Service Quality Senior Specialist

Company Background:

We are representing our client who provides innovative, global supply-chain solutions across Automotive, Consumer, Industrial and Retail markets in Sea Freight and Air Freight is looking for Service Quality Senior Specialist to join the team 

Job Responsibilities:

Service Excellence

• Ensure service quality/delivery performances 
• Successful collaboration with IT and other key business functions to develop, test, and successfully implement new/improved services, processes, or applications that meet customer and business objectives
• Ensure effective and efficient adoption and adaptation of information technology as an enabler in operating processes.
• Investigate and determine root cause(s) of all SIO/NCR and KPI shortfalls
• Understand and leverage on success stories in KPI performance and facilitate the sharing of these success stories across all countries in the region.
• Lead internal efficiency and productivity initiatives
• Supports and active participation in customer acquisition process

Process Management

• Strategic process evaluation to identify business goals and objectives
• Process analysis to review and evaluate the effectiveness of the current processes and operational performance issues
• Support the design of efficient processes and strategies and present implementation recommendations
• Technology support to define required technology upgrades or changes necessary to implement the new processes and approaches.
• Change management support to provide guidance on managing the impact of change and easing the transition to new processes
• Operational performance support to design and deliver education to support process owners impacted by the change and quality control mechanisms to ensure process stability and capability
• Coordinates studies of operational and performance data and identifies opportunities to align business processes with information technology, documentation, physical and financial flows

Implementation

• Lead new customer/business implementation for the region
• Develop implementation plan and timeline
• Work closely with stakeholders, to ensure seamless implementation and adherence to project milestones

Training

• Initiate training programs to ensure staff are qualified and complied with operational standards as agreed with customers
• Organize, prepare, and support customer performance reviews

Job Requirements:

• Degree in an Engineering discipline
• Minimum 3 years direct working experience in similar shipping industry
• Candidates must have experiences in Service Excellence, Process Engineering & Improvement & Implementation

Job Details:

• Permanent employment
• Working hours : Mon - Fri (8.30am - 5.30pm)
• Hybrid working arrangement

Benefits:

• 13 months salary
• Medical Allowance
• Insurance is provided

Qualified and interested candidates may apply online or email your updated resume to siti(at)talentrecruit.com.my.

Only shortlisted candidates will be notified.