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Executive, Regional Control Tower Ap

1 month ago

Bayan Lepas, Malaysia DHL Full time

We are looking for experienced talents who specialiase 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 analyse 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 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 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 require 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, problem-solving, analytical (attentive to details) and facilitation skills

**Attribute require**:

- 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 self-disciplinary) and have a strong focus on quality customer service.
- Comfortable working under pressure, meeting deadlines and consistently achieving agreed target