Customer Business Solutions Specialist M/F

	Customer Business Solutions Specialist M/F

General informations

  With the group’s expertise of more than 50 years of experience and a continuous presence on the African continent, Africa Global Logistics South Africa provides end-to-end solutions with in-depth knowledge of the legal and cultural diversities specific to each country. Our powerful integrated global network and sustainable solutions enable innovative and flexible designs in their execution.

AGL South Africa is your gateway throughout Africa, facilitating freight forwarding, customs clearance, warehousing and distribution activities for many multinational companies.

Job description

Mission Description                      

The Customer Business Solutions Specialist will work in collaboration with the Regional Customer Business Solutions Manager and will assist with commercialising and implementing the Bolloré Logistics Global Business Solutions (IS Solutions) among customers. The CBS Specialist will work within their specified perimeter and shall, take into consideration Commercial, Operational and IS constraints, to propose and implement a customer oriented optimized solution while using standard modules. The CBS Specialist will also work in collaboration with the other CBS of the Division and the Business Solutions & Supply Chain AMOA Dept of Corp. MIS. • Raise Sales Force awareness and understanding of the Business Solutions and systems including the use of its different modules (LINK, LINK APP, LINK CONNECT/EDI, REPORTING)
• Accompany the Commercial team in promoting and implementing the Global Business Solutions to clients
• Train customers on the Business Solutions tool (LINK, LINK APP, LINK CONNECT/EDI, REPORTING)
• Train and raise awareness of users and managers on the use of Business Solutions tool (LINK, LINK APP, LINK CONNECT/EDI, REPORTING)
• Drive comprehensive implementation of End to End follow-up (single tracking reference / including Africa-Africa trades)
• Implement procedures and improvement actions to facilitate the automatic data exchange.
• Analyse failures of End-to-End trades (pre-alerts) and liaise with technical teams to ensure problems are addressed and closed in a reasonable timeframe
• Coordinate and Collaborate with the various teams locally (Commercial, Operations, MIS) and internationally (systems team, development team and Regional CBS Head)
• Inform/ answer to support requests issued by sales department (regarding quality of service, tracking..)
• Promote professional expertise and quality of service of Bolloré Logistics during business visits (including pre-sales)

Implement an offer
• Document Business Offer operating process and procedures and ensure CBS network agreement
• Document requirements needs and/or functional requirements specification of Business Solutions systems evolution
• Document specific requirements for Electronic Data Integration (EDI)
• Provide support to internal and external stakeholders on all Business Solutions tools (LINK, LINK APP, LINK CONNECT/EDI, REPORTING)
• Ensure Level 1 support and training on Business Solutions applications to internal users
• Build and provide key indicators (KPI, KOI, KFI)
• Manage overall implementation project or focused on an expertise (LINK CONNECT,Reporting)
Build Internal Monitoring
• Provide tools to teams in charge of Data Quality (DA) for internal monitoring
• Train teams in charge of DQ on tools and/or internal reporting to cover any DQ discrepancies
• Coordinate with MIS on technical issues raised by DQ issues
• Control the quality of data collected in the transport management system (TMS) (exhaustiveness, freshness).

 

Profile

• Monitor the application of the TMS tracking / entry procedures (for tracking needs) by entities. System Gap Analysis
• Detect potential dysfunctions and/or entries deficits in our business solutions systems and coordinate correctives actions with quality service (root causes)
• React to any rising information related to process gaps
Continuous Improvements
• Participate in plans regarding continuous improvements
• Provide elements for customers' contractual activity reviews
• Participate in improvement plans and customer productivity implementation and monitoring
• Conduct regular reviews with customer on Business Solutions deployment. Alert/Inform Management
• Alert and report dysfunctions to Management
• Inform Management of any significant quality service deterioration. Community Networking
• Exchange with others CBS on best practices
• Come up with new ideas and participate in workshops relating to our internal tools evolution
• Act as a pilot for any substantial functionalities made by MIS. Analyse Data Quality
• Follow-up and analyse the quality of service delivered to clients
• Control reliability of data in the tracking system
• Help define analysis tools for performance measurement
• Monitor works performed by Corridor Project Managers and SuperUsers
• Analyse performance indicators (weekly and monthly basis) and determine the origin of quality of service deterioration
• Propose and follow-up actions plan to improve performance / quality of service in association with Operations Managers and Sales teams. Minimum Education and Experience Requirements:
• Bachelor's degree in a relevant discipline or equivalent combinations of education and work experience.
• Extensive knowledge on Logistic Freight forwarder processes and supporting system landscapes.
• 3-5 years of experience with Logistic systems or other major Transport Management systems (TMS) products(Advantageous).
• Cognos reporting experience, to create and tailor customized reporting to meet client requirements
• Analytical Experience which includes data analysis, report compilation and data manipulation
• Advanced knowledge of MS Office products including Excel, Word and PowerPoint (Essential)
• Experience with functional specifications for EDI integration (Advantageous)
• Excellent English Proficiency (French and Portuguese is definitely a plus)