Manager Service Delivery 4PL

C.H. Robinson; Batu Caves; On-site; MYR 80,000 - 100,000; Full time

Job summary

A global logistics firm is hiring a Manager Service Delivery in Batu Caves, Malaysia, to spearhead operational excellence while ensuring customer satisfaction. The role demands strong leadership skills, a minimum of 5 years in operations, and the ability to mentor teams effectively. Key responsibilities include driving strategy execution, managing service delivery KPIs, and utilizing data analytics to enhance service. Candidates should possess strong problem-solving abilities and be adaptable in a fast-paced environment. The role offers competitive benefits including EPF contributions and group health insurance.

Benefits

EPF contribution 15%

Group Health Insurance

Flexible Benefit (Dental treatment or Optical purchase)

Birthday Leave

Qualifications

• Minimum 5 years of experience in operations or customer/client service.
• At least 2 years of experience managing teams.
• Ability to adapt and lead in a fast-paced environment.

Responsibilities

• Drive consistent execution that meets Service Delivery requirements.
• Lead and mentor direct reports with feedback and guidance.
• Identify service delivery interruptions and implement corrective actions.

Skills

Operations Management

Customer Service

Team Leadership

Problem-Solving

Interpersonal Communication

Education

High school diploma or GED

Bachelor’s degree (preferred)

Tools

Microsoft Office Suite

Job description

Overview

C.H. Robinson is seeking a Manager Service Delivery to ensure the execution of the Service Delivery strategy for an assigned customer or customer portfolio, in line with customer SLAs and expectations. In this role, you will be responsible for Service Delivery Excellence and Customer Satisfaction, Personnel Development and Management, and driving Operational Excellence through a Continuous Improvement approach.

At C.H. Robinson, we believe that in-person collaboration is key to driving innovation and achieving success. In this role, you will work on-site with peers five days a week, fostering creativity and producing impactful results through face-to-face interactions. Experience the full benefits of teamwork and immediate collaboration in a vibrant and engaging workplace.

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 and 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 and customer issues, drive root cause analysis and resolve via appropriate corrective and preventive actions
• Key customer contact for Service Delivery (Operational) needs
• Collaborate with multiple areas of the business to drive standardization of leading practices

Team Leadership

• 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 include 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

Required Qualifications

• 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 Qualifications

• 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

Equal Opportunity

C.H. Robinson is proud to be an Equal Opportunity Employer. We are committed to a workplace and performance culture that reflects the strengths of our worldwide marketplace. We value unique experiences and diverse backgrounds of our people within our company, our business relationships, and our communities. We’re committed to providing an inclusive environment, free from harassment and discrimination, where all employees feel welcomed, valued and respected.

Benefits

• EPF contribution 15%
• Group Health Insurance
• Flexible Benefit (Dental treatment or Optical purchase)
• Birthday Leave