PRISM is integrated in CEVA Logistics (CMA CGM Group) that provides global supply chain solutions to connect people, products, and providers all around the world. Present in 170 countries and with more than 110,000 employees spread over 1,300 sites, we are well on our way to achieving our vision: to be a Top 5 global forwarder.
We believe that our employees are the key to our success. We want to engage and empower our diverse, global team to co-create value with our customers through our solutions in contract logistics and air, ocean, ground, and finished vehicle transport.
That is why PRISM & CEVA Logistics (CMA CGM Group) offers a dynamic and exceptional work environment that fosters personal growth, innovation, and continuous improvement.
DARE TO GROW! Join PRISM as part of CEVA Logistics, and you will be part of a team that values imagination, encourages boldness and exemplarity, and is committed to excellence in everything we do. Join us in our mission to shape the future of global logistics as we become a global leader in the logistics industry. As we continue growing at a fast pace, will you “Dare to Grow” with us?
YOUR ROLE
Mission: He / She has to deliver Visibility, Proactivity, Reactivity, Optimization and High level of Satisfaction to our major accounts managed by a 4PL HUB.
Activities
* Monitor the Financial Workflow to Ensure a Full Visibility of transport cost to the Customer.
* Manage pre-invoicing issues and provide monthly reporting.
* Receive and archive actualized 3PL invoices manually.
* Follow-up the automatic (EDI / API) receipt and archiving of actualized 3PL invoices.
* Audit invoices versus planned cost, Service Level Agreement, and Actual execution.
* Manage disputes for invoices with deviations.
* Validate unexpected costs such as waiting hours and log reasons for additional costs.
* Deliver Customer Satisfaction.
* Manage and support cost visibility 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.
* Prioritize, resolve, and/or escalate issues to secure the customer’s interest.
* Represent Prism internally and externally.
* Use the tools and communication to react to customer requests.
* Act as the single point of contact for the customer.
* Identify and record savings (benefits tracking) delivered to the customers and provide expertise in invoice audit management.
* Use technologies to be more efficient and work with the CBS.
* Contribute to improve Partners and Vendor performance.
* Monitor the 3PLs service quality and give feedback to the Operation of Contract 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 4PL HUB manager.
* Produce dashboard and KPIs regarding billing audit performance and maintain communication matrix.
SKILLS
For this position, the successful candidate should have a good transport & logistics background.
* Strong freight forwarding knowledge in air, sea and land transportation, transport regulation and process. A minimum of 5 years experience as freight forwarding agent is required.
* Knowledge in customs management.
* Customer oriented and stress management.
* Ability to work in an independent environment with remote teams.
* Solid working knowledge of standard computer applications including MS Office (especially Excel).
* Good communication skills.
* Well organized and ease with priority management.
SKILLS AND QUALIFICATIONS
For this position, the successful candidate demonstrates a proficiency in customer service management, communication and transport operation management.
* Good communication skills (English is a must, another language is a plus).
* Service-minded personality.
* Hands-on approach and curiosity, can-do and positive attitude.
* Problem-solving ability.
* At ease with Web applications and MS Office pack (MS Outlook).
* Ability to work under pressure.
* Sound educational background or comparable business experience (international trade, logistics, supply chain, etc.). Good knowledge of Air and/or Sea transportation is a strong asset.
EXPERIENCE
Proven track record in a similar role, ideally in a Control Tower of 4PL environment. Minimum of 5 years of transport management / freight forwarding experience (Air & Sea operations). Minimum of 3 years of customer service experience.
ORGANIZATION / RELATIONSHIPS
* Direct reporting line to the 4PL HUB Team Leader, if any, or 4PL HUB Operation Manager.
* Customer: customer care, operational buyer, transport manager.
* 3PLs: both internal and competitors.
Our Organization is an equal opportunity employer. It is company policy that there shall be no discrimination against any employee or applicant on the basis of race, color, creed, ancestry, ethnic origin, gender, sexual orientation, marital status, family status, disability and/or age (as prescribed by law).
Please note: Legitimate CEVA Logistics recruitment processes include communication with candidates through recognized professional networks, such as LinkedIn or via an official company email address: firstname.lastname@cevalogistics.com. We recommend that you do not respond to unsolicited business propositions and/or offers from people with whom you are unfamiliar.
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