Senior Executive, Professional Customer Operations

DHL Global Forwarding; Bayan Lepas; On-site; MYR 90,000 - 150,000; Full time

Benefits offered by this job

Hospitalization/Medical benefits

Job summary

DHL Global Forwarding in Bayan Lepas, Malaysia seeks an experienced customer operations professional to implement plans and deliver efficient logistics processes across complex orders. You will coordinate a global supply chain flow, resolve delivery issues, and support sales with quotations and billing corrections.

The role emphasizes proactive customer service, capacity monitoring, and performance reporting, while guiding junior teammates and ensuring adherence to standards.

Qualifications

• Experience > 6 years.
• Bachelor’s degree in a related field is required.

Responsibilities

• Implement customer operations plans and processes to deliver efficient logistics processes.
• Deliver and manage large orders in the system, including special/non-assigned orders.
• Coordinate flow of goods/information across a customer’s global supply chain and resolve complex order/delivery issues.
• Provide proactive support to sales and respond to operations requests (quotations, billing corrections, etc.).
• Manage cartage tours, monitor profitability, service quality and timelines.
• Respond to customer enquiries; conduct visits and understand customer requirements.
• Monitor capacities and optimize utilization per objectives.
• Resolve complex operational issues and report events/exceptions to management.
• Keep systems updated on shortages, delivery dates, price changes, etc.
• Prepare reports on inquiries, sales trends, complaints, delivery issues, returns, etc.
• Interface with customers, logistics ops, customer service and warehouse for smooth operations.
• Adhere to operating standards to provide cost-effective, superior customer service.
• Resolve day-to-day issues and coach junior team members.

Skills

CRM

Customer Support

Business Strategy

Quality Control

Account Management

Requirements Analysis

Process Improvement

Project Planning

Operations Management

Supply Chain Management

Warehouse Management

Order Processing

Tracking

Delivery

Returns

Sales

Pricing

Forecasting

Technology Trends

E-Commerce

DHL Business Knowledge

Business Processes

Market Research

Project Management

Stakeholder Management

Influencing

Feedback

Presentation

Storytelling

Facilitation

Education

Bachelor’s degree

Job description

• Implement customer operations plans and processes to deliver efficient logistics processes
• Deliver, manage and update complex and large orders received via the system including special and non-assigned orders
• Implement flow of goods and information across a customer’s global supply chain and provide resolution for complex order/ delivery issues
• Provide proactive support to sales team and respond to operations related requests such as quotation, exception deal management, historical account overview, billing corrections, etc.
• Manage delivery of cartage tours, monitor and achieve tour profitability, service quality and timelines
• Provide prompt responses to customer enquiries, including conducting customer visits and understanding of customer requirements
• Monitor the available capacities and ensure optimum utilization as per the set objectives
• Resolve complex issues occurring in operational activities, report to management on events and exceptions, as necessary
• Review and ensure systems are updated with the latest information on product shortages, expected delivery dates, price changes, etc.
• Prepare reports related to customer inquiries, sales trends, customer complaints, delivery/service problems, reasons for product returns, etc. and analyze efficiency of operational performance and delivery
• Interface with customers, other logistics operations departments, customer service and warehouse team to ensure smooth operations
• Achieve adherence to operating standards and procedures to provide cost-effective, superior and efficient customer service
• Resolve and analyze issues in day-to-day customer operations and execute practices focusing on increasing effectiveness and efficiency
• Provide support on issues and problems from less experienced/ new team members, provide direction and guidance as needed

Key Tasks

• Implement customer operations plans and processes to deliver efficient logistics processes
• Deliver, manage and update complex and large orders received via the system including special and non-assigned orders
• Implement flow of goods and information across a customer’s global supply chain and provide resolution for complex order/ delivery issues
• Provide proactive support to sales team and respond to operations related requests such as quotation, exception deal management, historical account overview, billing corrections, etc.
• Manage delivery of cartage tours, monitor and achieve tour profitability, service quality and timelines
• Provide prompt responses to customer enquiries, including conducting customer visits and understanding of customer requirements
• Monitor the available capacities and ensure optimum utilization as per the set objectives
• Resolve complex issues occurring in operational activities, report to management on events and exceptions, as necessary
• Review and ensure systems are updated with the latest information on product shortages, expected delivery dates, price changes, etc.
• Prepare reports related to customer inquiries, sales trends, customer complaints, delivery/service problems, reasons for product returns, etc. and analyze efficiency of operational performance and delivery
• Interface with customers, other logistics operations departments, customer service and warehouse team to ensure smooth operations
• Achieve adherence to operating standards and procedures to provide cost-effective, superior and efficient customer service
• Resolve and analyze issues in day-to-day customer operations and execute practices focusing on increasing effectiveness and efficiency
• Provide support on issues and problems from less experienced/ new team members, provide direction and guidance as needed

Stakeholders

• Convince other subject matter experts to accept new concepts, practices, and approaches
• May cooperate with and coordinate 3rd parties e.g. external service providers
• Build strong, trusting cross-functional relationships with DHL managers
• Understand customer and key stakeholders interests and concerns and advise direct reports, customers and key stakeholders
• Provide technical guidance to line managers and employees

Management Responsibility

• Individual contributor who may manage two or fewer employees
• May direct the work of other lower level professionals or manage processes and programs
• Coach, review and delegate work to lower level professionals

Skills

• CRM, Customer Support, Business Strategy, Quality Control, Account Management, Requirements Analysis, Process Improvement, Project Planning, Operations Management, Supply Chain Management, Warehouse Management, Order Processing, Tracking, Delivery, Returns, Value Added Services, Sales, Pricing, Forecasting, Technology Trends, E-Commerce, DHL Business Knowledge, Business Processes, Market Research, Project Management, Stakeholder Management, Influencing, Feedback, Presentation & Storytelling, Facilitation

Qualification/Requirements/Skills

• Experience > 6 years
• Bachelor’s degree