Global Logistics Operations Operator

Job Summary:

Based in PRISM’s regional Control Tower in Porto, this role handles and supports daily operational and customer service activities for one of PRISM’s major clients within the Aerospace industry.

This role ensures operational services are executed in an effective and efficient manner across several transport service providers and different modes of transport, while ensuring customer satisfaction through maintaining a high level of quality and meeting performance and cost targets.

KEY ACCOUNTABILITIES

Day to day Operations:

• Act as the first point of contact for customers, transport providers, suppliers and other supply chain stakeholders during day-to-day business
• Handle customer’s transport requests and related documentation, including data entry into affected IT systems
• Manage transport bookings with service providers according to specified schedules and routings
• Manage spot quotations with appointed service providers where necessary
• Liaise with shipment origin and destination stakeholders on timely collection and delivery, including provision of required pre-alert information to involved stakeholders

Supply Chain Visibility and Event Management:

• Monitor and track shipment execution to ensure adherence of all supply chain stakeholders to agreed service levels
• Ensure tracking event updates (milestones) are provided on time and correctly by suppliers and carriers
• Follow up on missing events and investigate data inconsistencies

Customer Service and Incident Management:

• Handle customer requests and supply chain incidents / disruptions in line with agreed service levels
• Log and categorize incidents and conduct root cause analysis on deviations, assign and follow up on corrective actions
• Collect data to support management of financial claims for lost / damaged shipments
• Alert customer teams pro-actively in case of deviations and suggest alternative solutions
• Highlight issues to team leads and relevant supply chain stakeholders in a timely manner as they arise

Contribute to Performance Improvement:

• Monitor transport provider service quality and provide input and feedback to management teams
• Provide input to Team Leaders and Operations Management for the preparation of periodical reporting and review meetings
• Support the analysis of standard Key Performance Indicators (KPIs) and reports and suggest areas for improvement

Others:

• Support internal projects and additional tasks as defined and assigned by management

QUALIFICATION AND EXPERIENCE

Requirements

• 2+ years’ experience in transport management / freight forwarding, preferably in an international setting
• Operational hands-on experience in a similar role, ideally in a Control Tower or 4PL environment
• Knowledge in airfreight operations, AOG and oversize cargo will be of advantage
• General understanding of Supply Chain Management concepts and logistics processes
• Good command of MS Office (Word, Excel, PowerPoint), experience with freight forwarding IT systems desirable

Behavioural

• Excellent communication and interpersonal skills, both in direct interaction as well as in writing
• Problem-oriented and customer centric mindset, with a desire to deliver high quality services to the customer
• Organized and structured approach, with the ability to prioritize and handle multiple tasks efficiently
• Thoroughness in completing assigned tasks, good time management skills

Language

• Excellent command of written and spoken English is mandatory, additional languages desirable

Values

• Mutual Respect
• Determination & Persistence
• Agility & Thoroughness
• Pursuit of Excellence