Implementation Coordinator at Savino Del Bene

About the job
Job Purpose

• Integrate client needs with SDB services and solutions, while managing risk (s).
• Collaborate with Sales during client/DIFF Review & SDB account inception, ensuring all operational processes and procedures have been followed and understood by both the client and the Sales member. 
• Support SOP data content review and check compliance – Assess/Address risk areas and ensure the needs of both Operations and Brokerage are clearly noted enabling successful onboarding of new business. Thereby protecting the revenue expected and increasing SDB brand reliance. 
• To embark on continuous system(s) and process(es) improvements and consistency whilst maintaining our core values and best in class culture.
• To strive and achieve our business & departmental principles and touchpoints while maintaining our core values (Innovation, Respect, Trust, Teamwork and Integrity) and culture.

Key Performance Areas

Customer Engagement

• Assist in the SOP handover process between Sales and operations departments to ensure a smooth and accurate flow.
• Document and upload SOP and department handover signatures
• New Account: Review first closed file with Sales and Operations and cover all aspects of SDB service. Identify any gaps and support Sales and Operations to conclude updated SOP. Sign off first shipment/file check process and update internal compliance systems as needed (PIP etc) 
• Monthly client review (till 3 months onboarding close) Review SDB performance to client expectation:
• – Conduct monthly NPS with new client and share feedback with Sales and Operations. Act as needed and support Sales update of SOP -Any changes to original SOP need to follow the same process as original SOP submission and uploading.
• Audit at 6 months – Conduct further NPS and client call to review service and needs – Has SDB addressed all service needs etc – Note same and provide feedback on audit done to management team.
• Address any deviations / changes on the required level
• Customer feedback, [email protected] , service delivery /failures, service delivery success noted for continuous improvement

Business Processes and Policies

• Analyze trends and data conclusions
• SOP auditing and output matches SDB expected standards and operating processes
• Ensure all SOP noted processes are aligned with SDB standards and QA points are in place
• Ensure SOP data is compliant with ISO system standards
• Guide Sales Member to Close gaps that might be present ex audit

Qualifications and Experience

• Matric Certificate 
• National Diploma in Supply Chain & Freight Forwarding
• 5 – 10 yearsrelated experience (Operational experience) in the above fields
• Previous experience in quality system/process/special project, design and implementation. 
• Cross functional workings and engagement experience 
• Ocean &Airfreight, Imports & Exports as well as Brokerage experience 

Knowledge and Skills

• Mathematical analysis
• Trend analysis
• Negotiation skills
• Management skills
• Time management
• Compliance and risk assessment
• Customer engagement at all levels
• Computer literacy
• System & software literacy
• MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook
• L-Shipping (In House systems)
• Shipshape would be beneficial Other
• Savino Del Bene client / sector structure(s)
• Savino Del Bene network structure(s)
• Alternatives available within the service offerings and sectors
• Industry relatedness and the type of services offered
• How synergies can be achieved
• Market powers

Personal Attributes

• Professional always
• Presentable always
• Excellent interpersonal skills
• Excellent communication skills
• Attention to detailand the abilityto question subject matter
• Balance finely betweenobjectivity and subjectivity
• Think strategic & solution orientated
• Change losses (risks)into profits (opportunities)
• Remove losses (processes or other) that do not work or contribute
• Cool, calm, collected and the abilityto hold composureunder duress and stress (pressure)
• Energetic, innovative
• Well organized and administered to solve problems and simply matters
• Responsiveness and Resilient
• Self Confidence
• Propensity to own and handoff