Pause
Lecture
Moteur de recherche d'offres d'emploi GEODIS

Global BE Mgr - Complaint Management M/F


Vacancy details

General information

Legal entity

GEODIS is a Supply Chain Operator ranking among the top companies in its field in Europe and the World. GEODIS, which is part of SNCF Logistics, which in turn is a business line of the SNCF Group, is the number one Transport and Logistics operator in France and ranked number four in Europe. The international reach includes a direct presence in 67 countries and a global network spanning over 120 countries.

Why join us ?

Transport and Logistics form a key sector in the world economy. As a major international player on this sector, GEODIS is geared to full satisfaction of all stakeholders, starting with its workforce, more than 39500 men and women worldwide who share the same values of commitment, innovation, trust, solidarity and passion that form the pillars of GEODIS corporate strategy.  

Reference

2022-10059  

Line Of Business

FREIGHT MANAGEMENT

Position description

Type of assignment

Full-time Regular

Function

Support function - Business Excellence

Job title

Global BE Mgr - Complaint Management M/F

Job description

• Complaint Management Administrator / Process Owner
o Responsible for the complaint management process.
o Monitor key process roles and work with GEODIS FF organization to fill roles when personnel changes occur.
o Monitor key process metrics and resolve process bottlenecks.
o Develop SOPs and Process documents
o Engage and follow up with Regional Superusers and Country Superusers to ensure continuity of the system use and ensure complaint management solution reaches expected targets.
o Proactively act on process deficiencies, inactive users, lagging actions such as corrective actions or RCA, monitoring response time rate and accuracy of response to complaints.
• Become an expert on the software solution (Cority Software Solutions – 3rd party vendor) implemented to support the Complaint Management process.
o Responsible for communication with Cority, including Cority planned system enhancements.
o Last escalation point for questions coming from Region / Country Superusers and End Users.
o Actively engage with Cority Support Team to communicate and resolve system failures or unplanned downtime. Liaise with Cority Support Team to issue tickets / resolve system issues in order to solve a reported problem.
o Liaise with Cority Support Team to identify technical solutions that will improve the Complaint Management process as part of a continuous improvement approach.
• Training
o Design, develop, and deploy effective training modules to support enhanced use of the Complaint Management process
o Conduct Train-the-Trainer training for new Regional and Country Superusers, evaluating training effectiveness
• Reporting
o Monitor, analyze, and report system / process key metrics
o Identify system and process issues and escalate as required
o Identify improvement opportunity using system and process metrics to support improving the Complaint Management process.
o Analyze and report metrics based on customer complaints (types of complaints, customer issues) for review by FF Mgmt to identify FF process improvement opportunities.
• Solution Development, Implementation and Go-Live deployment
o Part of the Project Team to develop, implement and support Go Live
o Support the transition from TEST / PREP to Production environment.

Applicant's profile

• Minimum 3 years' experience in project management (a must) – Strong interest and skill in medium term & long-term project management
• Ability to travel internationally (expected to be 10% but dependent on business requirements)
• Self-starting individual with ability to work unsupervised in a global environment.
• Reporting into the Freight Forwarding Line of Business (LoB) and work in a matrix organization with regional and corporate stakeholders.
• Excellent spoken and written English.
• Highly effective written and oral skills.
• Strong analytical, planning, and presentation skills
• Competent and experienced in process mapping and management.
• Strong continuous improvement capabilities and mindset.
• Experience in data management and data analytics would be a plus.
• Ability to work in a global multicultural environment and to communicate across all levels of the organization. Strong collaboration and networking skills.
• Proficient with Microsoft Office suite (Word, Excel, PowerPoint, Outlook, Power BI).

Working time (%)

100

Position location

Position place

Asia, Thailand, Krung Thep Maha Nakhon [Bangkok]

Location

Krung Thep Maha Nakhon [Bangkok]

Candidate criteria

Minimum level of education required

BACHELOR'S DEGREE

Years of experience in similar position

Junior (1 to 5 years of experience)

Languages

English (Fluent)