Analyst, Client Support Services

About us

DHL is present in over 220 countries and territories across the globe, making it the most international company in the world. With a workforce exceeding 350,000 employees, we provide solutions for an almost infinite number of logistics needs. DHL is part of the world’s leading postal and logistics company Deutsche Post DHL Group, and encompasses the business units DHL Express, DHL Parcel, DHL eCommerce, DHL Global Forwarding, DHL Freight and DHL Supply Chain.

We connect people and improve their lives. And we do it by being uncompromisingly customer-centric and delivering excellence day in and day out. By bringing people together and making life simpler – for our customers, our employees, our investors, and our society – we help make the world a better place. Being The Logistics Company for the World goes well beyond our global presence in over 220 countries and territories, or our tireless pioneer spirit when it comes to new markets. It also extends beyond our unique ability to offer a remarkable range of logistics solutions – from mission-critical express deliveries to economical freight transportation, from taking the complexity out of customs to managing the complexity of global supply chains and everything in between.

We want to be the logistics company people turn to – the first choice not only for all shipping needs, but also the first choice for career and investment opportunities and being the global benchmark for responsible business practice.

Responsibilities

Location: Bayan Lepas, Penang, Malaysia

About the role

1. Manage Network customer as a single point of contact for performance, relationship and escalation management
2. Generate new business leads to support growth agenda
3. Proactively offer recommendations for issue resolution and process improvements

Job Responsibilities

Relationship Management

• Act as the Single Point of Contact to the assigned Service Logistics network customer
• Lead Business Reviews with customers for business continuity and sustainable partnership
• Work with respective Account Managers to ensure execution of Account Plans

Performance Management

• Handle Inventory Management (Monthly/Quarterly/Yearly Inventory Count) and ensure countries counts are performed timely and accurately.
• Investigate and submit findings to customer in case of discrepancies
• Align country’s Operations Performance with global/regional goals
• Ensure consistency and service quality in collaborations with Network Operations ALM/ROM
• Govern customer Change Requests to ensure scope management & cost recovery
• Manage customer escalations and drive recovery plans.
• Execute customer's request timely and accurately
• Ensure the timely distribution of integrated performance reports to specific regional/global customers
• Provide ad-hoc reporting and analysis as assigned

Continuous Improvement (CI)

• Facilitate CI programs in various aspects – operations, systems, financial audits in collaborations with Network Operations
• Share best practices across countries and accounts
• Support process standardization to attain an operating standard model
• Track and monitor cost savings in collaboration with Network Operations

Requirements

Education / Qualification

• Bachelor's degree in Supply Chain/Logistics

Experience

• At least 4 years of working experience

Required Skills

• Solid understanding of the principles of supply chain management
• Excellent verbal and communication skills
• Attention to detail and results focused
• Stakeholder management skills
• Strong analytical and problem-solving skills
• Proficient in Microsoft Excel (vlookup function, pivot table, charts), Word, and PowerPoint