YOU TACKLE FOR QUALITY AND GREAT SERVICE. THIS WILL IMRPOVE THE LIFE OF OUR CUSTOMERS.

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Would you like to become part of the world’s most international company?
A company that pioneered cross-border express delivery in 1969 and it 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!

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YOUR TASKS

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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.

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Key Responsibilities

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Customer Engagement

\n\nBuild and maintain strong relationships with customers, understanding their business process, objectives and challenges.\nAct as a trusted advisor and primary point of contact for customer concerns and solution delivery.\n\n

Solution Development and Delivery

\n\nCollaborate with cross-functional teams to design and implement standard or tailored solutions that meet the customer's logistics and operational needs.\nEnsure seamless delivery and integration of solutions into the customer's environment.\nProvide proactive recommendations for process or product improvements.\n\n

UAT support

\n\nSupport in creating use case for testing, SOP, and process manual.\nLiaison with operation team for alignment of the operation processes and successful adherence of the process and development.\n\n

Project Management

\n\nLead solution implementation projects, managing timelines and resources.\nCoordinate with cross-functional teams to ensure timely resolution of customer issues.\nOwner of project charter and Business Requirement Document (BRD) for effective implementation of the projects.\n\n

Performance Monitoring and Reporting

\n\nTrack and analyze project performance to measure the success of implemented solutions.\nProvide regular reports, Meeting of Minutes (MoM) and updates to stakeholders, highlighting progress and areas for improvement.\n\n

Data analysis

\n\nHand-on MS office tool such as Excel / PowerBi, for data crunching\nMust have good PowerPoint skills to create presentation to customer or internal management on the customer projects.\n\n

Customer Advocacy

\n\nAct as the voice of the customer within the organization, advocating for their needs and feedback.\nIdentify opportunities for upselling or cross-selling additional services or products.\n\n

Training and Support

\n\nDeliver training and support to customers to ensure they fully utilize solutions Identify opportunities for upselling or cross-selling additional services or products.\nSupport in training the customer and operation stakeholders on the new process / developments.\n\n

Customer Escalation Management

\n\nProactively address customer escalations by conducting Problem, Root cause and Solution (PRS) and implementing corrective actions for initial phase and post project implementation\n\n

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Key Competencies & Skills

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Core Competencies:

\n\nDeep focus on understanding customer needs and providing tailored logistics solutions.\nAbility to understand the customer requirement and suggest the best possible solutions.\nLeverage data to drive insights and make evidence-based decisions to improve solutions.\nThink beyond the usual way the thinks operate to meet the customer requirements.\nTake ownership of project related communication internal and external.\n\n

Key Performance Indicators (KPIs)

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S. No.

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Key Result Areas

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Key Performance Indicators (KPIs)

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1

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Revenue ROI

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Return on Investment from key initiatives or projects

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2

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Project Delivery

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Number of projects delivered within the stipulated timeline

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3

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Delivery Efficiency

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Average number of days taken for project delivery

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4

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Internal Customer Satisfaction

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Internal customer satisfaction score

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5

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Reporting & Analytics

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Timely management of reports, data analysis, and presentations

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YOUR PROFILE

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Qualifications

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Education:Graduate Degree in any discipline, preferably Degree in Management or related field.

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Industry Knowledge: Strong understanding of the logistics, and e-commerce industries.

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Technical Skills:

\n\nProject management skills,\nKnow-how of IT related development projects with problem solving ability,\nAdvanced proficiency in MS Excel and MS PowerPoint for reporting, data analysis, and presentations.\n\n

Experience: 3-6 years of solutioning, customer facing project related exposure preferably within the logistics industry.

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OUR OFFER

\n\nStrong career support in an international environment\nGreat culture and colleagues\nMultifarious benefit program\n\n

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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