Customer Program Manager

Job Description PROGRAM MANAGER ? The OWNERS of any and all processes and functions relating to the customer. The position reports to a Senior Manager of Customer Program Management. The job consist of four main categories:
? Operations
? Customer Service and Sales
? Project Management / Implementations
? Administration

? OPERATIONS
? Ensure quality procedures are implemented according and in alignment with product best practices.
? Program Manager will review, engage and support as needed to implement, trouble-shoot and maintain accurate and timely data flow from brokerage, forwarding, warehouse software applications to the appropiate CPM and/or customer's software applications.
? Monitor all operations. information and performance to measure compliance with procedures and meet service level agreements.
? Program Manager is responsible for proactively and continously monitoring performance of the supply chain model and take the lead to initiate corrective actions or process improvement plans

? CUSTOMER SERVICE AND SALES
? Develop and maintain communication and management of supply chain program
? Review customers' information system needs and opportunities for improvement
? Assist development and training of Supply Chain Coordinators for monitoring daily operations and supply chain events according to pre-defined customer requirements
? Monitor customers' information systems for accuracy and compliance
? Develop and maintain intimate knowledge of customers current and anticipated business practices and processes related to implemented or anticipated services, programs, projects or information systems
? Identify, develop and coordinate appropriate SCC support with CPM Supply Chain Managers and Senior Managers
? Identify, develop and coordinate efforts to secure new business with sales representatives, DGF commercial stakeholders and CPM senior management
? Identify, develop and coordinate efforts to improve coordination with customers' suppliers and service providers


? PROJECT MANAGEMENT / IMPLEMENTATIONS
? Develop and lead implementation of customer programs, projects, information systems as assigned by CPM Senior Manager
? Monitor and escalate matters related program implementation
? Confirm that rates for all trade lanes, modes of transport and services are properly set up
? Design and negotiate CPM management fees and services at origins and/or destinations across global CPM and business unit regions through sales and with the customers as guided by CPM senior management and other DGF management
? Identify, create and implement business solutions for customers
? Assist to identify required manpower and services to manage customers' supply chain programs and projects
? Recommend improvements and cost savings measures internally and externally

? ADMINSTRATION
? Assist CPM Supply Chain Managers with development of customer specific targets and KPI's for Supply Chain Coordinators
? Ensure regular maintenance and review of customer procedures, programs and information systems
? Maintenance of reports to CPM senior management as required
? Monitoring and maintenance of customer service level agreements and/or contracts
? Monitor and analyze customer's revenue and cost to ensure balanced program return
? Develop and maintain internal correspondence as necessary to support customers
? Develop and maintain appropriate internal procedures for operations, customer service, accounting and information systems to support customers
? Monitor accounts receivables and assist in collections when required
? Monitor claims and assist when required



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