Executive, Ocean Freight Operations

1 month ago

Subang Jaya, Malaysia DHL Full time

For large customer with business in multiple stations:

- Reviews and ensures achievement of customer specific KPIs and service agreements
- Coaches relevant stations to ensure that the customer OP is followed and specifications are met
- Provides performance reporting
- Maintains communication will internal/external/third parties to meet customer expectations
- Provides proactive problem resolution and corrective actions to ensure excellence in service
- Handles escalations or escalates further if required
- Develops sustainable relationship with allocated senior management customer
- Coordinates and monitors customer OP-related processes
- Engages with responsible functions to design process improvements as needed
- Identifies customer needs, collaborates with appropriate commercial owner, or up-sells if applicable
- Coordinates implementation of additional business

**Job Requirements**:

- Proven track record in a CS Team Leader/other customer facing role, with specific experience in servicing key customer
- Excellent knowledge of forwarding business, products (Air Freight / Ocean Freight) and business systems
- Excellent understanding of customer needs
- Excellent knowledge of Customer Services processes and systems
- Excellent analytical and problem solving skills
- Proven project management skills
- Self-directed and proactive working style
- Excellent communication and negotiation skills

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