Senior Specialist, 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.