Customer Facing IT Technical Specialist

DHL Express; Johor; On-site; MYR 60,000 - 85,000; Full time

Job summary

A global logistics leader in Johor is seeking a Customer Facing IT Technical Specialist to enhance customer relationships and drive innovative solutions. The ideal candidate will have 3-6 years' experience in a similar role within the logistics sector, a graduate degree, and strong project management skills. This role involves collaborating with cross-functional teams, managing customer escalations, and providing training to ensure complete customer satisfaction.

Benefits

Strong career support

Multifarious benefit program

Great culture and colleagues

Qualifications

• 3-6 years of solutioning, customer facing project related exposure preferably within the logistics industry.
• Strong understanding of the logistics and e-commerce industries.
• Project management skills with problem-solving ability.

Responsibilities

• Build and maintain strong relationships with customers.
• Lead solution implementation projects, managing timelines and resources.
• Track and analyze project performance.

Skills

Customer relationship management

Data analysis

Problem-solving

Project management

Technical proficiency in Excel

Presentation skills

Education

Graduate Degree in any discipline

Tools

MS Excel

MS PowerPoint

Power BI

Job description

YOU TACKLE FOR QUALITY AND GREAT SERVICE. THIS WILL IMPROVE THE LIFE OF OUR CUSTOMERS.

Would you like to become part of the world’s most international company? A company that pioneered cross-border express delivery in 1969 and it now active in more than 220 countries and territories worldwide. Do you want to be part of a company that connects people worldwide? And the more people we connect, the better life will be on our planet.

Do you want to make a difference? Then come to our Insanely Centric Team and become a Certified International Specialist!

Job Purpose

The Customer Facing IT (CFIT) Technical Specialist serves as a key point of contact between the company cross function and its customers, ensuring the delivery of innovative solutions that meet customer needs while aligning with business goals. This role requires a mix of technical expertise, problem-solving skills, and customer relationship management to deliver exceptional service and drive customer satisfaction.

Key Responsibilities

Customer Engagement

• Build and maintain strong relationships with customers, understanding their business process, objectives and challenges.
• Act as a trusted advisor and primary point of contact for customer concerns and solution delivery.

Solution Development and Delivery

• Collaborate with cross-functional teams to design and implement standard or tailored solutions that meet the customer's logistics and operational needs.
• Ensure seamless delivery and integration of solutions into the customer's environment.
• Provide proactive recommendations for process or product improvements.

UAT support

• Support in creating use case for testing, SOP, and process manual.
• Liaison with operation team for alignment of the operation processes and successful adherence of the process and development.

Project Management

• Lead solution implementation projects, managing timelines and resources.
• Coordinate with cross-functional teams to ensure timely resolution of customer issues.
• Owner of project charter and Business Requirement Document (BRD) for effective implementation of the projects.

Performance Monitoring and Reporting

• Track and analyze project performance to measure the success of implemented solutions.
• Provide regular reports, Meeting of Minutes (MoM) and updates to stakeholders, highlighting progress and areas for improvement.

Data analysis

• Hand‑on MS office tool such as Excel / PowerBi, for data crunching
• Must have good PowerPoint skills to create presentation to customer or internal management on the customer projects.

Customer Advocacy

• Act as the voice of the customer within the organization, advocating for their needs and feedback.
• Identify opportunities for upselling or cross‑selling additional services or products.

Training and Support

• Deliver training and support to customers to ensure they fully utilize solutions Identify opportunities for upselling or cross‑selling additional services or products.
• Support in training the customer and operation stakeholders on the new process / developments.

Customer Escalation Management

• Proactively address customer escalations by conducting Problem, Root cause and Solution (PRS) and implementing corrective actions for initial phase and post project implementation

Key Competencies & Skills

Core Competencies

• Deep focus on understanding customer needs and providing tailored logistics solutions.
• Ability to understand the customer requirement and suggest the best possible solutions.
• Leverage data to drive insights and make evidence‑based decisions to improve solutions.
• Think beyond the usual way the thinks operate to meet the customer requirements.
• Take ownership of project related communication internal and external.

Key Performance Indicators (KPIs)

• Revenue ROI – Return on Investment from key initiatives or projects.
• Project Delivery – Number of projects delivered within the stipulated timeline.
• Delivery Efficiency – Average number of days taken for project delivery.
• Internal Customer Satisfaction – Internal customer satisfaction score.
• Reporting & Analytics – Timely management of reports, data analysis, and presentations.

Your Profile

Qualifications

• Education: Graduate Degree in any discipline, preferably Degree in Management or related field.
• Industry Knowledge: Strong understanding of the logistics, and e-commerce industries.
• Technical Skills: Project management skills, know‑how of IT related development projects with problem solving ability, advanced proficiency in MS Excel and MS PowerPoint for reporting, data analysis, and presentations.
• Experience: 3‑6 years of solutioning, customer facing project related exposure preferably within the logistics industry.

Our Offer

• Strong career support in an international environment
• Great culture and colleagues
• Multifarious benefit program

Do you see a personal challenge in these versatile and responsible tasks? Then apply now!

We look forward to receiving your application!