Job Description

We are looking for Experienced talents who specialist in Customer Care with logistic knowledge, especially familiar with account operation compliance & project/ programme management/ implementation. This role will be responsible to work on assigned account, maintain communications with all parties related to ensure both operation excellence and customer satisfaction in a country perspective. Overall responsible for the management of the control tower operation.The role require to execute the below tasks and initiative:

• Customer engagement: Liaise with customer on operation excellence to achieve best performance.
• AP Origin & destination management: Comply customer requirement. Advice DHL internal regions and countries on the requirements of the customer at tactical level.
• Operation and performance review: Communicating with each countries operation teams to optimize the operation process.
• Manage and execute service: Service Performance Initiatives (SPI) or Corrective Action Plan (CAP). The Executive is to work closely with the Senior Manager / Senior Executive Regional Control Tower to ensure satisfactory closure of all issues.
• Monitor all operations and information systems to ensure compliance against customer defined SLAs, KPIs and internal DHL processes.
• Lead for program initiatives, implementation and driving internal & external (Customer) from business requirements.
• Initiative detail study and analyse based on actual operation and cross work with external & internal, new solution. Lead in generating and carrying out strategies plans to further improvement.
• Ensure that customer complaints are managed properly by addressing service and operation issue and constantly developing standards and improvement plans in line with customers\xe2\x80\x99 needs and organization value.
• IT: Work with IT to ensure customers\xe2\x80\x99 special EDI program is working & flow to customer system successfully.
• Performs other task as required by the management and other job-related functions as at when required.

Accountabilities - Overall goals / Typical measures:

• Understand the account requirements and documented in SOP
• Maintain an updated Global Process Specification Document (PSD).
• KPI review sessions with both internal and external stakeholders.
• Customer Satisfaction Survey

To be successful in this role, we are expecting the below:

• Possess Diploma/ Bachelor Degree in Logistic Management & Transportation or any equivalent academic background.
• Min above 3 years of Customer Service and/or Control Tower experience preferably in the Freight Forwarding and Logistics industry.
• Proficient in Microsoft Office, including word, Excel and PowerPoint as well as Microsoft Outlook
• Fluency in conversing and writing in English and Mandarin is require as this position will interact with clients and aboard colleagues.
• This position will be based at our Penang Branch, Bayan Lepas.

Skills require :

• Good logistics and distribution operations experience
• Customer Orientation (Good in customer service, communication and interpersonal skills)
• Ability to work closely together with other functional disciplines (Strong all round relationship builder)
• Strong with Exception Management skill.
• Strong with Leadership skill.
• Excellent in troubleshooting, problem-solving, analytical (attentive to details) and facilitation skills

Attribute require :

• Have responsibility on the assign task & Work Independently (minimal supervision)
• Positive Mindset (able adapt to changes)
• Fast learner & Proactive
• A resilient team player with high integrity (Good self-disciplinary) and have a strong focus on quality customer service.
• Comfortable working under pressure, meeting deadlines and consistently achieving agreed target

DHL