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Regional Control Tower Executive

2 months ago

Bayan Lepas, Malaysia DHL Germany Full time
Job Description

Job Title: Regional Control Tower Executive

Job Summary:

DHL Germany is seeking a highly skilled Regional Control Tower Executive to join our team. As a key member of our logistics operations team, you will be responsible for managing and executing service performance initiatives, monitoring operations and information systems, and leading program initiatives to drive business growth.

Key Responsibilities:

  • Customer Engagement: Liaise with customers to achieve operational excellence and customer satisfaction.
  • AP Origin & Destination Management: Comply with customer requirements and advise internal regions and countries on customer needs.
  • Operation and Performance Review: Communicate with country operation teams to optimize operation processes.
  • Service Performance Initiatives: Execute SPI or CAP to ensure satisfactory closure of issues.
  • Monitoring and Compliance: Monitor operations and information systems to ensure compliance with customer-defined SLAs, KPIs, and internal DHL processes.
  • Program Initiatives: Lead program initiatives, implementation, and drive internal and external business requirements.
  • Analysis and Strategy: Initiate detailed study and analysis based on actual operations and collaborate with stakeholders for new solutions.
  • Customer Complaints: Manage customer complaints by addressing service and operational issues and developing standards and improvement plans.
  • IT Support: Work with IT to ensure customers' special EDI programs are functioning and flowing to customer systems successfully.

Accountabilities:

  • Account Requirements: Understand account requirements and document them in SOP.
  • Global Process Specification: Maintain an updated Global Process Specification Document (PSD).
  • KPI Review: Conduct KPI review sessions with internal and external stakeholders.
  • Customer Satisfaction: Conduct Customer Satisfaction Survey.

Requirements:

  • Education: Diploma/Bachelor's Degree in Logistic Management & Transportation or equivalent.
  • Experience: Minimum 4 years of Customer Service and/or Control Tower experience in Freight Forwarding and Logistics industry.
  • Skills: Proficient in Microsoft Office, including Word, Excel, PowerPoint, and Microsoft Outlook. Fluency in English and Mandarin required.