Executive, Regional Control Tower AP

We are looking for experienced talents who specialize in Customer Care with logistic knowledge, especially familiar with account operation compliance & project/programme management/implementation. This role will be responsible for working on assigned accounts, maintaining communications with all parties related to ensure both operational excellence and customer satisfaction from a country perspective. Overall responsible for the management of the control tower operation.

The role requires executing the below tasks and initiatives:

• Customer engagement: Liaise with customers on operational excellence to achieve the best performance.
• AP Origin & destination management: Comply with customer requirements. Advise DHL internal regions and countries on the requirements of the customer at the tactical level.
• Operation and performance review: Communicate with each country's operation teams to optimize the operation process.
• Manage and execute service: Service Performance Initiatives (SPI) or Corrective Action Plan (CAP). The Executive is to work closely with the Senior Manager/Senior Executive 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.
• Lead program initiatives, implementation, and drive internal & external (Customer) from business requirements.
• Initiate detailed studies and analyze based on actual operations and collaborate with external & internal stakeholders for new solutions. Lead in generating and carrying out strategic plans for further improvement.
• Ensure that customer complaints are managed properly by addressing service and operational issues and constantly developing standards and improvement plans in line with customers’ needs and organizational values.
• IT: Work with IT to ensure customers’ special EDI program is functioning and flows to the customer system successfully.
• Perform other tasks as required by management and other job-related functions as needed.

Accountabilities - Overall goals / Typical measures:

• Understand the account requirements and document them in SOP.
• Maintain an updated Global Process Specification Document (PSD).
• KPI review sessions with both internal and external stakeholders.
• Customer Satisfaction Survey.

To be successful in this role, we expect the below:

• Possess a Diploma/bachelor's degree in Logistic Management & Transportation or any equivalent academic background.
• Minimum of 4 years of Customer Service and/or Control Tower experience preferably in the Freight Forwarding and Logistics industry.
• Proficient in Microsoft Office, including Word, Excel, and PowerPoint as well as Microsoft Outlook.
• Fluency in conversing and writing in English and Mandarin is required as this position will interact with clients and overseas colleagues.
• Candidate must be willing to do shift work (Night Shift), Public Holidays & flexible with working hours.
• This position will be based at our Penang Branch, Bayan Lepas.

Skills required:

• Good logistics and distribution operations experience.
• Customer Orientation (Good in customer service, communication, and interpersonal skills).
• Ability to work closely with other functional disciplines (Strong all-round relationship builder).
• Strong Exception Management skills.
• Strong Leadership skills.
• Excellent troubleshooting, problem-solving, analytical (attentive to details), and facilitation skills.

Attributes required:

• Responsible for assigned tasks & able to work independently (minimal supervision).
• Positive Mindset (able to adapt to changes).
• Fast learner & proactive.
• A resilient team player with high integrity (Good self-discipline) and a strong focus on quality customer service.
• Comfortable working under pressure, meeting deadlines, and consistently achieving agreed targets.