Job Description

Job PurposeDevelop and administer AFR/OFR Ops/CS plans and processes to deliver flow of goods and information across the customer\xe2\x80\x99s global supply chain utilizing air transportation, maximizing profitability, and optimizing utilization of business and human assets in line with business strategy and objectives, corporate guidelines and policiesDifferentiator- Subject matter expert who applies advanced knowledge of job area typically obtained through advanced education and work experience- Manage projects / processes, working independently with limited supervision- Problems faced are difficult and sometimes complexKey Tasks- Attending customer call on daily / quarter end HOT shipments monitoring. Execute customer operations plans and processes to deliver efficient logistics processes- Execute customer operations plans and processes to deliver efficient logistics processes- Ensure flow of goods and information across a customer\xe2\x80\x99s global supply chain and provide resolution for order/ delivery issues- Promptly respond to customer enquiries, including conducting customer visits and understanding of customer requirements- Maintain close business relationship with the customer and achieve a desired level of customer retention- Resolve issues occurring in operational activities, report to management on events and exceptions, as necessary- Interact with other logistics operations departments, customer service and warehouse team to ensure smooth operations- Comply with operating standards and procedures to provide cost-effective, superior and efficient customer service- Study and resolve issues in day-to-day customer operations and execute practices focusing on increasing effectiveness and efficiency- Track account performances and provide monthly reports to management and customer. Initiate continuous improvement opportunityStakeholders- Connect with and influence other specialist departments and 3rd parties e.g., external service providers- May convince others to accept new concepts, practices, and approaches- Build strong, trusting cross-functional relationships with DHL managers- Understand customer and key stakeholders interests and concerns and advise direct reports, customers and key stakeholders- Provide technical guidance to line managers and employeesManagement Responsibility- May direct the work of other lower level professionals or manage processes and programs- Coach and review the work of lower level professionalsSkills- Strong communicative, analytical and administrative skills- In depth knowledge of AFR, OFR product and other transportation models- Business Process / Business Strategy- Presentation and storytelling- Program Management- Account Management- Stakeholder ManagementQualifications & Key Requirements- Bachelor\xe2\x80\x99s Degree or equivalent experience/qualification- Over 5 years of customer service/operation/product experience preferably in the Freight Forwarding and logistics industry

eQuest