Customer Excellence Expert APAC

CEVA Logistics 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 1,500 sites, we are proud to be a Top 5 global 3PL.

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 CEVA Logistics offers a dynamic and exceptional work environment that fosters personal growth, innovation, and continuous improvement.

DARE TO GROW! Join CEVA Logistics, and you will be part of a team that values imagination and continued learning and is committed to excellence in everything we do. Join us in our mission to shape the future of global logistics. As we continue growing at a fast pace, will you “Dare to Grow” with us?

YOUR ROLE

You will be part of the Operations Key Account Management (OKAM) team within the Air & Ocean department, responsible for delivering seamless, customer-centric operational solutions that support CEVA’s business objectives.

The role contributes to business growth through end-to-end ownership of CEVA’s global operational relationship with assigned strategic Air & Ocean customers.

In this capacity, you will drive operational excellence and customer experience across the network, acting as the senior operational point of contact for internal and external escalations, including engagements at C-suite level.

WHAT ARE YOU GOING TO DO?

• Manage the globally agreed operational scope between CEVA and customers across Air & Ocean products.

• Support global strategic reviews of account strategy, account/business plan and development by working closely with Business Development and regional support to help and provide better operational execution globally.

• Generate defined KPI’s & provide material for routine reviews through Business Intelligence tools.

• Conduct root cause analysis when performance deviates from targets and engage regional teams to implement corrective actions.

• Manage & monitor operational customers globally agreed KPI’s for specific accounts to ensure service compliance & customer satisfaction. Responsible for global performance.

• Prepare and lead operational MBRs/QBRs with customers and internal stakeholders.

• Ensure all operational reporting requirements are met accurately and on time.

• Establish, maintain, and govern Standard Operating Procedures (SOPs), ensuring they are current, distributed, and consistently applied.

• Ensure smooth operations and efficient processes and engagement with key stakeholders where service failures are identified (non-compliance) and corrective action is in place by working closing with regional operation.

• Proactively engage with country operation management & product implementation managers to validate non-standard process.

• Identify recurring internal and external process failures / redundancies / problems to create action plan to drive operational improvement. This includes cost saving initiative / project within CEVA and/or customer.

• Report and review operational non-compliance with management & regional management through use of appropriate analytic tools visualisation tools

• Drive operational on boarding to new product awards to assigned account(s) and provide support to onboard business in conjunction with business implementation team across region.

• Drive continuous improvement, including engagement & coordination of new initiatives with customer in automation, like EDI, BI tools, etc. with engagement of product and other departments when applicable.

• Organise training, facilitate (when needed conduct) training (together with SPS/SME) to further explain customer’s operating procedures to Operation teams.

• Maintain on-going knowledge of procedural and/or regulatory changes as well as information published on the company’s intranets and ensure distribution of information vital to the operations of the department/team.

• Second Escalation point of liaison for operational issues & for inquiries relating to operational process.

• Review & resolve customer’s C-level or internal inquiries and concerns promptly & professionally.

• Maintain customer relationship at senior level and be comfortable in senior customer/CEVA environment.

• Lead, participate in, or coordinate cross-functional initiatives as required.

• Motivate, guide, and influence regional operational teams to deliver consistent, high-quality customer service globally.

WHAT ARE WE LOOKING FOR?

• Bachelor’s degree or equivalent.

• Minimum 10 years’ experience in freight forwarding, logistics, shipping, or a related industry.

• Strong Air & Ocean operations knowledge (mandatory).

• Solid understanding of end-to-end freight forwarding and supply chain processes.

• Experience managing customers and suppliers across multiple levels and regions.

• Regional or global account management experience preferred.

• Proven experience leading process improvement initiatives and applying methodologies in day-to-day operations.

• Strong analytical, numerical, and problem-solving skills.

• Advanced Microsoft Office skills, particularly Excel.

• Experience with Business Intelligence tools (e.g. Power BI, Tableau) is an advantage.

• Excellent written and verbal communication skills.

• Strong organizational skills, high attention to detail, and ability to manage multiple priorities.

• Pragmatic, confident interpersonal skills with the ability to influence stakeholders using data-driven insights.

• Proactive, results-oriented mindset with a strong sense of urgency.

• Ability to work independently while collaborating effectively within a team environment.

CEVA Logistics is proud to be an equal opportunity work place and an affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status or any other characteristic. We are an Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individual with Disabilities.