4PL Operational Excellence Specialist

Job Purpose:

The 4PL Operational Excellence Specialist will be responsible for overseeing the efficient execution of operational processes related to booking and documentation in alignment with the service requirements of our 4PL customers.

The primary responsibilities of this role will be solutions orientated to analyse root causes of issues, ensuring cost are minimised and service levels are not disrupted. Communication is key, both with the customer and 4PL Management.

Key Accountabilities:

Operations and Processes

• Maintain an oversight over the entire operational workflow, focusing on adherence to established procedures and report any deviations.
• Handle exceptions that arise during the operational process with diligence and efficiency.
• Coordinate the receipt of tenders and monitor planned pickups
• Identify root causes of operational issues and implement corrective actions
• Prepare for and lead Daily Direction Setting calls (DDS) with the customer and third-party stakeholders.
• Take charge of carrier meetings to discuss operational matters and drive improvements.
• Manage extra costs associated with operations to ensure customer is informed and audit trail is maintained.
• Effectively manage and control costs associated with operations to maintain profitability and competitiveness.
• ASN Creation & TMS Atlas Optimisation.
• Key User: TMS Atlas.
• Actively engage with our Quality Management System to ensure compliance with Industry leading standards, such as AEO and ISO

Customer Service

• Create a culture of operational excellence in the way you provide customer service and perform your daily tasks.
• Be proactive and professional in your communication/relationship building with all stakeholders and ensuring optimal customer service.
• Optimise every opportunity to help the customer and develop business opportunities for OIA Global.
• Work closely with colleagues and third parties to ensure smooth operations to deadlines.
• Deliver (alternative) solutions to customers where possible to minimize the impact on the scheduled delivery upon changes to the schedule.
• Be proactive when faced with problems.

Team Relationships

• Lead and cooperate with colleagues to create a positive working environment
• Ensure that the Mission Statement values are incorporated in everything you do
• You will need to ensure that excellent relationships are nurtured and maintained with fellow colleagues
• Contribute positively to group initiatives and activities
• Assist with onboarding of new staff in the team as required
• Promote a learning and development culture
• Proactively assist the Customer Success team to create a culture of operational excellence to achieve high level of customer satisfaction, retention, and business growth

Required Skills and Attributes

• Experience in Logistics, Supply Chain Management, Business Administration, or a related field
• Previous experience in operations coordination or a similar role within the logistics or transportation industry
• Good English Language knowledge (verbal and written)
• Excellent communication at all levels
• Enthusiasm and confidence to takes the initiative and be proactive
• Planning and organizing skills with attention to detail and accuracy
• Flexibility to be Customer focused