Mid-Level Operational Associate (Land)

Responsibilities:

• Data management for external and internal customers.
• Shipment handling from an operational perspective.
• Customer maintenance.
• Achieves individual and team objectives set by SLA (Service Contracts) and KPI (Key Performance Indicators); knows and applies the processes and procedures that need to be applied.
• Manipulates and formats data to meet internal customer needs constantly.
• Extracts data from existing databases and calculates KPIs based on business rules.
• Checks data accuracy and performs quality checks of internal and customer reports; uses experience and judgment for data validation and elimination of potential system and process errors; conducts internal follow-ups and data validation with branches and operational teams around the globe.
• Checks discrepancies and wording/formatting/graphic errors.
• Documentation maintenance for existing processes, reflecting process changes or clarifications.
• Effective collaboration with business partners, actively engaging and participating in business review meetings (SLAs and KPIs).
• Preparing the analysis and intervention plans for addressing the deviation of business results from the KPIs (in case of deviations).
• Flexibility in approaching and solving problems for improving the quality and the services provided.
• Close collaboration with the Team Leader and prompt updates related to the delivery of daily tasks/work processes.
• Respects the performance, quality, and timeliness criteria, continuously striving for quality and service improvement.
• Handles other tasks and responsibilities as requested by the business needs, under the coordination of the Team Leader.
• Establishes the list of priorities based on individual portfolio considering the customers’ needs and agreed deadlines.
• Creates tickets in the ticketing platform to monitor the handled tickets and to bring efficiencies in calculating the performance indicator and volumes.

Qualifications:

• 3-5 years of experience in operations or a related role.
• Experience with Microsoft Office Suite.
• Basic knowledge in MS Office and Customer Relationship Management tools (Sales Cloud, Excel, Word, Outlook, Databases, etc.).
• Fluent spoken and written English (academic qualification preferred).
• Other foreign language - Fluent spoken and written (only if required by the country/business partner the sales reporting service is offered to).
• Availability to travel for trainings, new scope transitions, and/or business reviews.
• Good presentation skills.
• Excellent time management and task organizing abilities.
• Ability to work effectively in a customer/service-driven environment, both individually and as a team player.
• Ability to handle multiple tasks at the same time.
• Proactive attitude identifying possible issues and corresponding solutions, including implementation of the solutions.
• Initiative spirit for continuous improvement of processes, quality, and efficiency.
• Internal motivation, enthusiasm, attention to detail, focus on delivering results.
• Basic knowledge in creating and handling multiple work tickets.
• Excellent communication skills (written and verbal), for direct and/or virtual collaboration with team members or business partners.
• Basic knowledge in the logistics field (transportation types, transit times, shipper vs consignee).
• Basic knowledge of internal TMSs (MySchenkerLand, eSchenker, ProCarS, SBI).