Asia Pacific Regional Control Tower Executive

Bayan Lepas, Pulau Pinang, Malaysia Global Forwarding Freight 62334 2. March, 2021
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Key Activities

  • 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

  • Geschäftsbereich

    DHL Global Forwarding (Malaysia) Sdn. Bhd.

  • Reisetätigkeit erforderlich

    less 20%

  • Beschäftigungsart

    Unbefristet Vollzeit

  • Schichtarbeit


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