Manager, Projects, KUL

• Attend to customers inquiries and ensure proficiency on all service features.
• Study customer's enquiries and obtain necessary information from various departments to prepare proposal or quotation to customers.
• Identify and evaluate unsuccessful quotations and implement action plans to improve outcomes to an acceptable level of success.
• Follow up with respective customers on overdues when finance dept requires assistance.
• Receive calls, investigate and resolve a variety of external and internal customers' complaints, general queries and invoicing inquiries. Initiate communications, monitor and follow-up closely with customers and internal parties to resolve concerns raised.
• Build a strong operational customer relationship and understand the customers' organization (structure, processes and requirements)
• Timely and accurate communication to the customers on rate / surcharge changes
• Attend customers' meetings - introduction / quarterly business reviews / operations review / trouble-shooting service failure / RFQ and etc
• Collaborate with customers to identify areas for process improvement and efficiency
• Build strong rapport with customers
• Ensure feedback from customers are promptly disseminated to all respective stakeholders and follow-up on the required corrective action

• Responsible for overall monitoring performance and supporting staff to ensure correct handling of shipments for multimodal, trans-shipments (multi-leg), cross-trade, HL, barge, project management, OOG Seafreight, dangerous goods and work in with the branch where applicable, for general air and seafreight.
• Manage and monitor staff to ensure monthly objectives are accomplished
• Assist the director to monitor and manage subcontractors (ensure contracts in place; establish KPIs; their compliance with our service level agreement, check invoices and etc)
• Where applicable attend to field needs when necessary (port operations for charter)
• Monitor customer agreed KPIs, guide and support the team for specific key accounts to ensure quality services are delivered to customer
• Continuous profitability optimization through process improvement and reengineering
• Drive Continuous Improvement Projects (CIPSs) for the assigned key account
• Ensure that the standard of service (Master SOP), the relevant system SOP and working procedure is understood and executed
• Establish and maintain favorable work relationship within Project dept with other products
• Responsible directly or indirectly for the closing of files and correct revenue recognition
• Lead and collaborate with other functions, subcontractors, overseas offices to resolve customers issues and escalate when needed to the respective stakeholders

• Ensure business implementation is seamless and in accordance to SOP; training of system applications, SOPs and internal working applications

• Responsible for the data quality (updated and accurate) in the database for selling and buying rates

• Implement process to ensure customer selling rate and rate validities are provided and/or signed-off in the branch
• Implement process to ensure all customer selling rate are properly maintained and available within the branch
• Mitigate risks and liabilities by negotiating appropriate terms and conditions with vendors/business partners
• Drive data quality improvement in CW1, ensure CW1 use and high data quality input
• Perform assigned tasks to support company objectives and targets regarding quality, health, safety and environment as documented and follow all requirements as set out in the QHSE policy
• Ensure that day to day activities embrace sustainability, health and safety, reducing the impact upon the environment, supporting the communities we work in and reducing incidents in the workplace

• Ability to communicate cross-functionally within a matrix organization
• Good communication skills
• Self-motivated, flexible and resilient
• High result orientation and customer focus
• Analytical and problem-solving skills
• Ability to integrate and coordinate efforts / resources across functions and boundaries
• Ability to clearly and concisely present both written and oral information
• Good in networking & relationship building
• Willingness to challenge the status quo
• Ability to convince others
• Effective listening
• Capable to make informed judgments and to generate practical, timely solutions

• Good knowledge of Project (and oil & gas) operations including air and ocean is essential
• Good knowledge of OOG, Breakbulk and DG is essential
• Maintain up-to-date knowledge on any policy or regulations from local authorities and the freight forwarding industry
• Sound process & project management skills
• Strong ability to define, develop and document business processes and procedures

• Within the defined areas of responsibility
• Provide recommendations to the management in regards to setup, structure, procedures, required capacities etc. for particular projects
• Manage the department in the absence of the immediate superiors and report to the Country Managing Director where applicable

• Minimum 7 years of experience in Projects / Oil & Gas / Sea & Air Freight Forwarding industry
• Possess literacy in MS Office
• Possess literacy in Dangerous Goods cargoes
• Project and time management / time allocation and organizational skills
• Strong planning, analytical, customer-oriented and excellent interpersonal skills
• Minimum 3 years of experience in leading people and preferably in customer service / operations
• Background in Key Account Management is an advantage

DSV