Customer Support Operations Program Manager

DHL Germany; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A prominent logistics company is seeking a project manager to oversee operational projects, focusing on enhancing customer satisfaction and service performance. The role includes managing costs, leading continuous improvement initiatives, and collaborating with various functions to ensure effective service delivery. Candidates with experience in logistics and relevant project management qualifications are encouraged to apply.

Qualifications

• Experience in logistics operations, customer services, or sales.
• Knowledge in express network operations desirable.
• Experience with performance measurement systems and databases.

Responsibilities

• Manage operational related projects/programs to improve service expectations.
• Initiate performance review meetings and drive service improvements.
• Ensure all service performance targets and customer satisfaction are met.

Skills

Critical thinking

Analytical skills

Communication skills

Problem solving skills (8D/CAPA)

Education

Lean Sigma / Six Sigma / First Choice / Prince2 / PMP qualifications

Tools

Supply Chain Management principles

Continuous improvement tools

Job description

Reporting to the Customer Operations Group Senior Manager, the incumbent will manage operational related projects/programs by providing standardized, sustainable, repetitive solutions for specific customer/s or industries to deliver improvements in service expectations and cost performance.

The programs/projects are related to new business acquisition/RFP/RFQ responses, solution implementations & pre/post-sales support; as well as to ensure the required work streams are completed on time, within budget and to specified quality criteria.

• Deliver information and/or solution that is based on business requirements & cost models, to customer specification
• Initiate monthly & annual portfolio performance review meetings with Group Manager
• Support monthly/quarterly/annual meetings and/or conference calls with Customers to review delivered performance metrics (KPIs)
• Where necessary, initiate and drive service improvement and/or cost reduction initiatives to meet performance targets
• Perform continuous improvement initiatives regularly as agreed with the Group Manager & perform regular GEMBA & PD reviews to identify root causes and actionable & sustainable solutions
• Lead in defining the operational requirements, needs and improvement opportunities
• Work with the other functions eg. CS, Network Operations, Commercial, HUB, IS, Finance, Marketing to resolve issues & provide an operations perspective on the solution required.
• To manage integrated solution in such a way that:
• All service performance targets are achieved/exceeded,
• All customer satisfaction targets, as set with the customer are met,
• The solution is provided at the highest level of productivity and at the lowest acceptable cost.
• Initiate and manage the development and implementation of customer specific enhancements that improve the overall service performance and profitability of the solution for DHL.
• Communicate and promote the contract, Service Level Agreements (SLA’s) and (enhanced) operating procedures to all stakeholders within both DHL and the customers’ organisation.
• Vendor management oversight for COG/CSS activities related to manpower supply, trucking, temperature-controlled packaging, and non-standard supplies for customer-specific programs.

Requirements:

• Experience in logistics operations, customer services and/or sales with knowledge of express network operations (desirable)
• Basic knowledge in principles of supply chain management (desirable)
• Basic knowledge in Problem solving skills (8D/CAPA) (desirable)
• Lean Sigma / Six Sigma / First Choice / Prince2 / PMP qualifications (desirable)
• Knowledge in continuous improvement tools & process mapping skills (highly desirable)
• Experience with systems and databases for performance measurement purposes (highly desirable)
• Critical thinking and Analytical skills
• Good communication skills in English (written & verbal) (Other languages – desirable)