Job Description

The Customer Operations Analyst works as an independent professional by providing high levels of customer service and support to Century Express customers. The individual can recognize problems and develop innovative approaches and solutions to resolve complex issues. This position actively works to execute the contracted service obligations by delivering operational excellence to Century Express customers. This role requires direct client contact and will support customer strategic goals and objectives related to NVO operations.

ESSENTIAL FUNCTIONS AND DUTIES:

OPERATIONS

a) Provide operational support for Century Express’ customers by actively engaging in all facets of logistical services offered by Century.

b) Manage and drive continuous improvement through strategically identified customer metrics, KPI’s and data. Recommend solutions to customers that deliver value in cost, reliability and speed.

c) Analyze customer data and recommend solutions that improve the customer experience and reduce costs for customer. 

d) Ensure continuous improvement of operational processes that support and exceed customer Service Level Agreements (SLA’s).

e) Communicate quickly and efficiently with both customer and internal Century team members on specific issues for resolution to operational problems. Provide clear, consistent and accurate information about customer account requirements to all concerned Century offices on a timely basis. Convey details to necessary parties while ensuring responses are always timely, detailed and thoroughly communicated.

f) Ensures customer SOP’s are updated and reflect Century’s commitment to operational excellence.

g) Knowledgeable of common customer reported problems and use of pre-established processes to resolve.

h) Creative problem solving and solutions for customer supply chain and service issues.

i) Ensure compliance by reviewing documents to ensure Century origins are issuing the B/L’s and as per requirements of Century Express. Report and resolve any discrepancies.

j) Monitor, analyze and perform quality control procedures on operational deliverables on all aspects of assigned accounts.

COMMERCIAL

a) Ownership of assigned account growth and profitability goals.

b) Ensure correct and accurate billing by carriers and vendors and Century Express customers. Monitor and resolve issues with ownership of P&L.

c) Keeps up to date on industry related information by reviewing industry updates and other related material.

VIZIV SUPPORT AND ANALYTICS

a) Develop solutions and process improvement through system related tools.

b) Analyze and improve customer profitability through review of customer rates and underlying cost of service.

c) Continually improve knowledge of relevant forwarding technologies to improve customer experience.

d) Leverage Trade Tech and VIZIV functionality and tools to assist with the day-to-day management of accounts.

TEAM CONTRIBUTION

a) Facilitate effective team interaction and collaborate across Century teams – customer success and origin operations.

b) Foster a positive working environment by actively demonstrating an attitude of collaboration, teamwork and quality.

QUALITY CUSTOMER SERVICE

a) Conduct job duties with service and quality always in mind. This position is the front line in our efforts to establish a superior reputation for customer service.

b) Assist Century Express in meeting the company mission to create the most responsive and customized logistics services available in the market. 

c) Respond to all inquiries in a courteous, prompt and efficient manner. Take the initiative to find problems and resolve them before they impact the customer.

d) Be a Century advocate, both internally and externally; projects a professional image of self and the Company.

e) Build and enhance Century’s customer relationships by establishing a positive rapport with account’s key contacts.

ESSENTIAL PHYSICAL REQUIREMENTS AND WORK ENVIRONMENT

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• While performing the duties of this job, the employee is frequently required to talk or hear. The employee regularly is required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms. 
• The employee is regularly required to sit for long periods of time; on occasion may need to climb or balance; and stoop or kneel. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision; distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• The noise level in the work environment and job sites is usually low, applicable to a business office.

C-TPAT

Century is committed to the Customs Trade Partnership against Terrorism (C-TPAT) program. Century will take all the necessary steps to implement and enhance security throughout our global supply chain. All employees are required to immediately report any anomalies to the Century USA and Asia C-TPAT contacts.

The above is a description of the current essential functions and duties and responsibilities of your position. This document in no way states or implies that these are the only duties to be performed by the employee occupying this position. At the Company’s discretion, these essential functions, duties and responsibilities may be modified in the future to meet the business needs of the Company.

This document does not create an employment contract, implied or otherwise, other than an “at will” employment relationship.

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