Jr Manager Customer Support

About DHL Supply Chain

As the world’s largest contract logistics specialist, we create a competitive advantage for our customers by giving them logistics solutions based on our globally standardized warehousing, transportation, and integrated services.

Our people is our biggest asset. We are certified as a Great Place to Work Company. In DHL you will find a culture that embraces diversity, collaboration; boost your strengths and generate confidence.

¡A world driven by logistic. A company driven by people!

Job Purpose:

• Manage the regional customer base for the Service Logistics (SL) business in Latin America, which:
  • Deliver annual budget
  • Generates additional revenue for other Divisions (Express, DGF)
  • Provides network solutions integrating warehousing (Tier-2 and Tier-3), transport and 24x7x365 command centers, field services, LLP, etc
  • Delivers these solutions across 11 countries
  • Works across countries, sectors (mainly Technology, Life Sciences and Engineering & Manufacturing) and CSI organization
  • Develop account plans for all the accounts
• Accountable for DHL Service Logistics regional customers, including customer satisfaction (CXM scores), account profitability (GP), account retention and account growth
  • Deliver CXM targets and create action plans
  • Drive initiatives (cross-Function, Region, Division) to improve satisfaction & meet financial hurdles
  • Direct ACG improvement and growth on existing accounts (annual target)
• Lead and secure account renewals
• Management of the CSS function & organization, including Customer Basics, standardization across all Countries & Sectors, alignment and execution which help achieve both business & customer objectives
• Accountable as the single point of contact for the customer into SL and DSC, representing the Region & Functions, managing the performance of the solution and meeting the expectations of the customer, being the customer advocate.
• Act as an agent for change as customer needs, market conditions, and business priorities evolve
• Responsible for the I&A for daily business. QBRs and MBRs meetings.
• Guaranteeing business continuity, improving customer experience, and earning customer trust, through continuous improvement and innovation.
• Managing change to deliver improved results through bring service excellence and consistency across the supply chain region.

Key responsibilities:

• Deliver against key regional CSS KPI’s: (ACG, Renewal performance, Margin Improvement, CXM, Customer Basics %, Cost Recovery, IRRT, CRF Turn Around), etc.
• Drive the successful renewal of all regional SL contracts (KPI: >95% renewal rate)
• Set SL regional CSS and account management strategy and translate strategy into action (deliver on CSS strategic roadmap)
• Build and maintain relationships with key decision makers of top Regional Service Logistics customers
• Build and maintain relationships with key decision makers of top service delivery partners for SL (e.g. Countries & Sectors, DHL Express, DHL Global Forwarding, 3PL partner companies)
• Drive innovation with top regional customers by selling and co-creating innovative solutions for complex supply chain challenges and be a though leader internally & externally
• Standardize and improve regional CSS processes to ensure we support customers in a consistent way (e.g. Complaints Management process, Change Management (CRF) process, CSS pricing), etc.
• Own all customer queries, complaints, claims and escalations and drive them to resolution trough a well-structured customer support organisation and process.
• Own all requests for change (CRF’s) to the implemented solution in line with defined CRF process.
• Ensure ISO CSS quality certification is maintained at a regional level

Who we are looking for:

• Strong commercial selling skills
• Advanced negotiation and influencing skills
• Financial skills
• Logistics operational expertise
• Supply Chain Consultancy skills
• General Management skills (Broad understanding of operations, IT, Finance)
• People management and matrix management skills
• Native English language
• Structured and organized

Connecting people, improving lives. In DHL Supply Chain, you can exceed your full potential.¡APPLY NOW!