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Service Quality Senior Specialist

  • Full Time, onsite
  • Agensi Pekerjaan Talent Recruit Sdn Bhd
  • Shah Alam, Malaysia
Salary undisclosed

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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.