ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Support Product and Sales in the customer acquisition / retention process, if needed (e.g., design of customer solutions, system demonstration for customers)
• Support customer business process re-engineering initiatives
• Ensure adherence to and continuously improve standard customer implementation process
• Oversee CI projects and support CI activities, including the following:
  • Lead Customer Implementation projects in co- operation with the other regional Customer Implementation teams and/or branch managers
  • Facilitate communication between Customer, Commercial, IT, Operations, Finance, Legal stakeholders involved in the customer implementation
  • Analyze and document operational process requirements, IT requirements, reporting requirements, staffing requirements, etc
  • Design Customer-specific reports and system integrations for IT development
  • Develop KPIs and the respective monitoring tools to ensure a successful implementation
  • Prepare and maintain Customer standard operating procedures. Build work instructions
  • Provide SOP training
  • Handover ownership to Operations after implementation is finalized

SUPERVISORY RESPONSIBILITIES

This position does not supervise any direct reports.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

EDUCATION AND EXPERIENCE:

• Bachelor’s degree in Business Administration or related fields; Master’s degree preferred, or equivalent combination of education and work experience will be considered in lieu of educational requirement
• 3+ years’ experience in a customer implementation role in the freight forwarding industry
• Proven project management experience
• Logistics experience is a plus
• Excellent verbal and written communication skills in English and Spanish
• Excellent organizational skills and attention to detail
• Proficient with Microsoft Office

KNOWLEDGE, SKILLS & ATTRIBUTES

• Can make something complex easy to understand           
• Can move from strategic to detailed focus easily
• Self-confident, creative, innovative
• Willing to help, looks for solutions, coach others in finding their own solutions
• Values each person no matter their position, empathetic
• Team oriented. Willing to lead and to follow depending on the situation. Eager to go above and beyond when needed to be successful
• Curious and continuously looking for ways to learn, grow and improve
• Strong leadership and/or team building skills
• Proven Project Management experience
• Able to simultaneously lead multiple projects under pressure in fast-paced environment
• Ability to prioritize and handle shifting of priorities professionally and effectively
• Ability to define problems, collect data, establish facts, and draw valid conclusions
• Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables
• Strong quantitative, analytical, problem-solving, and systemic thinking skills with ability to thoroughly synthesize information from different sources
• Effective communication and Change Management skills. Positivism and ability to excite and motivate people at all levels of the organization
• Data Analytics: Business Objects
• Proficient in general Microsoft Office applications (i.e., Word, PowerPoint, Excel, SharePoint, Outlook, Teams)
• Knowledge of Power BI and Power Automate a plus
• Fluent in English (both written and spoken). German, Spanish, or French are positive
• Typically, less than 30% travel, mostly within US and Canada. Special project may require more for a short duration Some international travel

PHYSICAL DEMANDS

• Frequently required to stand, and walk
• Regularly required to sit for extended periods
• Regularly uses arms to reach, hands and fingers for computer and phone use
• Speaking clearly and listening for heavy phone contact
• Requires close-up and computer screen distance vision ability

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT

The work environment characteristics are similar of those of an office setting with various office equipment.