Country Key Account Manager

Purpose of the position

Achieve maximum client satisfaction. Lead the assigned teams in a way that ensures operational excellence and high productivity. Manage a favorable commercial relationship with the assigned account that will promote customer satisfaction, business growth and profitability. Lead and supervise an operation team in Customer Service, Document Processing Exp & Imp and Customs Clearance Import. Ensure that the service provided to customers is at the highest standard and in accordance to corporate guidelines.

Key Tasks

• Fulfill your team leader role in applying the team management skills:
• Ensure proper functioning of the team;
• Assign tasks and responsibilities within the team;
• Maintain team spirit;
• Provide coaching/training to the team members as necessary;
• Provide support to the team on both technical and non-technical issues;
• Ensure smooth communication within the team as well as between team and with other departments;
• Supervise the work done by the team members;
• Provide feedback to the team members and get feedback from their side regarding their work, team functioning, operations issues and other;
• Conduct regular planning of work within your team;
• Ensure high quality of services to the client:
• Take ownership of the account;
• provide timely and accurate information;
• prepare and send status reports as requested;
• advise client’s on delays and their consequences (fines etc);
• conduct regular meetings and collect feedback regarding client’s satisfaction;
• Report and manage irregularities,
• Initiate corrective and preventive actions;
• educate the client on processes and procedures regarding requirements for shipping to Angola and customs clearance.

Other tasks as necessary

• Follow up the process of cargo clearance and delivery and management of files and carry out individual tasks if necessary:
• Documentation check;
• File opening;
• Collection of missing documents;
• Preparation of file for pre-clearance/clearance;
• Preparation of file for invoicing;
• Physical file control,
• Update of follow up files and programs (Mapa, FOS, Pantrace, Intrac, MFG Pro etc);
• Carry out and resume responsibility for:
• Checking the invoice;
• Checking the shipping run;
• Closing file in SAP and physically;
• Take the lead on quotation process whenever RFQ is submitted by client.
• Ensure smooth business implementation by identifying gaps and proposing adjustments to processes and procedures whenever necessary;
• Ensure that assigned account is managed and developed in line with the established corporate/regional strategy and all KPIs stipulated in the contract are fulfilled;
• Provide management and Schlumberger with monthly statistic report and KPIs;
• Perform quality and timely update and maintenance of the data in CRM and monitor use of Customer Applications:
• Assume responsibility of reception and further handling of original documents.

Other

• Keep abreast of current and new contracts\tariffs and assist Marketing & Sales department as necessary;
• Endure correct implementation of all Panalpina Processes and procedures;
• Keep abreast of Panalpina services and new developments;
• Participate actively in improving the quality of Panalpina operations and services;
• Apply Panalpina’s and client’s HSE rules and requirements at your function and report HSE observations;
• Ensure compliance with Panalpina corporate standards, as well as compliance of the whole team.
• Keep your workspace organized and follow Clean Desk Policy;
• Apply the CISP and respect the code of conduct;
• Carry out other tasks as required by management;
• Decision Making Authority
• Pricing authority for assigned account according to the Signing Powers Table;
• Account reconciliation and issuance of credit notes with the limit of 500 USD;
• Disciplinary responsibility for all direct reports;
• Function / Market & Industry Knowledge / Business Acumen / Process working,
• Know how in air / ocean / logistics / SCM,
• Understanding of PA strategy and products,
• Knowledge about markets and competitors
• Functional and commercial understanding of business environment and customer requirements,
• Local market knowledge (customers, competitors, suppliers, overall environment),
• Understanding of business principles and language, incl. the fundamentals of finance and profitability
• Business administration competence
• Sales and negotiation skills,
• Overall understanding of business processes and interdependencies
• Knowledge of business processes
• Willingness to travel.

Skills & Competencies

• Customer focused;
• Ability for building a team with diverse leadership and technical skills;
• Ability of effective people management through KPI setting and measurement;
• Ability for systematic and rational analysis to identify the root cause of problems;
• Willingness to challenge the status quo and to drive innovation and change;
• Capable to generate creative ideas/solutions;
• Strong networking skills and relationship building;
• Ability to integrate and coordinate efforts and resources across functions and boundaries;
• High result orientation and customer focus;
• Strong decision-making capabilities and high accountability;
• Strong strategic planning and organizational skills – prioritize, plan, assign and control;
• Ability to influence and convince others in a way that results in acceptance and agreement;
• Ability to shape conversations to ensure focus and understanding;
• Effective listening;
• Willingness to engage in constructive confrontation;
• Ability to clearly and concisely present both written and/or oral information

Educational background / Work experience

• Operational industry experience – minimum 5 years;
• Degree in Business Administration and\ or Logistics;
• Management experience.

Language skills

• Fluent in Portuguese and English – written and oral,
• Computer Literacy,
• MS Office skills and good knowledge regarding PA IT systems