Description
Now part of the logistics division of the CMA CGM Group, PRISM is an independent next generation 4PL company designed to meet the specific needs of customers in transforming their supply chain. PRISM has integrated offer of services and advice based on its robust expertise in Transport, Customs and digital solutions which can be customized and interfaced through its own 4PL management system or through reversible solutions available in the market. Globally, PRISM works with operational hubs in America, Europe, Asia and across its network centres of expertise in France and Switzerland. PRISM offers coverage across 3 time zones for 24/7 availability and greater customer proximity.
A central theme of its operational excellence approach, PRISM objectively selects the best supplies in the market, contribute to the freight purchasing strategy and provide end-to-end flow management, while seeking to optimize, time to market and reduce the carbon footprint of transport operations
Lead a team of Customer Services agent (Front-Offices, Back-Offices, Billing Auditors)
Ensure the targets (performance, quality, cost) are reached by the team who is responsible for
Lead the team by bringing team spirit, encouraging continuous improvement initiatives
Coach the team by sharing his/her experience and bringing trust and self-confidence
Organize the daily team attendance and involvement (hybrid management, back-ups)
Alert his/her direct Manager in case of dysfunction internal to the team
Escalate any related topics to the upper level of hierarchy, as per the agreed escalation matrix
Supervise and Monitor the Operational Workflow to Ensure a Full Supply Chain Visibility to the Customer
Receive and control customer bookings according to the processes in place
Contribute to the continuous improvements and savings for the customer (optimization, consolidations)
ensure the data quality and assign customer booking to a selection of 3PLs
monitor shipments on regular basis (3PL shipment confirmation, milestones completion, etc.)
drive corrective actions when required (missing event, missing document etc.)
monitor delays and deliveries events using the dedicated IT solutions (TMS, collaborative platform, BI)
alert the customer team pro-actively in case of deviation and propose alternative solutions
communicate with internal (regional and overseas) and external organizations
ensure that all communications generated in the related IT solution (chat, tasks etc.) are handled in a timely manner.
create the reports and analysis to give a consolidated vision of the flows for a single customer
track and provide corrective actions for the customer complaints
Deliver Customer Satisfaction
manage and supports order management to ensure the best possible service level
meet deadlines and ensure completion of customer service tasks within the expected time frames
ensure a consistent and pro-active communication flow with the customer
act as a strong interface to resolve customer problems, manage troubleshooting and issue resolution
prioritizes, resolves and/or escalates issues to secure the customers interest
represent PRISM internally and externally
Use the tools and communication to react to customer requests
Act as Single point of contact for the customer
Report saving initiatives to the dedicated department
provide his/her expertise in transportation management
Use of the technologies to be more efficient and work with the Customer Business Solution (I.T representative)
Contribute to improve Partner and Vendor performance
monitor the 3PLs service quality and give feedback to the Hub manager
monitor the good deployment and efficiency of new operational practices with the 3PLs
Contribute to formalize the SOP
provide 1st level of support to the 3PL (operational inquiries, data matters etc.)
set up and monitor corrective action plans in agreement with the Hub manager
Others
Other tasks as assigned by the Manager
Requirements
Proven track record in a similar role, ideally in a 4PL environment
Minimum of 4 years of transport management / freight forwarding experience (Air & Sea operations)
Transport Operations Management (Airfreight, Seafreight, Rodafreight)
Excellent in verbal and written English
Service minded personality
Hands-on approach and curiosity, can-do and positive attitude
