Supervisor Service Delivery 4PL

C.H. Robinson; Batu Caves; On-site; MYR 50,000 - 65,000; Full time

Job summary

A leading logistics provider is seeking a Supervisor Service Delivery in Batu Caves, Malaysia. In this role, you will ensure the execution of service delivery strategies and maintain high customer satisfaction. You will lead and develop your team while addressing operational issues and implementing continuous improvement methodologies. Ideal candidates have at least 3 years in operations or customer service, strong problem-solving abilities, and experience in coaching teams. The position offers a collaborative work environment with various benefits.

Benefits

EPF contribution 15%

Group Health Insurance

Flexible Benefit (Dental or Optical)

Birthday Leave

Qualifications

• Minimum 3 years experience in operations or customer service role.
• Experience in mentoring or coaching small teams.
• Ability to travel up to 7.5% domestically and internationally.

Responsibilities

• Drive consistent execution of Service Delivery requirements.
• Leverage analytics to address service gaps.
• Lead direct reports with feedback and coaching.
• Ensure resources are available for daily operations.
• Identify service delivery interruptions and resolve issues.

Skills

Mentoring and coaching

Problem-solving skills

Strong interpersonal communication

Ability to adapt

Education

Bachelor's degree from an accredited college

Tools

Microsoft Office Suite

Job description

Overview

C.H. Robinson is seeking a Supervisor 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. Experience the full benefits of teamwork and immediate collaboration in a vibrant and engaging workplace.

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
• 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

Team Leadership

• 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

Required Qualifications

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

Preferred Qualifications

• Bachelor’s degree from an accredited college or university
• Previous supervisory experience
• Experience executing businesses through Standard Practices and Operational Excellence methodologies
• Proficient 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
• 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