Customer Business Solutions

Monroe Consulting Group Malaysia, an executive recruitment firm, is partnering with an international 4PL logistics and supply chains company to hire a Customer Business Solution (Senior Executive / Assistant Manager). This role will be in charge of commercializing and implementing the company's Business Solutions among customers, within the perimeter she/he is responsible for, taking into consideration commercial, operational, and IS constraints.

Job Responsibilities:

1. Contribute to the information Management Global Offer commercialization.
2. Raise Sales Force awareness and understanding of the Business Solutions and the use of its different modules (LINK, EDI, REPORTING).
3. Present our Global Business Solutions to clients.
4. Customize specific demos based on requirements.
5. Train customers on our Business Solutions tools (LINK, REPORTING).
6. Design and propose an Offer.
7. Analyze customer needs in terms of Business Solutions and write related requirements.
8. Support tenders in terms of Business Solutions.
9. Ensure customer Business Solutions development and proper deployment.

Implement an offer:

1. Write Business Offer operating process.
2. Write requirements needs and/or functional requirements specification of Business Solutions systems evolution.
3. Write specific requirements for EDI.
4. Support Customers to all Business Solutions tools (LINK, REPORTING).
5. Ensure Level 1 support on Business Solutions applications to internal users.
6. Build and provide key indicators (KPI, KOI, KFI).
7. Manage overall implementation project or focus on an expertise (LINK, EDI, Reporting).

Build internal Monitoring:

1. Provide tools to teams in charge of Data Quality for internal monitoring.
2. Train teams in charge of DQ on tools and/or internal reporting to cover any DQ discrepancies.
3. Coordinate with MIS on technical issues raised by DQ issues.

System Gap analysis:

1. Detect potential dysfunctions and/or entries deficits in our business solutions systems and coordinate corrective actions with quality service (root causes).
2. React to any rising information related to process gaps.

Process improvements:

1. Provide elements for customers' contractual activity reviews.
2. Participate in improvement plans and customer productivity implementation and monitoring.
3. Conduct regular reviews with customers on Business Solutions deployment.

Systems / tools improvements:

1. Monitor the market's best practices.
2. Come up with new ideas and suggest them to the team.
3. Act as pilot for any substantial functionalities made by MIS.

Alert/Inform Management:

1. Alert and report dysfunctions to Management.
2. Inform Management of any significant quality service deterioration.

Support activities:

1. Ensure Level 1 support to customers on Business Solutions tools.
2. Create and maintain proper documentation on customer profiles on the CBS scope.

Specific Activities:

1. Carrying out any other request made by their manager.

Job Requirement:

1. Proven track record in a similar role, including team coordination leadership in an international environment.
2. Experience in management system implementation or maintenance.
3. Problem solving and continuous improvements experiences.
4. Master's degree: Information Technology, Economics, International Affairs or Equivalent.
5. Good knowledge in overland, Air and Sea transportation.
6. Excellent presentation and communication skills in English.
7. Service-minded personality and customer-facing experience.
8. Operational excellence oriented.
9. Well organized & structured mindset.
10. Good knowledge of MS Office / BI & data visualization tools.
11. Ability to work under pressure in a matrixed organization.
12. Ability to travel.