Service Quality Senior Specialist

4 weeks ago


Shah Alam, Selangor, Malaysia Talent Recruit Full time

Company Background:

Talent Recruit represents a client that provides innovative global supply-chain solutions across Automotive, Consumer, Industrial, and Retail markets in Sea Freight and Air Freight.

Job Responsibilities:

Service Excellence:

  • Ensure service quality and delivery performances meet customer and business objectives.
  • Collaborate with IT and other key business functions to develop, test, and implement new/improved services, processes, or applications.
  • Adopt and adapt information technology to enable efficient operating processes.
  • Investigate and determine root causes of SIO/NCR and KPI shortfalls.
  • Share success stories in KPI performance across all countries in the region.
  • Lead internal efficiency and productivity initiatives.
  • Support customer acquisition processes.

Process Management:

  • Evaluate business goals and objectives through strategic process analysis.
  • Analyze current processes and operational performance issues.
  • Design efficient processes and strategies, and present implementation recommendations.
  • Support technology upgrades or changes necessary to implement new processes.
  • Manage change and ease the transition to new processes.
  • Design and deliver education to support process owners impacted by change.
  • Coordinate studies of operational and performance data to align business processes with information technology.

Implementation:

  • Lead new customer/business implementation for the region.
  • Develop implementation plans and timelines.
  • Work closely with stakeholders to ensure seamless implementation and adherence to project milestones.

Training:

  • Initiate training programs to ensure staff are qualified and comply with operational standards.
  • Organize and prepare customer performance reviews.

Job Requirements:

  • Degree in an Engineering discipline.
  • Minimum 3 years direct working experience in similar shipping industry.
  • Candidates must have experiences in Service Excellence, Process Engineering & Improvement & Implementation.

Job Details:

  • Permanent employment.
  • Working hours: Mon - Fri (8.30am - 5.30pm).
  • Hybrid working arrangement.

Benefits:

  • 13 months salary.
  • Medical Allowance.
  • Insurance is provided.

Candidates may apply online or email their updated resume to Talent Recruit.

Only shortlisted candidates will be notified.



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