Asia Pacific Regional Control Tower Executive
AP origin & destination management to comply customer requirement, to liaise with customer on operation excellence
Operation review within AP countries to communicating with each countries operation teams to optimize the process.
Advice DHL internal regions and countries on the requirements of the customer at tactical level.
Ensure alignment of operation procedures with other DHL regional Control Towers.
To manage and execute service delivery by initiating Service Performance Initiatives (SPI) or Corrective Action Plan (CAP). The Executive is to work closely with the Senior Manager 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.
The Executive is also responsible for providing regional reporting for internal and external.
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.
Overall goals / Typical measures
Understand the account requirements and documented in SOP
Maintain an updated APJ Process Specification Document (PSD).
KPI review sessions with both internal and external stakeholders.
Customer Satisfaction Survey
Good logistics and distribution operations experience
Good customer service, analytical & facilitation skills
Ability to work under stress and tight deadlines
Excellent communication and interpersonal skill.
Proficiency& Excellent in Microsoft Office, Excel & Power Point
Ability to work closely together with other functional disciplines
Strong all round relationship builder.
Candidate must be flexible with hours.
Conceptual thinking, smart, independent and willing get hands dirty.
Excellent in troubleshooting, problem-solving, analytical and facilitation skills.
A resilient team player with high integrity and have a strong focus on quality customer service.
Performs other task as required by the management and other job-related functions as at when required.
Comfortable working under pressure, meeting deadlines and consistently achieving agreed target.
Expected years of experience (Minimum)
Min 2 to 3 years Customer Service and/or Control Tower experience preferably in the Freight Forwarding and Logistics industry (Mandatory Requirement).
Expected Educational Qualifications
Bachelor Degree & equivalent
Fluent English & Mandarin conversant (Job required)
Zahlen und Fakten
DHL Global Forwarding (Malaysia) Sdn. Bhd.
„Die Deutsche Post DHL bietet mir Sicherheit, die Chance mich weiterzuentwickeln und die Möglichkeit, in fast jedem Land der Welt zu arbeiten.“
Aktueller Mitarbeiter – Senior Consultant in Bonn