Supervisor Service Delivery-Logistics

C.H. Robinson Worldwide; Malaysia; Remote; MYR 70,000 - 100,000; Full time

Benefits offered by this job

EPF 15%

Group Health Insurance

Flexible Benefits

Birthday Leave

Job summary

C.H. Robinson seeks a Supervisor Service Delivery to ensure the execution of the Service Delivery strategy for an assigned customer portfolio, aligned with SLAs and expectations.

This role targets Service Delivery Excellence and Customer Satisfaction, alongside personnel development and continuous improvement initiatives. You will work on-site with peers five days a week, leading a team, coaching members, and driving operational excellence through data-driven actions and collaboration across

Qualifications

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

Responsibilities

• Drive execution of the service delivery strategy in line with SLAs.
• Lead the service delivery team and provide coaching based on performance dashboards.
• Use dashboards and analytics to identify gaps and drive corrective actions.
• Coordinate cross-functional collaboration to standardize leading practices.
• Manage onboarding and schedules to ensure proper account coverage.

Skills

Team leadership

Coaching

Communication skills

Problem solving

Education

Bachelor's degree

Tools

Microsoft Office

Job description

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

The duties and responsibilities of this position consists of, but are not limited to, the following: Business Strategy: 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

Required: 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

Preferred: 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

Why Do You Belong at C.H. Robinson?

C.H. Robinson solves logistics problems for companies across the globe and across industries, from the simple to the most complex. With $22 billion in freight under management and 19 million shipments annually, we are one of the world’s largest logistics platforms and rank in the FORTUNE 200. We’ve been an innovator in logistics for over 100 years. Our global suite of services accelerates trade to seamlessly deliver the products and goods that drive the world’s economy. With the combination of our multimodal transportation management system and expertise, we use our information advantage to deliver smarter solutions for more than 90,000 customers and 450,000 contract carriers on our platform. Our technology is built by and for supply chain experts to bring faster, more meaningful improvements to our customers’ businesses. As a responsible global citizen, we contribute millions of dollars to support causes that matter to us and our people. FORTUNE has named C.H. Robinson one of the World’s Most Admired Companies 2024, showcasing our position as a leader in our industry. Our commitment to excellence is further affirmed by being named a Great Place to Work 2023-24 by the Great Place to Work Institute, one of Forbes’ Best Employers for Diversity and one of America’s Greatest Workplaces in 2023 by Newsweek. Join us as we collaborate, innovate, and work as one global team to make life better and more sustainable for our customers, communities, and world.

For more information, visit us at www.chrobinson.com.