Summary
Location
Malaysia
Type
full-time
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About this role
C.H. Robinson is seeking a Manager Service Delivery to ensure the execution of the Service Delivery strategy for an assigned customer or customer portfolio, in line with customer SLAs and expectations. In this key position, you will be responsible for Service Delivery Excellence and Customer Satisfaction, Personnel Development and Management, and driving Operational Excellence through a Continuous Improvement approach.
At C.H. Robinson, we believe that in-person collaboration is key to driving innovation and achieving success. In this role, you will work on-site with your peers five days a week, fostering creativity and producing impactful results through face-to-face interactions. Experience the full benefits of teamwork and immediate collaboration in a vibrant and engaging workplace.
Responsibilities:
The duties and responsibilities of this position consists of, but are not limited to, the following:
Business Strategy:
Drive consistent execution that meets Service Delivery requirements and expectations
Leverage Operations Dashboards and internal analytics to understand areas of service excellence & service gaps, and work with teams on actions to address identified gaps
Utilization of continuous improvement methodology in management of KPIs for the service delivery team
Identify recurring service delivery interruptions & customer issues, drive root cause analysis and resolve via appropriate corrective & preventive actions
Key customer contact for Service Delivery (Operational) needs
Collaborate with multiple areas of the business to drive standardization of leading practices
Team Leadership:
Lead and mentor direct reports providing regular feedback, coaching and guidance based on performance, dashboards, and Personal Development Plan
Ensure that all assigned team-members have a solid understanding of customer business objectives and the plans to attain those objectives
Ensure service delivery team has resources required to execute day-to-day operations
Coordinate schedules to ensure proper account coverage. Examples of but not limited to PTO, meals, breaks
Maintaining and utilizing Account Specific Onboarding for new team members
Other duties or responsibilities as assigned according to the team and/or country specific requirements
Required Qualifications:
Required:
High school diploma or GED
A blend of education and work experience may be considered
Minimum 5 years of experience in operations and/or customer/client service facing role
Minimum 2 years of leading and managing teams
Ability to travel up to 10% (domestically and international)
Preferred Qualifications:
Preferred:
Bachelor’s degree from an accredited college or university preferred
Experience executing businesses through Standard Practices and Operational Excellence methodologies
Advanced proficiency in Microsoft Office Suite of programs
Strong problem-solving and conflict resolution skills
Ability to adapt and lead in a fast-paced environment
Strong interpersonal/communication and presentation skills, with ability to communicate effectively in a highly responsive and professional manner
Strong business acumen
Ability to develop strong working relationships, both internally and externally
High level of integrity where personal and professional values are aligned with the company's mission, vision, and leadership framework
Ability to work collaboratively within the business setting
Values a diverse and inclusive work environment
Equal Opportunity
C.H. Robinson is proud to be an Equal Opportunity Employer. We are committed to a workplace and performance culture that reflects the strengths of our worldwide marketplace. We value unique experiences and diverse backgrounds of our people within our company, our business relationships, and our communities. We’re committed to providing an inclusive environment, free from harassment and discrimination, where all employees feel welcomed, valued and respected.
Benefits
• EPF contribution 15%
• Group Health Insurance
• Flexible Benefit (Dental treatment or Optical purchase)
• Birthday Leave
Other facts
About C.H. Robinson
C.H. Robinson is the global leader in Lean AI supply chains. For more than a century, companies everywhere have looked to us to reimagine how goods move. Now, as we redefine what’s next for the industry, that same drive fuels our commitment to Building Tomorrow’s Supply Chains, Today™. Trusted by 83,000 customers and 450,000 contract carriers, we manage an unmatched 37 million shipments annually, representing $23 billion in freight. We deliver tailored solutions across the world via truckload, less-than-truckload, ocean, air, and more. With our unique combination of human insight and Lean AI working as one, supply chains move faster, smarter, and more sustainably. As a responsible global citizen, we proudly contribute millions to the causes that matter most to our employees. For more information visit www.chrobinson.com. (Nasdaq: CHRW)
What you'll do
- The Manager Service Delivery is responsible for executing the Service Delivery strategy for assigned customers, ensuring service excellence and customer satisfaction. This includes leading a team, driving operational improvements, and collaborating across the business.
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