Sales Analyst, Pen

Job Req Number: 65642
Time Type: Full Time

**Purpose of Position**

The purpose of this position is to drive retention of key business and enable incremental growth by ensuring service excellence for and customer satisfaction of key accounts. Monitors the operational performance and processes for several customer accounts, ensures that performance is as per service specifications, and acts as the “bridge” between operations and the client as it pertains to service delivery and any operational issues. This requires close collaboration with all internal stakeholders.

This position also provides administrative support to account managers in connection with customer inquiries, sales controlling and business implementation.

**Key Task**:
**Sales Support**
- Create and maintain non-sales representative assigned level customer profiles, assure accuracy/completeness of data and regular track related activities updates in MS Dynamics.
- Assist account manager in new business implementation.
- Assist Commercial Manager to maintain rate folder accordingly to ISO requirement including guiding new hires to ensure the folder are upkeep accordingly.
- Responsible for all administrative task of the department.

**Ensuring operational excellence**
- With the support of OPS staff, monitor and assure operational excellence for assigned customer account(s) with a focus on standard operational KPI’s, customer specific KPI’s, data quality, EDI compliance, etc
- Proactively drive continuous improvement of service delivery for the assigned account(s), detect and analyze sub-optimal performance, and initiate improvement actions
- For service deteriorations / deficiencies, ensure that a proper root cause analysis is performed (either by self or by OPS, depending on size of account), escalate to relevant parties when necessary, and manage the communication with the customer
- Initiate and ensure that corrective actions are taken by the respective P&L owners in the Branch operations, monitor the completion of these actions
- Take ownership of addressing the performance failure causes that are on customer side (e.g. infeasible transit time commitments, data quality/timeliness issues, mismatching expectations). Escalate to commercial KAM when necessary.
- Address data quality/quantity issue to relevant countries, escalate to region/corporate where required.

**Drive customer retention and enable incremental growth**
- Provide operational support, including preparation and participation in customer QBR, and follow up actions with the operational organization accordingly.
- Provide proactive operational recommendations to the commercial team and Product management regarding setup, structure, procedures, required capacities etc.
- Through the regular customer interaction, continuously evaluate the match between customer needs and current service package, with the aim of spotting upselling opportunities for additional products, services, and solutions. Feed info to commercial team for the purpose of realizing these opportunities.
- Support quotation and operational coordination of spot business.
- Verification of invoices issued for quotes made locally to minimize error & maximize profitability

**Quality, Health, Safety & Environment**
- Perform assigned tasks to ensure DSV meets its objectives and targets regarding quality, health, safety and environment as documented in SharePoint and follow all requirements as set out in the QHSE policy.
- It is the responsibility of all staff to ensure that their day-to-day activities embrace sustainability/Health and safety therefore reducing the impact upon the environment, supporting the communities we work in and reducing incidents in the workplace.

**DSV - Global transport and logistics**

DSV is a dynamic workplace that fosters inclusivity and diversity. We conduct our business with integrity, respecting different cultures and the dignity and rights of individuals. When you join DSV, you are working for one of the very best performing companies in the transport and logistics industry. You’ll join a talented team of more than 75,000 employees in over 80 countries, working passionately to deliver great customer experiences and high-quality services. DSV aspires to lead the way towards a more sustainable future for our industry and are committed to trading on nature’s terms.

We promote collaboration and transparency and strive to attract, motivate and retain talented people in a culture of respect. If you are driven, talented and wish to be part of a progressive and versatile organisation, we’ll support you and your need to achieve your potential and forward your career.