北京招聘

TITLE: Customer Relationship Manager
REPORTS TO: Director of Sales Support, Asia Pacific Region

JOB SUMMARY:
The Customer Relationship Manager (CRM) is the key regional support contact for the commercial and operational needs of our most important regional and global customers. This CRM is responsible for the management of customer programs after they are implemented by fielding customer requests, driving internal issue resolutions, and managing customer's expectations relative to our performance. The CRM works closely with the strategic account managers, operations, customer service center (CSC) to achieve this. The core activities are designed to manage the customer relationship around process and performance management, reporting and KPI analysis, proactive issues identification and resolution, and implementing corrective actions and improvements. This role will facilitate the ability of strategic account managers to focus on growing the relationship and pursuing additional business opportunities with the customer.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
? Coordinate regional performance activities to proactively meet customer expectations
? Proactively identify and resolve customer escalations and issues (e.g. shipment delays, etc)
? Ensure Service Level Agreements and contractual obligations are adhered to
? Actively monitor Key Performance Indicators - perform root cause analysis and implement improvements if negative trends develop
? Develop and maintain Standard Operating Procedure (SOP) documents, based on customer requirements, and work directly with stations to ensure understanding and adherence
? Drive Process Improvement Initiatives and Corrective Action Plans with the customer
? Drive Cycle Time and Cost Reduction Initiatives with the customer
? Coordinate pricing and other ad hoc rate requests from customer
? Review and prepare customer reports - focusing on data quality, accuracy and timeliness
? Support the QBR (Quarterly Business Review) process
? Utilize internal Agility systems (Control, Tracking, etc)
? Coordinate and assist cross-functional or cross-regional activities on behalf of customer
? Work closely with key branches and stations
? Other duties and activities as required

EDUCATION/TRAINING REQUIRED:
? Bachelor's degree in business related subject. Master's degree preferred
? Minimum of 5 years directly related experience in customer service, sales or operations in logistics industry
? Experience with computer programs related to data management, tracking and analysis

REQUIRED SKILLS:
? Good understanding of logistics and distribution
? Good analytical skills and ability to work with and manipulate large volumes of data
? Excellent communication and people management skills in a multi-cultural environment
? Ability to work under stress and with tight deadlines
? Proven ability to handle key and complex customers
? Good problem solving skills; ability to find core issues and creatively address
? Must be results-oriented with a strong customer service orientation and ability to operate effectively at many levels within the organization in a virtual environment
? Ability to build and maintain close working relationships with co-workers, other departments and areas


INTERNAL CONTACTS:
Has regular contact with employees across all functions, levels and regions within the organization.

EXTERNAL CONTACTS:
Has regular contact with customers and vendors

LANGUAGE SKILLS
English is the principal language for this position. The position requires good written and verbal communication skills and the ability to communicate effectively in a diverse multicultural environment.

COMPUTER SKILLS
Strong computer skills needed, experience with Data Management Systems, MS Office Suite, especially Excel and PowerPoint

PHYSICAL DEMANDS
Long hours sitting in front of a computer monitor and on the phone

WORK HOURS AND ENVIRONMENT


STATEMENT OF NON-INCLUSIVITY:
This job description is not to be construed as a complete listing of the duties and responsibilities that may be given to any employee. The duties and responsibilities outlined in this position may be added to or changed when deemed appropriate and necessary by the person who is managerially responsible for this position.

Agility集团是世界领先的供应链管理公司之一。

作为Agility集团的前身，PWC (科威特公共仓库公司) 一直是中东地区重要的综合供应链解决方案服务商。

通过多年的业务规划和地域拓展，2006年11月13日，PWC宣布将其名下所有的物流资产整合在一起，Agility品牌由此诞生。

Agility集团的业务重点涵盖广泛的市场领域，包括高科技，展会，汽车和轮胎，工业，零售和消费品业，航空，石油和天然气等。Agility集团通过不断重视卓越操作并且提高供应链的可视度和可控性，从而有效地帮助客户提高效率，减少中转环节和运抵时间。作为一家全球领先的物流公司，Agility将持续为各大跨国公司及大中型国内企业设计，执行并优化物流方案。

Agility集团目前拥有32,000多名员工，分布在世界各地100多个国家550余处营运网络。