Job Description

Regional Control Tower Executive (Asia Pacific)

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 requires to execute the below tasks and initiative:

• Customer engagement: Liaise with customer on operation excellence to achieve best performance.
• 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 analyze 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\'s degree in Logistic Management & Transportation or any equivalent academic background.
• Min 3 years of Customer Service and/or Control Tower experience preferably in the Freight Forwarding and Logistics industry.
• Candidate must be willing to do shift work, Public Holiday & flexible with working hour.
• 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:

• 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

What can DHL offer you?

• Attractive remuneration package + insurance coverage + flexi benefits provided.
• Unlimited eLearning & Upskilling access + Internal Training Module

We apologies in advance for not responding. Only the right fit candidate will be in contact to proceed with next stage of pre-screening.
Thank You for choosing DHL Global Forwarding as the Employer of Choice.

Learn more about DHL

The Freight Forwarding experts since 1815. DHL Global Forwarding, Freight (DGFF) is part of the Deutsche Post DHL Group with over 43,000 employees in 101 countries. Our air, ocean, and overland freight forwarding services standardized transport as well as multi modal and sector-specific solutions, together with individualized industrial projects.

We are committed to creating a workplace that ensures mutual respect and is focused on results. We hire talented people from all backgrounds. Diversity enriches our workplace, drives our success and helps us deliver excellence. We are recognized as a Global Top Employer with 6 regions and 35 countries. Through our people practices, we help our forwarders realize their full potential by accessing in-site training programs, an online platform portal, loads of on-the-job training, and the chance to gain certifications for your role.

• 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

• 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

• Attractive remuneration package + insurance coverage + flexi benefits provided.
• Unlimited eLearning & Upskilling access + Internal Training Module

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