Job Purpose

Own customer service reliability, to deliver consistency, trust, operational excellence and operational governance across regions. Serve as the central coordination point between stations, GSCs, commercial teams, and customers.

Key Responsibilities

External Customer

· To liaise with commercial / implementation / customers to understand the service requirements. · To develop and set up a Customer Program Solution & Proposal based on an agreed Control Tower funding methodology.
· Preparing regional reports and participate in presentations to Customers.
· To implement in the Regional Control Tower project and support on the overall process evaluation at the view of CT.
· To review the project with commercial / implementation / DHL stations/customers for further improvement approach.
· To work on capacity & forecast within DHL controllable limits and plan for contingency as applicable.
· Main Point of Contact for any Optimisation, Process Improvements Projects, Workshops and others for Asia Pacific.
· Explore Opportunities for Potential Existing or New Business Gains with customers.

Internal Customer
· M&S / Implementation - To liaise with account owner to have meeting with customers to understand the requirements.
· To initiative the CT proposal and get align with implementation & commercial team.
· Quote for Control Tower service to commercial and get agreement of the billing process.
· To arrange DHL internal workshop with different product for well delivering the Control Tower value.

Customer Operation Team

· To guide the team to understand the customers’ requirements.
· Monitor all operations and information systems to ensure compliance against customer defined SLAs, KPIs and internal DHL processes.
· To conduct pre-audit to ensure team are ready to handle the new business.

Overseas Office/Agent/Counterpart

· To liaise with origin/destination office related to the account/ business to provide necessary info.
· To ensure origin/destination office understand the dynamics & specifics of the assigned account/business which fully comply to the customers’ requirements.

Experience/Qualification Requirements

· Degree or equivalent
· Over 5 years of customer service experience preferably in the Freight Forwarding and Logistics industry
· Managerial Experience preferred
· Regional Asia Pacific Exposure preferred At least 5 years’ experience in Logistics.
· Strong analytical and problem-solving skills
· Strong Communication skills, verbal and written in English
· Excellent Airfreight & some amount of Warehousing Knowledge is preferred
· Excellent Presentation Skills & Excel knowledge is a must
· Software skill (Microsoft Office applications etc.)
· Excellent team work/leadership/influential skills and sensitivity to cultural difference is essential
· Able to multi-task in a challenging environment Knowledge of EDI interface