Hilti

Logistics Project Manager

you will drive both customer experience and logistics operational excellence to ensure seamless end-to-end journeys in terms of order-to-payment and repair. 

You will be representing MO Taiwan, working closely with A1 Regional team and internal cross functions to improve customer satisfaction, service quality, and operational excellence.

- Key Responsibilities- 

Customer Experience (30%) 

• Serve as the main CX focal for Taiwan, working closely with A1 regional stakeholders. 
• Lead initiatives to optimize Order-to-Payment and Repair Journeys, identifying process gaps and improvement opportunities. 
• Drive CX KPIs including customer satisfaction (CXM) and service revenue growth, turning insights into actionable improvements. 
• Support the Service Catalogue and Value-Added Services (VAS) roadmap, defining service pricing and delivery models. Conduct Close-the-Loop (CTL) sessions, analyzing customer feedback and driving improvement plans. 
• Promote a customer-centric mindset across functions. 
• Support onboarding and service initiatives driven by regional CX programs.

Logistics Process Optimization (70%)

• Partner with the Head of Logistics to improve performance indicators through process improvement, data analysis, and KPI management. 
• Act as a local process expert, ensuring smooth collaboration across order management, fulfillment, and delivery operations. 
• Lead or contribute to Continuous Improvement Projects (CIP) focused on logistics efficiency, stock optimization, supplier compliance and delivery quality. 
• Coordinate project fulfillment, ensuring accurate order entry, issue escalation, and customer communication for special projects or large orders. 
• Develop and implement new logistics and fulfillment services in line with customer and market needs. 
• Collaborate with Marketing and Communications to promote new service launches and process updates. 
• Providing logistics solutions that enhance customer value and commercial results.