Manager & Service Delivery-4PL

C.H. Robinson Freight Services (Malaysia) Sdn Bhd; Kuala Lumpur; On-site; MYR 70,000 - 90,000; Full time

Job summary

A logistics company in Kuala Lumpur is seeking a Manager of Service Delivery to oversee the execution of their service strategy across assigned customers. You will be responsible for ensuring service excellence, customer satisfaction, and leading a team focused on continuous improvement. The ideal candidate should have a strong background in operations management, a minimum of 5 years of experience in customer-facing roles, and at least 2 years in a leadership position. This role requires effective communication skills and a dedication to fostering a diverse work environment.

Qualifications

• Minimum 5 years of experience in operations and/or customer/client service.
• Minimum 2 years of leading and managing teams.
• Ability to travel up to 10% domestically and internationally.

Responsibilities

• Drive consistent execution that meets Service Delivery requirements.
• Collaborate with multiple areas to drive standardization of practices.
• Lead and mentor the service delivery team.

Skills

Problem-solving skills

Conflict resolution skills

Interpersonal skills

Communication skills

Leadership skills

Education

High school diploma or GED

Bachelor’s degree

Tools

Microsoft Office Suite

Job description

The Manager Service Delivery is responsible for the execution of RMS’s Service Delivery strategy for an assigned customer or customer portfolio, in line with customer SLAs and expectations. This includes responsibility for Service Delivery Excellence & Customer Satisfaction, Personnel Development and Management and Service Delivery “Operational Excellence” via Continuous Improvement approach.

DUTIES AND RESPONSIBILITIES

• Business Strategy:
  • Drive consistent execution that meets Service Delivery requirements and expectations
  • Leverage Operations Dashboards and internal analytics to understand areas of service excellence & service gaps, and work with teams on actions to address identified gaps
  • Utilization of continuous improvement methodology in management of KPIs for the service delivery team
  • Identify recurring service delivery interruptions & customer issues, drive root cause analysis and resolve via appropriate corrective & preventive actions
  • Key customer contact for Service Delivery (Operational) needs
  • Collaborate with multiple areas of the business to drive standardization of leading practices
  • Lead and mentor direct reports providing regular feedback, coaching and guidance based on performance, dashboards, and Personal Development Plan
  • Ensure that all assigned team-members have a solid understanding of customer business objectives and the plans to attain those objectives
  • Ensure service delivery team has resources required to execute day-to-day operations
  • Coordinate schedules to ensure proper account coverage. Examples of but not limited to PTO, meals, breaks
  • Maintaining and utilizing Account Specific Onboarding for new team members
  • Other duties or responsibilities as assigned according to the team and/or country specific requirements

QUALIFICATIONS

Required:

• High school diploma or GED
• A blend of education and work experience may be considered
• Minimum 5 years of experience in operations and/or customer/client service facing role
• Minimum 2 years of leading and managing teams
• Ability to travel up to 10% (domestically and international)

Preferred:

• Bachelor’s degree from an accredited college or university preferred
• Experience executing businesses through Standard Practices and Operational Excellence methodologies
• Advanced proficiency in Microsoft Office Suite of programs
• Strong problem-solving and conflict resolution skills
• Ability to adapt and lead in a fast-paced environment
• Strong interpersonal/communication and presentation skills, with ability to communicate effectively in a highly responsive and professional manner
• Strong business acumen
• Ability to develop strong working relationships, both internally and externally
• High level of integrity where personal and professional values are aligned with the company's mission, vision, and leadership framework
• Ability to work collaboratively within the business setting
• Values a diverse and inclusive work environment