Hybrid Manager, Service Delivery – 4PL

at C.H. Robinson

• Job title: Manager, Service Delivery – 4PL
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: High School Diploma
• Location requirements: Hybrid, Malaysia

About the role

• Manager Service Delivery ensuring execution of logistics strategy for C.H. Robinson. Overseeing operations, customer satisfaction, and team management within a 4PL context.

Responsibilities

• 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
• 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.

Requirements

• 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)
• 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.

Benefits

• EPF contribution 15%
• Group Health Insurance
• Flexible Benefit (Dental treatment or Optical purchase)
• Birthday Leave