Operational Customer Excellence Professional - Miami, FL

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.

At CEVA Logistics, we Rise in Motion.  Your career is always on the move, growing as fast and as far as your ambition takes you. Join a global team of nearly 200 nationalities, shaping the future of global trade, moving essential goods, forging new paths, and pushing boundaries to serve an ever-changing world. The pace is fast, the challenges are real, but the rewards are greater: growth, purpose, and the chance to make a meaningful impact. This is more than a job. It’s a journey on which you rise. 

 

YOUR ROLE

The role of the OKAM is to manage : customer satisfaction through the SOP, pro-active actions and analysis, develop customer business, propose improvement and new solutions, deal with crisis and The OKAM role is placed in the middle office serve the front office to ensure the customer satisfaction and the respect of BLX contract commitment. It helps the front and back office to optimize operations and competitiveness, develop business and strengthen financial performance.

 

WHAT ARE YOU GOING TO DO?

1. Capture and provide End to End real time enhanced visibility as predictive decision making that is aligned to customers’ strategic objectives and optimization

2. Continuous improvement and value adding services to provide greater customer satisfaction

3. Position to become our customers’ partner of choice

4. Help with quotes when needed

5. Assist operations when they are having issues

Responsibilities

Monitor customer’s activities

· Consistently monitor emails and responds in a timely and professional manner to Customers and CEVA network in order to provide full visibility to Customers

· Responsible and familiarized with track & trace systems (LINK)

· Continuous update through communications on current status from CEVA network, international carriers and sub-contractors, troubleshooting any irregularities and well prepared to construct information flows smoothly and timely to Customers

· Proactively alert CEVA network and Customers in the event of any service deviation from standard transport mapping

· Ensure that contractual rates and agreed plans are closely followed and aligned at all times with Customers’ expectations

· Work closely with COS / OPS Manager / Sales Manager in preparing business reviews materials on periodic basis (monthly & quarterly)

· Lead periodic conference calls with Customers Control Tower, 4PL or Key Contacts in reviewing the Dashboard Reports and time critical shipments

Transformation and Improvement

· Active Participation in Business Reviews together with OPS Manager and Sales Manager to present our contractual performance and identify common service issues

· With support of peers, able to relate to customer in transposing recurrence service issues (through the monthly performance analysis) into any improvement level that could value add to next KPI performance

Risk and Business Continuity

· Able to work on alternative solutions in the event of any deviations that may be at geographical level (e.g. shipping lines routing adjustments like blank sailings to several ports may create some or additional opportunities for switching to airfreight mode and to be well informed about any capacity surge)

· Identify, evaluate and adequately define any potential risk of circumstances to mitigate any severe delays, deviations or financial loss to Customers by proactively informing them

· Adapt quick and flexible ideas to transfer the risk management into alternative solutions to ensure any service disruption could be recovered smoothly

· Prepare to outline back up planning (BCP) with CEVA network to assure Customers of their activities at minimal disruption or adjustment

· Support in preparing b