Onsite Service Delivery Lead — Coaching & Excellence

C.H. Robinson Worldwide; Malaysia; On-site; MYR 60,000 - 100,000; Full time

Benefits offered by this job

EPF contribution 15%

Group Health Insurance

Flexible Benefit (Dental treatment or

Birthday Leave

Job summary

C.H. Robinson in Malaysia is seeking a Supervisor Service Delivery to ensure execution of the service delivery strategy for assigned customers, aligned with SLAs and expectations.

This role focuses on service delivery excellence, customer satisfaction, personnel development, and driving operational excellence through continuous improvement. The position requires working on-site five days a week, collaborating with peers to create impactful results through face-to-face interaction in a vibrant

Qualifications

• Minimum 3 years of experience in operations and/or customer/client service facing role.
• Experience mentoring and coaching small project teams.
• Ability to travel up to 7.5% (domestically and international)

Responsibilities

• Drive consistent execution that meets Service Delivery requirements and expectations
• Leverage Operations Dashboards and analytics to understand areas of service excellence & service gaps, and work with teams on actions to address identified gaps
• Learning and 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 direct reports by providing regular feedback, coaching and guidance based on performance, dashboards, and Personal Development Plan
• Ensure 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
• Maintain and utilize Account Specific Onboarding for new team members
• Other duties or responsibilities as assigned according to the team and/or country specific requirements

Skills

Team leadership

Coaching

Customer service

Communication

Problem solving

Education

Bachelor's degree

Job description

C.H. Robinson in Malaysia is seeking a Supervisor Service Delivery to ensure execution of the service delivery strategy for assigned customers, aligned with SLAs and expectations.

This role focuses on service delivery excellence, customer satisfaction, personnel development, and driving operational excellence through continuous improvement. The position requires working on-site five days a week, collaborating with peers to create impactful results through face-to-face interaction in a vibrant