Executive, Regional Control Tower AP

DHL Germany; Bayan Lepas; On-site; MYR 40,000 - 60,000; Full time

Job summary

A leading logistics company is seeking a Regional Control Tower Executive to oversee customer engagement and operational excellence within the Asia Pacific region. This role requires strong expertise in logistics management and communication skills, alongside a commitment to maintaining high customer satisfaction levels.

Qualifications

• Minimum of 4 years' experience in Customer Service or Control Tower roles.
• Proficiency in English and Mandarin, both written and verbal.
• Willingness to work night shifts and flexible hours.

Responsibilities

• Manage customer engagement and optimize operational performance.
• Conduct KPI reviews and manage customer satisfaction surveys.
• Lead implementation of Service Performance Initiatives.

Skills

Logistics Operations

Customer Service

Communication

Problem-solving

Analytical Skills

Education

Diploma or Bachelor's degree in Logistics Management & Transportation

Tools

Microsoft Office Suite

Outlook

Job description

Regional Control Tower Executive (Asia Pacific) - Required Shift Rotation (Night Shift)

We are seeking experienced professionals in Customer Care with logistics knowledge, especially those familiar with account operation compliance and project/program management/implementation. This role involves managing assigned accounts, maintaining communication with all relevant parties to ensure operational excellence and customer satisfaction from a country perspective. The overall responsibility includes managing control tower operations.

Key Responsibilities:

• Customer Engagement: Liaise with customers to achieve operational excellence and optimal performance.
• AP Origin & Destination Management: Ensure compliance with customer requirements and advise DHL internal regions and countries on tactical needs.
• Operation and Performance Review: Collaborate with country operation teams to optimize processes.
• Service Management: Implement Service Performance Initiatives (SPI) or Corrective Action Plans (CAP), working closely with senior management to resolve issues.
• Monitor operations and information systems to ensure adherence to SLAs, KPIs, and internal processes.
• Lead program initiatives, implementation, and drive internal and external business requirements.
• Conduct detailed studies and analyses to develop strategies for operational improvements.
• Manage customer complaints effectively, addressing service issues and developing standards for continuous improvement.
• IT: Coordinate with IT to ensure the proper functioning of customer-specific EDI programs.
• Perform other tasks as required by management.

Accountabilities:

• Understand and document account requirements in SOPs.
• Maintain an updated Global Process Specification Document (PSD).
• Conduct KPI review sessions with stakeholders.
• Administer Customer Satisfaction Surveys.

Candidate Requirements:

• Diploma or Bachelor's degree in Logistics Management & Transportation or equivalent.
• Minimum of 4 years' experience in Customer Service or Control Tower roles, preferably in freight forwarding and logistics.
• Proficient in Microsoft Office Suite and Outlook.
• Fluent in English and Mandarin, both written and verbal.
• Willing to work in shifts (Night Shift), on public holidays, and flexible with working hours.
• Based at Penang Branch, Bayan Lepas.

Skills Needed:

• Strong logistics and distribution operations experience.
• Excellent customer service, communication, and interpersonal skills.
• Ability to collaborate across disciplines and build relationships.
• Exception management and leadership skills.
• Strong troubleshooting, problem-solving, analytical, and facilitation skills.

Attributes:

• Responsibility and independence in task management.
• Positive attitude and adaptability.
• Proactive, fast learner, resilient, with high integrity.
• Ability to work under pressure, meet deadlines, and achieve targets.