Senior Specailist, Service Quality

Ensure efficient, effective and optimal use of processes, applications, and communication to ensure service excellence within the company. The role focuses on process improvement activity, in particular for implementation of new processes as well as analyzing current processes to identify and implement efficiency and service delivery opportunities in close cooperation with frontline offices and regional management.

This includes Global Profile Administration (GPA) and user access control within the organization's logistics systems. Coding and maintaining global profiles in systems based on customer’s requirements. This includes discussions and resolving problematic profiles with relevant stakeholders. Managing user access control according to users’ needs in the logistics systems.

This includes conducting data cleansing where required. Liaison with GPA origins and destinations to ensure accurately and timely profile set up support operations. Support process design of standard processes in cooperation with the respective stakeholders. Monitor processes and KPIs; suggest, test and implement improvements.

Ensure deployment of defined processes (coordination with internal and potentially 3rd parties). Ensure proper documentation of all processes. Act as a change management facilitator for implementations of new processes and applications. Support customer implementation projects. Coordination of project related activities including creation, publication and updating of project plans.

Collect and provide regular implementation status updates. Maintain and monitor To-Do lists. Creation of internal documentation and SOPs. Support User Acceptance Tests (UAT); provide inputs and initiate system enhancements. Organize and support training for all users. Minimum 2 years of work experience in mid/back office environment in logistics, supply chain or related industry is an added advantage.

Relevant working experience in quality assurance, control, or related disciplines. Good command of English Language, both written and oral, to liaise with foreign counterparts.