Senior Executive, Air Freight Control Tower

DHL GLOBAL FORWARDING (SINGAPORE) PTE. LTD.; Singapore; On-site; SGD 50,000 - 80,000; Full time

Job summary

A logistics company in Singapore is seeking a professional to manage top customers with complex needs. The candidate will be the primary contact for operational issues and drive improvements while leading meetings to ensure exceptional service quality. Applicants should possess excellent communication, analytical skills, and a diploma or degree with 3-5 years of relevant experience. This role requires initiative and commitment to developing sustainable customer relationships.

Qualifications

• Excellent communication skills and ability to present information effectively.
• Strong analytical abilities to identify improvement opportunities.
• Must have a Diploma or Degree and 3-5 years of experience in a relevant field.

Responsibilities

• Manage top customers at country level with complex requirements.
• Be the primary contact for all operational escalations.
• Lead business review and operational meetings with customers.
• Drive continuous improvements using specified tools.
• Analyze performance data and coordinate customer-related processes.

Skills

Communication and presentation skills

Analytical skills

Self-confidence

Initiative and commitment

Education

Diploma or degree with 3-5 years of relevant experience

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