Executive, Operation Management, National Control Tower
DHL
Job Title
Job Scope:
• Execute agreed SOP to ensure stable service level and performance;
• Liaise with the related stakeholders (i.e. Operations/Product/FICO/IT/Stations/Commercial/Implementation) to resolve day-to-day operational issues or related customer complaints;
• Handle reports per business required & be responsible for report optimizations;
• Handles escalations or escalates further if required;
• Execute aligned corrective actions to achieve deliverable KPIs with allocated customers to ensure customer satisfaction;
• Retain a sustainable relationship with allocated customers on daily operation; well communicate with responsible functions to ensure the fulfilment in daily operation per service agreements;
• Participate in and support the implementation of programs to meet mandated customer requirements;
• Prepare & lead regular performance review meeting with customers (e.g. MBR, QBR, YBR);
• Launch performance / service quality improvement activities when observe performance failure;
• Be flexible on account support;
Requirements:
• At least 3 years in a working experience in a service related role, preferably in the logistics and supply chain industry;
• Excellent knowledge of LOGISTICS and/or the freight forwarding and/or contract logistics business;
• Better have ocean freight / airfreight / domestic freight operation experience;
• Excellent Product Knowledge and MS Excel & PPT Skills;
• Good communication and interpersonal skills;
• Excellent analytical and Problem Solving Skills;
• Good program management & quality management knowledge;
• Good presentation skills;
• Fluent English in written and speaking;