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Branch Manager - Customer Service & Operations

  • Gdynia, pomorskie
  • Kierownik
  • 07.12.2018

    Pracodawca ma prawo zakończyć rekrutację we wcześniejszym terminie.

    What is FedEx Trade Networks?
    FedEx Trade Networks is an international air and sea freight forwarder. Every day, we deliver “The Purple Promise - I will make every FedEx experience outstanding” to our customers.
    Our team’s talent and the desire to improve is the strength of our organization. Our people are given the time and the space to develop and implement new ideas. Do you want to be a part of “The Purple Promise”?”
    We will be more than happy providing you with more details during the recruitment process. We look forward to hearing from you!
    Branch Manager - Customer Service & Operations
    Miejsce pracy: Gdynia


    • Holds Branch P&L responsibility and accountability
    • Drives culture in accordance with the attributes of People Service Profit (PSP) Philosophy, Quality Driven Management (QDM), Purple Promise
    • Manages and drives performance of Supervisor(s) - Specialists 
    • Responsible for Customer Service (CS) activities and Operational activities 
    • Collaborates with other functions to deliver the purple promise to our customers, managing the customer experience
    • Collaborates with Sales to retain customers and optimize business opportunities with existing customers
    • Responsible for commercial activities such as: up selling services, offering alternative service options, handling spot (ad hoc) quote inquiries and provision of sales leads 
    • Responsible for managing (local) vendors and procuring rates locally where applicable 
    • Implement and adopts global best practice processes and standards 
    • Drives achievement of SQIs / KPIs down to team level
    • Acts as coach for team 
    • Identifies training needs and opportunities to develop a highly skilled team
    • Acts as escalation point for customers and other parties
    • Visiting customers within the same country/region is required, international travelling is limited
    • Performs any other tasks & responsibilities required ensuring high business performance and delivering the customer an outstanding experience 
    • The role reports to the Country Manager


    • Prepare and submit annual budgets to management; Control, monitor and report results on a regular basis to achieve budgeted targets
    • Ensure the branch is operating in compliance with local laws and to follow FedEx directives and regulations 
    • Manage /set-up arrangements for branch which includes but not limited to coordinating counterparts for renovation, IT/ and security installation and office administration 
    • Leads, motivates and supervises team in accordance with the attributes of PSP, QDM and Purple Promise. 
    • Conduct regular reviews (weekly, monthly) with his/her Supervisors (dotted and direct lines) and any other functions which are relevant. Topics such as, but not limited to, are reviewed: performances & corrective actions regarding: SQI/KPI , P&L, customer retention, repetitive complaints and incidents
    • Manages adherence to best practices processes, global policies & standards, Standard Operating Procedures with customers 
    • Collaborates with Sales, Product, Pricing, HR, Security, IT, Compliance, Legal and other relevant internal parties within and outside own country
    • Sensitive to the voice of the customer and take appropriate actions to meet them and passes them on to the relevant parties and the Regional or Country Manager CS & Ops
    • Drives the commercial role of Customer Service team, being: up selling additional services, identify business development opportunities, provision of Sales Leads to Sales, handling of spot and network (FTN/RSP offices) quotes, provision of alternative service options to customers
    • Creates, builds and maintains excellent relationships with key vendors
    • Continuously monitors vendors’ performance and develops improvement plan when required, based on Service Level Agreements
    • Develops sustainable relationship with key customers
    • Manage (local) vendors, including: procurement and performance based on Service Level Agreements and in line with global policies
    • Ensures that all customer enquiries are responded to promptly and professionally
    • Ensures appropriate allocation of resources and retain them
    • Takes an active role in providing leadership, development and direction of Supervisors and other direct reports and identifies training 
    • Liaise with Human Resources to ensure local HR compliance
    • Serves as escalation point and escalates to Regional or Country, CS & Ops Manager if necessary



    • Master Degree or equivalent


     Experience & knowledge: 

    • Minimum 10 years’ experience in the Forwarding Industry with a proven track record in a customer facing and operations role
    • Excellent customer interacting skills
    • Excellent knowledge of forwarding business, and business systems
    • Advanced knowledge in Customs requirements and regulations
    • Excellent understanding of customer needs
    • Excellent knowledge of CS and Operational processes and systems
    • Proven leadership, motivation and people skills
    • Good knowledge in continuous improvement and change management (Equivalent to QDM Apprentice Level, Yellow Belt), QDM Apprentice certified, as minimum requirement.
    • Analytical, organizational leadership and project management skills
    • Self-directed, high energy and proactive working style
    • Excellent communication and presentation skills
    • Fluent in English and local language communication (verbal/written)


    • Business-oriented and remarkable business acumen
    • Strong interpersonal and leaderships skills
    • Excellence in communications and presentation skills,
    • Able to communicate and interact on customer- operational, and senior management level.
    • Fluency in spoken and written English and local language(s) skills

    What do we offer?

    • A fantastic work environment both on the regional and local level,
    • An excellent team of dedicated and enthusiastic people (10),
    • Brand new office location on Sportowa 8 Street (starting April 1st 2019),
    • Global brand with interesting development possibilities,
    • Clear and smooth communication path with the Country Manager Poland,
    • Company car, laptop and cell phone.

    CV wraz ze zgodą na przetwarzanie danych osobowych prosimy przesyłać, za pomocą przycisku aplikowania:


    Prosimy o zawarcie w CV klauzuli: „Wyrażam zgodę na przetwarzanie danych osobowych zawartych w mojej ofercie pracy dla potrzeb niezbędnych do realizacji procesu rekrutacji prowadzonego przez FEDEX TRADE NETWORKS TRANSPORT & BROKERAGE POLSKA sp. z o.o. z siedzibą w Warszawie przy ul. Taneczna 18 zgodnie z ustawą z dnia 29 sierpnia 1997 r. o ochronie danych osobowych (t.j. Dz. U. z 2016 r., poz. 922)”. Jednocześnie wyrażam zgodę na przetwarzanie przez ogłoszeniodawcę moich danych osobowych na potrzeby przyszłych rekrutacji.

    Informujemy, że Administratorem danych jest FEDEX TRADE NETWORKS TRANSPORT & BROKERAGE POLSKA sp. z o.o. z siedzibą w Warszawie przy ul. Taneczna 18. Dane zbierane są dla potrzeb rekrutacji. Ma Pani/Pan prawo dostępu do treści swoich danych oraz ich poprawiania. Podanie danych w zakresie określonym przepisami ustawy z dnia 26 czerwca 1974 r. Kodeks pracy oraz aktów wykonawczych jest obowiązkowe. Podanie dodatkowych danych osobowych jest dobrowolne.