This is predominantly a client facing position responsible for performing all phases of IT Solutions design, supporting and training customers on MLSC PO management applications as well as overseeing NY/NJ Customer Service and Operations for Matson Logistics key accounts.
This position must strictly follow the processes as defined within IT applications as well as our client specific Standard Operating Procedure. Best practices are to be followed for superior service delivery.
Maintain daily oversight of the proprietary MLSC vendor booking portal and coordinate with customers on ensuring all bookings are approved on line. Training customers on the portal as well as designing their portal dashboards to ensure efficient daily operations within their own individual import programs
Maintain client specific Standard Operating Procedures.
* Monitor all PO upload errors via the ML back office support team. Ensure customer PO information is available for either upload or input into Log-net. * Monitor all origin communication to ensure all booking and carrier nomination correspondence is communicated in a timely fashion. * Coordinate with customer on all PO/Item and carrier approvals * Assist Customer in managing approvals and KPI metrics in Lognet * Train and support customers use of Lognet * Customer facing meetings on a regular basis in supporting MLSC ideology of service excellence * Review weekly reports to ensure EDI transmissions are being transmitted on time and in full. In the event there are any EDI problems all issues must be reported to MLSC IT Support for resolution. * Coordinate with customer Carrier/NVO Ops team and haiving a functional understanding of our NVOCC operations as well as FMS application. * Communicate directly with various service providers including carriers, brokers, terminals, warehouses, truckers and 3PL's * Assist in the coordination of on-carriage moves, CFS activities and other destination side operations. * Be an interactive team member with USA sales, operations, solutions team, China Operations staff and other teams to ensure proper communication regarding customer issues. * Manage Client specific KPI Metrics and assist in development of on-going service enhancements and improvements. Implementing a philosophy of change management for process improvement * Communicate directly with customer and address all customer service related issues * Communicate directly with origin office/agents concerning all MLSC origin service related issues * Define and recommend opportunities to improve any inefficiencies that may be occurring whether in Lognet design or operational processes * Seek opportunities within client programs to enhance revenues and increase profitability * Compliance with all regulations(US Customs, DOT, FDA, EPA, CTPAT) * Liaise with accounting dept concerning accounting related issues. Assist in AR collections when required
5 years industry experience in Supply Chain Management
* 5 years' experience working for NVOCC (preferably) or steamship line within the Import Customer Service Dept. * In depth understanding of Supply Chain and NVOCC import and intermodal processes, bills of lading, arrival notices, profit share statements and US customs problem resolution * Working knowledge of Internet based automated track and trace systems and functionality.
. working knowledge of EDI integration and mapping preferred as this would assists in coordination with IT solutions design teams and development staff for new customer onboarding as well as problem resolutions related to EDI integration files
* Strong PC/System literacy essential * Strong verbal and written communication skills * Ability to consistently meet deadlines * Able to consistently follow instructions * Proactive problem solving skills * Process oriented * Must be able to multi-task * Must be willing and able to work closely in team environment. As well as being able to work independently when need be * Ability to receive constructive criticism * Able to travel: training and/or client meetings * Knowledge of proprietary computer systems
Other Skills & Experience, Preferred but not required
* 4-year college degree preferred * Bi-Lingual: English and Chinese(Mandarin) speaking would be preferable
Travel to client meetings.
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