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.