Customer Service Manager jobs in United Arab Emirates

DHL Supply Chain is the world's largest contract logistics specialist, offering customized logistics solutions based on globally standardized warehousing, transportation, and integrated services components. It’s a really exciting time to join us as there are lots of big developments happening in the logistics industry. Globalization, digitalization, and e-commerce are all shaping the way we work. We even have picking robots in our warehouses to help us do our jobs!

It’s about everyone working together and the sense of belonging, teamwork and collaboration that you will experience from day one. It’s also about our quest to consistently deliver excellence, so we’re always developing to make sure we remain the number one logistics company and a great place to work.

Job Purpose

Implement account management plans and processes to expand and maintain customer base, enhance customer satisfaction and achieve sales objectives for key accounts in line with business and sales objectives, Group guidelines and policies.

Key Tasks

1. Ensure that the sales goals for the relevant major/strategic key accounts are met, taking cross-divisional aspects into account.
2. Plan, control, and strategically further develop acquisition, preparation of proposals, customer support, and customer consulting.
3. Control internal and external resources (e.g., Marketing, Product Development, Customer Support) to optimally meet the customers’ needs.
4. Define and/or further develop the proposal processes and (customer-specific) services.
5. Design pricing and discounting for assigned key accounts and manage/control contractual negotiations with the assigned key accounts with the aim of achieving the best possible conditions for DHL.
6. Take responsibility for sales planning and perform sales activities for the key accounts (revenue planning/ visits, events).
7. Independently identify market/growth potential, observe the competitors, and know their service spectrum, price structure, and price policy.
8. Independently advise (top) management regarding strategic customers and potential new customers.
9. Independently process complex, strategically important projects/acquisitions and make strategic, economic, and/or specialist decisions for own task area.
10. Define process standards in the area of Key Account Management.
11. Define and develop best practices for the Key Account Management area.
12. Establish and maintain relationships with key accounts for profitable business outcomes.
13. Identify problems that may not be clear in own area of authority and modify work methods accordingly.
14. Convince and sometimes negotiate with external parties to accept complete proposals and programs where there is little interest in cooperating or participating.

Stakeholders

1. Convince other subject matter experts to accept new concepts, practices, and approaches.
2. May cooperate with and coordinate 3rd parties e.g., external service providers.
3. Build strong, trusting cross-functional relationships with DHL managers.
4. Understand customer and key stakeholders interests and concerns and advise direct reports, customers and key stakeholders.
5. Provide technical guidance to line managers and employees.

Management Responsibility

1. Individual contributor who may manage two or fewer employees.
2. May direct the work of other lower level professionals or manage processes and programs.
3. Coach, review and delegate work to lower level professionals.

Skills

CRM, Customer Support, Customer Satisfaction, Customer Development, Account Management, Major Accounts, Selling, Cross-Selling, Persuasion, Customer Value Proposition, Value Added Services, Contract Negotiation, Budgets, Sales Forecasting, Business Development, Revenue Growth, Market Trends, Sales Channels, DHL Business Knowledge, Business Processes, Business Strategy, Market Research, Project Management, Stakeholder Management, Influencing, Feedback, Presentation & Storytelling, Facilitation.

Qualifications & Key Requirements

Education Level: Bachelors Degree

Experience Level: more than 6 years