Customer Excellence Supervisor Malaysia

CEVA Logistics provides global supply chain solutions to connect people, products, and providers all around the world. Present in 170+ countries and with more than 110,000 employees spread over 1,500 sites, we are proud to be a Top 5 global 3PL.

We believe that our employees are the key to our success. We want to engage and empower our diverse, global team to co-create value with our customers through our solutions in contract logistics and air, ocean, ground, and finished vehicle transport. That is why CEVA Logistics offers a dynamic and exceptional work environment that fosters personal growth, innovation, and continuous improvement.

DARE TO GROW! Join CEVA Logistics, and you will be part of a team that values imagination and continued learning and is committed to excellence in everything we do. Join us in our mission to shape the future of global logistics. As we continue growing at a fast pace, will you “Dare to Grow” with us?

Leadership

• Keep close communication with local leaders (Front Office / Middle Office) to understand team vision
• Design and follow-up skills improvement plans to help team achieve highest competency standards (emphasis on follow-up)
• Participate in all stages of change management directed by HQ

Pre-Sales 

• Prepare & present Track & Trace solution + evolutions (transport requests, purchase orders, warehouse tracking, mobile, IoT…) to customers and internal stakeholders (modules, widgets, customization options…)
• Present Business Intelligence concepts and capabilities to customers and internal stakeholders (reports, KPIs, dashboards…)
• Present collaborative tools concept and capabilities to customers and internal stakeholders
• Collaborate with local/regional tenders’ team to validate customer’s projects feasibility
• Present and encourage customers to use our EDI / API standard solutions + innovation solutions (IoT, predictive analytics)

Solution Implementation

• Capture full scope of work from Front Office / Customer / Tender
• Create and use end-to-end technical project planning documentation (memos, SOPs, project  and data flow diagrams, what-if analysis, report and KPI definition…)
• Contact and mobilize all necessary stakeholders to projects
• Identify non-standard requests and build alternative solutions
• Participate/lead standard project implementation (methodology, tools…)
• Participate/lead technical project planning and implementation (systems communication mapping, parameterization, communication between technical and non-technical stakeholders, data visualization…)

Solution Roll-Out

• Stabilize technical processes post-implementation
• Bug analysis and escalation
• Hypercare management

Solution Run

• Customers and internal stakeholders training to latest implemented solutions
• Proactive promotion and application of newest available technologies to existing and new customers
• Return on experience (RETEX) management
• Existing solutions continuous review for upgrade potential

CBS Community

• Connect and exchange with regional and worldwide business solutions community
• Stay updated on company’s organization and global strategy to continuously adapt solutions offer
• Prepare and animate regular meetings to exchange on key topic

Internal working relations

• Front office and Middle office teams in multiple countries
• All other necessary stakeholders (IT/IS, account management…)

External working relations

• All customer in country scope
• Local solutions service providers with potential to match non-standard customer
  requirements

Resources/tools

• IBM Cognos
• Office 365 – focus on Excel
• PowerBI (primary) / Tableau (secondary)
• SQL

SKILLS / CAREER STEPPING STONES / PERFORMANCE CRITERIA
TECHNICAL

• Knowledge of Freight Forwarding preferred
• Knowledge of Information Systems logic
• Knowledge of Project Management standards (WBS, CPM, PERT, AGILE…)
• At least moderate knowledge of business intelligence reporting tools (preferably IBM Cognos)
• Advanced Microsoft Excel
• Preferred PowerBI knowledge – other data visualization and modelling tools can be relevant
• Preferred understanding of basic database management concepts
• Knowledge of SQL is a plus (non-mandatory)
• Preferred knowledge of data visualization tools (preferably Power BI)

CEVA Logistics is proud to be an equal opportunity work place and an affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status or any other characteristic. We are an Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individual with Disabilities.