4PL Back Office Operations Manager

The Role:

Ensuring ongoing support is provided to the 4PL customer in achieving maximum possible

performance in delivery on time and documentation on time for the end customers.

The Big Picture:

· Promote the OIA Global Mission Statement in every aspect of our work.

· Assist in the smooth running of the 4PL Operational Excellence Department.

· To carry out work in accordance with OIA’s 4PL Operational Procedures.

· Report, communicate any issues to the 4PL Operations Manager and/or respective Branch

Manager in case you’re not able to solve them yourself first.

· Perform other duties as reasonably requested by the Global 4PL Operations Manager/ Director.

· Meet your obligation to act always in the best interests of the company and 4PL Customer and

exercise the due care and diligence expected of a prudent businessperson.

· Manage the whole operational execution of the 4PL booking and documentation process

according to the Requirements of the 4PL Customer

· Help to deliver excellent customer experience

PEOPLE

 Without engaged and motivated colleagues, we will achieve nothing.

 Lead and cooperate with colleagues to create a positive working environment.

• Recruit new staff, as required
• Coach, develop and motivate the team on operational tasks, ensuring they have the knowledge to complete their duties.
• Formally manage the Team, . performance appraisals, inductions, disciplinary matters
• Ensure that the Mission Statement values are incorporated in everything you do.
• Ensure Team adhere to procedures
• You will need to ensure that excellent relationships are nurtured and maintained with fellow colleagues and 4PL counterparts.
• Contribute positively to group initiatives and activities.
• Actively participate in and contribute to Company management activities

CUSTOMERS

Put customers first by  

delivering a personalised service.

• Provision of effective and professional customer service.
• Ensure shipments are completed successfully through effective management of the 4PL customer orders.
• Create a culture of operational excellence in the way you perform your daily tasks.

• Be proactive when faced with problems and/or challenges
• Be proactive and professional in your communication/relationship building with co-workers and 4PL management.
• Work closely with colleagues and third parties to ensure smooth operations to deadlines
• Advice the 4PL management in order to allow shipments to meet the Requested Delivery Date.
• Deliver (alternative) solutions to customers where possible to minimize the service impact.

OPERATIONS & PROCESSES

 The quality of our operational performance is critical to our success.

• Actively manage and communicate structural process gaps to ensure effective management of shipments
• Ensure that our technology platform is used to create/maintain highly efficient processes.
• Ensure that 4PL company-wide quality processes are implemented and maintained.
• Ensure compliance with existing systems.
• Ensure data quality management in OIA Connect and 4PL systems in use.
• Ensure that successful supplier relationships are in place.
• Ensure all task are completed in accordance with the companies operating procedures.
• Maintain visibility and control through all phases of the process.
• Be proactive when faced with problems and apply (root cause analyses) and corrective actions.
• Deal with escalations, as necessary
• Ensure team activities reflect your high level of customer service
• Ensure that management is timely and fully updated on all relevant issues
• Ensure that Back Office team is fully cross trained according skill matrix
• Manage the OIA Connect Workflow and make sure it’s clean .
• Manage and implement Process Change Management
• Ensure that out off process activities are identified and pro-actively communicated to Front Office.
• Participate in weekly meetings with Team leaders and Operations Manager
• Manage the Daily Stand Up meeting
• Actively identify process simplifications and efficiencies in the supply chain
• Ensure that notes are in CW1 in case extra cost in incurred by OIA Global

Person Specification

 Experience/ Skills

• Good, solid experience in logistics/freight-forwarding/customer service function(s)
• Strong management skills
• Good communications skills
• Solutions driven mentality

• Comfortable in use of Microsoft office applications
• Good analytical skills
• Good English Language knowledge (verbal and written)

Personal Attributes

• Customer focused
• Excellent communication at all levels
• Enthusiastic & confident
• Takes the initiative as in proactive
• Teamwork
• Planning and organizing skills
• Attention to detail and accuracy
• Flexible
• Process driven mentality
• Clean desk mentality
• Accuracy
• Ownership