Operational Key Account Manager, Air & Sea, Asia Pacific

Panalpina, Inc.; Singapore; On-site; SGD 39,000 - 67,000; Full time

Job summary

DSV Singapore is seeking a Logistics Coordinator to serve as the primary liaison between customers and internal stakeholders across region-wide operations, ensuring alignment with SLAs and customer requirements.

You will monitor KPIs, analyze data in Excel, generate reports, track shipments, manage event reporting, and support daily operational meetings to keep customers informed and service levels high.

Responsibilities

• Serve as the primary liaison between customers and internal stakeholders on all region-wide operational, business process, and service-related matters.
• Monitor, analyze, and report KPIs to customers and management, driving process enhancements and operational improvements.
• Ensure all stations comply with established operational procedures, policies, and customer requirements.
• Analyze existing workflows and develop new processes to improve customer service, operational effectiveness, and productivity.
• Investigate service failures and operational issues, conduct root cause analysis, and implement immediate corrective actions.
• Generate, consolidate, validate, and distribute operational reports through data scrubbing and Excel-based reporting from local stations and internal systems.
• Monitor shipment movements through track-and-trace activities and manage Event Management exception reporting to ensure proactive issue resolution.
• Facilitate daily operational meetings and provide timely updates to both internal and external customers.
• Perform end-to-end monitoring of shipment status from order initiation through final delivery, ensuring adherence to service level agreements (SLAs).
• Coordinate and manage direct deliveries and in-stock hub deliveries to data centers, ensuring timely and accurate execution.
• Collaborate with cross-functional teams to resolve operational challenges and maintain high levels of customer satisfaction.
• Support continuous improvement initiatives by identifying opportunities to enhance operational processes, service quality, and reporting capabilities.

Job description

Job Req Number: 129717
Time Type: Full Time

Key Responsibilities:

• Serve as the primary liaison between customers and internal stakeholders on all region-wide operational, business process, and service-related matters.
• Monitor, analyze, and report Key Performance Indicators (KPIs) to customers and management, driving process enhancements and operational improvements.
• Ensure all stations comply with established operational procedures, policies, and customer requirements.
• Analyze existing workflows and develop new processes to improve customer service, operational effectiveness, and productivity.
• Investigate service failures and operational issues, conduct root cause analysis, and implement immediate corrective actions.
• Generate, consolidate, validate, and distribute operational reports through data scrubbing and Excel-based reporting from local stations and internal systems.
• Monitor shipment movements through track-and-trace activities and manage Event Management exception reporting to ensure proactive issue resolution.
• Facilitate daily operational meetings and provide timely updates to both internal and external customers.
• Perform end-to-end monitoring of shipment status from order initiation through final delivery, ensuring adherence to service level agreements (SLAs).
• Coordinate and manage direct deliveries and in-stock hub deliveries to data centers, ensuring timely and accurate execution.
• Collaborate with cross-functional teams to resolve operational challenges and maintain high levels of customer satisfaction.
• Support continuous improvement initiatives by identifying opportunities to enhance operational processes, service quality, and reporting capabilities.

Key KPIs

• Customer satisfaction (CSAT)
• SLA adherence

DSV – Global transport and logistics

What moves you?

At DSV, we move more than goods. We move careers, ambitions and opportunities.

With close to 150,000 colleagues in over 90 countries, we are the global leader in transport and logistics, and it is our people who bring our services and solutions to life every day. From frontline operations to business functions, every role contributes to keeping supply chains flowing and societies running.

Here, you are trusted to take ownership, act on your ideas and make decisions that create real impact. It is a place where people, careers and ideas keep moving forward. We value transparency in how we communicate and collaborate, and we win together by supporting each other, challenging each other and delivering results as a team.

Start here. Go anywhere

This is our promise of movement. A promise that your work matters, your contribution counts, and your career can move as far as your ambition takes it.

If you are looking to make an impact, grow your career and be part of something bigger, DSV is the place to be.

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#StartHereGoAnywhere #LifeAtDSV