Senior Executive, Air Freight Control Tower

DHL GLOBAL FORWARDING (SINGAPORE) PTE. LTD.; Singapore; On-site; SGD 50,000 - 70,000; Full time

Job summary

A leading logistics company in Singapore is seeking an experienced professional to manage top customers with complex requirements. The role involves leading operational meetings, managing service quality, and developing sustainable relationships with senior management at the customer level. Candidates should possess strong analytical skills, good communication abilities, and a diploma or degree with 3-5 years of relevant experience. This position offers the opportunity to drive improvements and enhancements in customer service.

Qualifications

• 3-5 years of relevant working experience in a customer-facing role.
• Ability to analyze data for improvement opportunities.
• Experience in leading meetings and presenting to customers.

Responsibilities

• Manage top customers with complex requirements at the country level.
• Lead business review meetings and operational discussions with customers.
• Ensure service quality/performance levels are met.

Skills

Good communication and presentation skills

Strong analytical skills

High degree of self-confidence

Initiative

Commitment

Education

Diploma/degree in relevant field

Job description

IN THIS JOB YOU WILL:

• Manage top customers at country level with complex requirements
• Be the primary contact to customer for all operational escalations and improvements needed to ensure service quality/performance levels.
• Lead weekly / monthly / quarterly business review meetings and/or operational meetings with customers and preparation of business review decks
• Take part on operational/ IT project rollout/ initiatives with customers
• Lead continuous improvements through First choice tools, ie Gemba walks, CIPs to increase value add to customers
• Look into performance analysis and ensure customer specific SOPs/ KPIs and service agreements are fulfilled
• Analyse data for improvement opportunities
• Coach relevant stations to ensure that the customer OP is followed and specifications are met
• Maintain communication with internal / external / third parties to meet customer expectations
• Provide proactive problem resolution and corrective actions to ensure excellence in service
• Handle escalations or escalates further if required, drives service recovery
• Develop sustainable relationship with allocated senior management customer
• Coordinate and monitors customer OP-related processes
• Support customer during month end/ quarter end
• Act as a gatekeeper to review new customer reports requirements and set up work instructions

YOU HAVE THE FOLLOWING QUALITIES AND QUALIFICATIONS:

• Good communication and presentation skills
• Strong analytical skills
• High degree of self confidence, initiative and commitment
• Diploma/ degree with at least 3-5 years of relevant working experience