Manager Service Delivery 4PL

C.H. Robinson Freight Services (Malaysia) Sdn Bhd; Malaysia; On-site; MYR 200,000 - 250,000; Full time

Job summary

A global supply chain solutions provider is looking for a Manager Service Delivery in Malaysia to oversee service delivery strategy for assigned customers. This role requires ensuring operational excellence, leading a team, and driving customer satisfaction. Candidates should possess at least 5 years of customer service experience and 2 years in team management, with strong problem-solving and communication skills. The position offers benefits like EPF contribution and group health insurance, emphasizing an inclusive work environment.

Benefits

EPF contribution 15%

Group Health Insurance

Flexible Benefit (Dental treatment or Optical purchase)

Birthday Leave

Qualifications

• Minimum 5 years of experience in operations/customer service.
• At least 2 years of experience in leading and managing teams.
• Ability to travel up to 10%.

Responsibilities

• Ensure execution of service delivery strategy effectively.
• Lead and mentor team members with regular feedback.
• Collaborate with teams to drive standardization of practices.

Skills

Interpersonal skills

Problem-solving skills

Communication skills

Team leadership

Conflict resolution

Education

High school diploma or GED

Bachelor’s degree preferred

Tools

Microsoft Office Suite

Job description

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 key position, 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 your peers five days a week, fostering creativity and producing impactful results through face‑to‑face interactions.

Responsibilities

• 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

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 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

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