Customer Program Manager, AFR Customer Operations

DHL Germany; Bayan Lepas; On-site; MYR 100,000 - 150,000; Full time

Job summary

A global logistics company in Penang is seeking a logistics operations manager to develop and implement customer operations strategies. The candidate will ensure efficient management of logistics processes and collaborate closely with sales teams. Responsibilities include analyzing operational techniques and maintaining customer service standards. This role requires strong relationship-building skills and the ability to manage experienced professionals within a fast-paced environment.

Responsibilities

• Participate in design and implementation of customer operations strategy.
• Ensure efficient management of the flow of goods and information.
• Collaborate with sales team and support in customer requests.

Job description

Job Purpose

Participate in design and ensure implementation of customer operations strategy to deliver efficient logistics processes and results in the supply chain of a specific client using multimodal means of transportation and provide support to sales team in line with the business strategy and requirements, corporate guidelines and policies

Key Tasks

• Contribute to development of customer operations strategy in line with business strategy and requirements, corporate guidelines and policies
• Draft and ensure implementation of operational plans, measures and budgets
• Ensure efficient management of the flow of goods and information across a customer’s global supply chain utilizing air/ ocean/ ground transportation, customs brokerage services and dedicated warehousing/ distribution centers
• Ensure development and implementation of service programs in response to current and changing customer requirements identified by the sales teams
• Work with the sales and commercial teams in extending the service portfolio to acquire new business opportunities and provide support in a timely and accurate manner
• Extend support for planning and preparation of Customer Requests for Quotation (RFQ) and tenders including conducting customer visits and making presentations
• Ensure coordination with specialists from various logistics operations to guarantee integrated, cost and time-efficient logistics processes
• Analyze, research and develop improved operational techniques for value-added services
• Seek opportunities and lead their implementation to drive extension of operational services
• Make proposals to optimize and monitor processes related to customer order processing, shipping and returns
• Ensure adherence to operating standards and procedures to provide cost-effective, superior and efficient customer service
• Collaborate with responsible IT specialists to manage data flow and handling in line with customer requirements
• Study issues, determine opportunities and introduce best practices for customer operations focusing on increasing effectiveness and efficiency

Stakeholders

• Influence others outside of own job area regarding policies, practices and procedures
• Develop strong, trusting relationships with business leaders across DHL
• Cooperate with and coordinate 3rd parties e.g. external service providers
• Advise customers and key stakeholders on processes, systems and tools

Management Responsibility

• Manage experienced professionals who exercise latitude and independence in assignments