Regional Control Tower Executive

1 week ago

Bayan Lepas, Malaysia DHL Full time

We are looking for experienced talent who is specialized 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.
-
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 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' needs and organization value.
-
IT: Work with IT to ensure customers' special EDI program is working & flow to customer system successfully.

  • Performs other task as required by the management and other jobrelated 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 above 4 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 required as this position will interact with clients and aboard colleagues.
  • This position will be based at our Penang Branch, Bayan Lepas.

Skills required:

  • 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, problemsolving, analytical (attentive to details) and facilitation skills

Attributes required:

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

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