Provide proactive support to sales team and respond to operations related requests such as quotation, exception deal management, historical account overview, billing corrections, etc.
Manage delivery of cartage tours, monitor and achieve tour profitability, service quality and timelines
Provide prompt responses to customer enquiries, including conducting customer visits and understanding of customer requirements
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Strategic Program Development - Lead the development and execution of the APEC Strategic Sales Program roadmap aligned with global and regional business objectives.
Define clear strategic priorities, success metrics, and governance frameworks for program execution.
Translate global / regional sales strategies into actionable regional and country-level plans, toolkits, ensuring relevance to local market conditions.
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Support sales team and respond to operations related requests from the sales team such as quotation, exception deal management, historical account overview, billing corrections, etc.
Undertake delivery of cartage tours, monitor and achieve tour profitability, service quality and timelines
Promptly respond to customer enquiries, including conducting customer visits and understanding of customer requirements
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Produce information for management necessary to evaluate performance vs. key performance indicators.
Ensure co-operation with other members of the sales team and throughout the sales force.
Ensure that all customer issues relating to customer service, service recovery and credit control are coordinated and managed through the relevant DHL departments.
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Oversee the identification, prioritization, and execution of improvement projects that deliver measurable value in efficiency, quality, cost and service.
Lead, coach, and develop high‑performing teams of OMS Advisors and Engineers, to achieve Lean management, and effective use for SmartReM (Smart Productivity, Smar Volume, Smart Plan), resource planning through LMS, system directed to achieve better productivity and lean operating model.
Maintain balanced scheduling, resource allocation, and travel expectations to support budget adherence and promote healthy work‑life balance for the team
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Assists in managing external legal counsel necessary for provision of legal services to business units.
Represents the Company in negotiations with partners, customers, suppliers, governmental and regulatory authorities.
Provides general business legal advice and assistance to the various Hillebrand Gori entities by engaging in activities such as (but not limited to):
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Support Air Freight product and capacity management methods focusing on increasing effectiveness and efficiency
Support team members with timely monitoring and accurate updating of products (Track & Trace covering KUL & PEN station). Updating & working closely with CS Team of any irregularity.
Communicate information that requires little explanation or interpretation.
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Lead workgroups (e.g. country teams, cross‑functional teams, subject matter experts) to test, iterate, and implement solutions to strategic initiatives across channels.
Lead workgroups to build critical skills and capabilities required to deliver strategic objectives.
Apply a data‑driven approach to generate business insights across channels and strategic growth areas.
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Manage, monitor, and resolve customer emails that fall outside GenAI‑driven automation, providing timely manual intervention.
Identify, analyze, and resolve issues in GenAI‑processed email workflows, including misclassification, incomplete extraction, language issues, and system integration errors.
Ensure complete and accurate handling of GenAI fallout cases, including validating customer intent and correcting system errors.
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Ensure customer is contacted (phone, E-mail) at the appropriate intervals (according to treatment plans), promises to pay are kept, all queries are properly recorded and managed and relevant collection systems are updated in an accurate, professional and understandable manner
Continuously monitor the ageing and guarantee optimal behavior of the overall customer portfolio ensuring all individual targets are consistently met
Understand and maintain customer specific treatment plans
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Arrange booking and get booking confirmation from allocated carriers with correct service contract use. Be responsible for preparing and sending out orders to our customers, ensuring accuracy and timeliness.
Maintain high quality service and ensure all data, details are accurate insert in system and to internal/ external customer.
Be responsible for follow up and complete the assigned shipments, the daily work within the team, sales support, ensure the timely and proactive communication with customers and other related parties, stakeholders.
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