Job Description

About us
DHL is present in over 220 countries and territories across the globe, making it the most international company in the world. With a workforce exceeding 350,000 employees, we provide solutions for an almost infinite number of logistics needs. DHL is part of the worlds leading postal and logistics company Deutsche Post DHL Group, and encompasses the business units DHL Express, DHL Parcel, DHL eCommerce, DHL Global Forwarding, DHL Freight and DHL Supply Chain.
We connect people and improve their lives. And we do it by being uncompromisingly customer-centric and delivering excellence day in and day out. By bringing people together and making life simpler for our customers, our employees, our investors, and our society we help make the world a better place. Being The Logistics Company for the World goes well beyond our global presence in over 220 countries and territories, or our tireless pioneer spirit when it comes to new markets. It also extends beyond our unique ability to offer a remarkable range of logistics solutions from mission-critical express deliveries to economical freight transportation, from taking the complexity out of customs to managing the complexity of global supply chains and everything in between.
We want to be the logistics company people turn to the first choice not only for all shipping needs, but also the first choice for career and investment opportunities and being the global benchmark for responsible business practice.
Responsibilities
PERFORMANCE MANAGEMENT

• Escalate KPI performance or reporting issues to management and provide fact-based recommendations for resolution.
• Ensure that reporting and analysis are conducted at the highest productivity levels and the lowest acceptable cost for both customers and DHL.
• Initiate and manage the development and implementation of customer-specific enhancements that improve overall service performance and profitability of logistics solutions.

CUSTOMER RELATIONSHIP MANAGEMENT

• Act as the customer single point-of-contact for all After-Sales activity for assigned Service Logistic (SL) customers
• Manage day-to-day operational and service-related interactions, including issue escalation and resolution (Root Cause Analysis/Corrective and Preventive Actions).
• Initiate and manage SL customer specific enhancements to improve overall service performance for customer and DHL profitability
• Lead and manage Quarterly Business Reviews and Monthly Operations Reviews, focusing on Key Performance Indicator (KPI) management and program change management.
• Coordinate cross-functional solution changes and process re-engineering projects to drive continuous improvement and cost-saving initiatives.
• Standardize processes across the region and maintain documentation to ensure compliance.
• Maintain regional process documentation and ensure country operations compliance.
• Manage customer expectations to align with DHL/SPL capabilities
• Ensure timely distribution of integrated performance reports to regional/network SL customers, involved service providers, and regional/network SL management.

ACCOUNT MANAGEMENT

• Grow the SL share of wallet for existing customers by focusing on regional account plans and commercial ownership of accounts.
• Ensure overall commercial ownership of SL accounts in the region, including regional management of global accounts.
• Develop proactive business retention and growth plans that protect and enhance margins while aligning with key internal stakeholder strategies.
• Track and manage account profitability in collaboration with Finance, identifying root causes of issues and taking necessary actions.
• Contribute to product development by generating ideas and providing commercial expertise.
• Continuously assess business potential and identify new opportunities within the customer organization.

Requirements

• Minimum 6-8 years of experience in Supply Chain, Logistics, or Customer Support services.
• Strong understanding of customer relationship management principles.
• Excellent communication and interpersonal skills.
• Well-developed multi-stakeholder management skills with the ability to lead and inspire teams.
• Strong analytical and problem-solving skills, both short-term/tactical and long-term/strategic.
• Change-oriented and results-focused mindset.
• Ability to work collaboratively across functions and regions.