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Executive, Regional Control Tower AP

1 month ago

Bayan Lepas, Penang, Malaysia DHL Germany Full time
Regional Control Tower Executive (Asia Pacific)- Required Shift rotation (Night Shift)

We are looking for experienced talents who specialize in Customer Care with logistic knowledge, especially familiar with account operation compliance & project/programme management/implementation. This role will be responsible for working on assigned accounts, maintaining communications with all parties related to ensure both operational excellence and customer satisfaction from a country perspective. Overall responsible for the management of the control tower operation.

The role requires executing the below tasks and initiatives:

  • Customer engagement: Liaise with customers on operational excellence to achieve the best performance.
  • AP Origin & destination management: Comply with customer requirements. Advise DHL internal regions and countries on the requirements of the customer at the tactical level.
  • Operation and performance review: Communicate with each country's 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 program initiatives, implementation, and drive internal & external (Customer) from business requirements.
  • Initiate detailed studies and analyze based on actual operations and collaborate with external & internal stakeholders for new solutions. Lead in generating and carrying out strategic plans for further improvement.
  • Ensure that customer complaints are managed properly by addressing service and operational issues and constantly developing standards and improvement plans in line with customers' needs and organizational values.
  • IT: Work with IT to ensure customers' special EDI program is functioning and flows to the customer system successfully.
  • Perform other tasks as required by management and other job-related functions as needed.

Accountabilities - Overall goals / Typical measures:

  • Understand the account requirements and document them 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 expect the below:

  • Possess a Diploma/bachelor's degree in Logistic Management & Transportation or any equivalent academic background.
  • Minimum of 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 overseas colleagues.
  • Candidate must be willing to do shift work (Night Shift), Public Holidays & flexible with working hours.
  • 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 with other functional disciplines (Strong all-round relationship builder).
  • Strong Exception Management skills.
  • Strong Leadership skills.
  • Excellent troubleshooting, problem-solving, analytical (attentive to details), and facilitation skills.

Attributes required:

  • Responsible for assigned tasks & able to work independently (minimal supervision).
  • Positive Mindset (able to adapt to changes).
  • Fast learner & proactive.
  • A resilient team player with high integrity (Good self-discipline) and a strong focus on quality customer service.
  • Comfortable working under pressure, meeting deadlines, and consistently achieving agreed targets.
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