Manager, Projects, Kul

4 weeks ago

Shah Alam, Malaysia DSV Full time

If you are a current DSV employee and interested in a position in another country, please contact your Human Resource representative to discuss the process and requirements of applying.

Job Req Number: 78553
Time Type: Full Time

**Purpose of Position**
Lead, monitor and guide colleagues to ensure assigned key accounts meet customer needs and expectations (SOPs compliance) through operations excellence. Ensure continuous profitability optimization through process improvement and reengineering.

**Key Tasks**
- Customer Management- Attend to customers inquiries and ensure proficiency on all service features.
- Study customer’s enquiries and obtain necessary information from various departments to prepare proposal or quotation to customers.
- Identify and evaluate unsuccessful quotations and implement action plans to improve outcomes to an acceptable level of success.
- Follow up with respective customers on overdues when finance dept requires assistance.
- Receive calls, investigate and resolve a variety of external and internal customers’ complaints, general queries and invoicing inquiries. Initiate communications, monitor and follow-up closely with customers and internal parties to resolve concerns raised.
- Build a strong operational customer relationship and understand the customers’ organization (structure, processes and requirements)
- Timely and accurate communication to the customers on rate / surcharge changes
- Attend customers’ meetings - introduction / quarterly business reviews / operations review / trouble-shooting service failure / RFQ and etc
- Collaborate with customers to identify areas for process improvement and efficiency
- Build strong rapport with customers
- Ensure feedback from customers are promptly disseminated to all respective stakeholders and follow-up on the required corrective action

**Operations Management**
- Responsible for overall monitoring performance and supporting staff to ensure correct handling of shipments for multimodal, trans-shipments (multi-leg), cross-trade, HL, barge, project management, OOG Seafreight, dangerous goods and work in with the branch where applicable, for general air and seafreight.
- Manage and monitor staff to ensure monthly objectives are accomplished
- Assist the director to monitor and manage subcontractors (ensure contracts in place; establish KPIs; their compliance with our service level agreement, check invoices and etc)
- Where applicable attend to field needs when necessary (port operations for charter)
- Monitor customer agreed KPIs, guide and support the team for specific key accounts to ensure quality services are delivered to customer
- Continuous profitability optimization through process improvement and reengineering
- Drive Continuous Improvement Projects (CIPSs) for the assigned key account
- Ensure that the standard of service (Master SOP), the relevant system SOP and working procedure is understood and executed
- Establish and maintain favorable work relationship within Project dept with other products
- Responsible directly or indirectly for the closing of files and correct revenue recognition
- Lead and collaborate with other functions, subcontractors, overseas offices to resolve customers issues and escalate when needed to the respective stakeholders

**Business Implementation**

**Data Management**
- Responsible for the data quality (updated and accurate) in the database for selling and buying rates

**Processes, Risk, QHSE, CoC Compliance**
- Implement process to ensure customer selling rate and rate validities are provided and/or signed-off in the branch
- Implement process to ensure all customer selling rate are properly maintained and available within the branch
- Mitigate risks and liabilities by negotiating appropriate terms and conditions with vendors/business partners
- Drive data quality improvement in CW1, ensure CW1 use and high data quality input
- Perform assigned tasks to support company objectives and targets regarding quality, health, safety and environment as documented and follow all requirements as set out in the QHSE policy
- Ensure that day to day activities embrace sustainability, health and safety, reducing the impact upon the environment, supporting the communities we work in and reducing incidents in the workplace

**Competencies**
- Ability to communicate cross-functionally within a matrix organization
- Good communication skills
- Self-motivated, flexible and resilient
- High result orientation and customer focus
- Analytical and problem-solving skills
- Ability to integrate and coordinate efforts / resources across functions and boundaries
- Ability to clearly and concisely present both written and oral information
- Good in networking & relationship building
- Willingness to challenge the status quo
- Ability to convince others
- Effective listening
- Capable to make informed judgments and to generate practical, timely solutions

**Function / Market & Industry Knowledge / Business Acum

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