Customer Facing IT Technical SpecialistDHL Germany • JohorMalaysia, Johor, Malaysia
Customer Facing IT Technical Specialist
DHL Germany • JohorMalaysia, Johor, Malaysia
30+ days ago
Job descriptionCollaborate with cross-functional teams to design and implement standard or tailored solutions that meet the customer's logistics and operational needs. Ensure seamless delivery and integration of solutions into the customer's environment. Provide proactive recommendations for process or product improvements. Support in creating use case for testing, SOP, and process manual. Liaison with operation team for alignment of the operation processes and successful adherence of the process and development. Lead solution implementation projects, managing timelines and resources. Coordinate with cross-functional teams to ensure timely resolution of customer issues. Owner of project charter and Business Requirement Document (BRD) for effective implementation of the projects. Track and analyze project performance to measure the success of implemented solutions. Provide regular reports, Meeting of Minutes (MoM) and updates to stakeholders, highlighting progress and areas for improvement. Hand-on MS office tool such as Excel / PowerBi, for data crunching Must have good PowerPoint skills to create presentation to customer or internal management on the customer projects. Act as the voice of the customer within the organization, advocating for their needs and feedback. Identify opportunities for upselling or cross-selling additional services or products. Deliver training and support to customers to ensure they fully utilize solutions Identify opportunities for upselling or cross-selling additional services or products. Support in training the customer and operation stakeholders on the new process / developments. Proactively address customer escalations by conducting Problem, Root cause and Solution (PRS) and implementing corrective actions for initial phase and post project implementation. Deep focus on understanding customer needs and providing tailored logistics solutions. Ability to understand the customer requirement and suggest the best possible solutions. Leverage data to drive insights and make evidence-based decisions to improve solutions. Think beyond the usual way the thinks operate to meet the customer requirements. Take ownership of project related communication internal and external. Revenue ROI – Return on Investment from key initiatives or projects. Project Delivery – Number of projects delivered within the stipulated timeline. Delivery Efficiency – Average number of days taken for project delivery. Internal Customer Satisfaction – Internal customer satisfaction score. Reporting & Analytics – Timely management of reports, data analysis, and presentations. Project management skills. Know-how of IT related development projects with problem solving ability. Advanced proficiency in MS Excel and MS PowerPoint for reporting, data analysis, and presentations. Strong career support in an international environment Great culture and colleagues Multifarious benefit program
YOU TACKLE FOR QUALITY AND GREAT SERVICE. THIS WILL IMPROVE THE LIFE OF OUR CUSTOMERS.
Would you like to become part of the world’s most international company? A company that pioneered cross-border express delivery in 1969 and is now active in more than 220 countries and territories worldwide. Do you want to be part of a company that connects people worldwide? And the more people we connect, the better life will be on our planet. Do you want to make a difference? Then come to our Insanely Centric Team and become a Certified International Specialist!
YOUR TASKS
Job Purpose
The Customer Facing IT (CFIT) Technical Specialist serves as a key point of contact between the company cross function and its customers, ensuring the delivery of innovative solutions that meet customer needs while aligning with business goals. This role requires a mix of technical expertise, problem-solving skills, and customer relationship management to deliver exceptional service and drive customer satisfaction.
Key Responsibilities
Customer Engagement
- Build and maintain strong relationships with customers, understanding their business process, objectives and challenges.
- Act as a trusted advisor and primary point of contact for customer concerns and solution delivery.
Solution Development and Delivery
UAT support
Project Management
Performance Monitoring and Reporting
Data analysis
Customer Advocacy
Training and Support
Customer Escalation Management
Key Competencies & Skills
Core Competencies
Key Performance Indicators (KPIs)
YOUR PROFILE
Qualifications
Education
Graduate Degree in any discipline, preferably Degree in Management or related field.
Industry Knowledge
Strong understanding of the logistics, and e-commerce industries.
Technical Skills
Experience
3-6 years of solutioning, customer facing project related exposure preferably within the logistics industry.
OUR OFFER
Do you see a personal challenge in these versatile and responsible tasks? Then apply now! We look forward to receiving your application!
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Technical Specialist • JohorMalaysia, Johor, Malaysia
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