Customer Solutions Manager
il y a 2 semaines
At DHL our business is logistics, but people are our passion. With over 500,000 team members in 220 countries, we attract and retain great talent. We are one of the most innovative, most culturally diverse companies on the planet. We provide unmatched opportunities for personal and professional development. We really are a, "Best Place to Work."
We are currently seeking a Customer Solutions Manager to join our Service Logistics team where you’ll manage the most complex Service Logistics Solutions for key customers to ensure that contracted performance targets are met and customer satisfaction is continuously at the highest possible levels. You’ll take ownership of a customer’s service and financial performance. You'll be working in Diegem.
**Your responsibilities at a glance**:
- Manage and coordinate large and complex customer solutions
- Responsible to retain customer revenue and EBIT (customer P&L)
- Responsible to retain customer program management fee (customer P&L)
- To ensure that DHL provides service excellence as committed and contracted to customers on an ongoing basis
- Be the single point of contact for the customer
- Be the 1st level of entry point for customer escalations
- Manage and prepare scheduled executive business review meetings (Monthly Business Reviews (MBR) & Quarterly Business Reviews (QBR))
- Lead QBRs and control the outcome of executive business reviews
- Host Issue & Action (I&A) log calls and escalation calls
- Drive Customer Experience Management (CXM) to higher levels and work on solutions and improvement initiatives with the customers
- Drive strong cross-functional partnerships with all counterparts supporting SL and lead cross functional teams
- To identify and drive improvement initiatives with the customer and be a trusted advisor to the customer
- Drive query solutions / Issue Management
- Deliver a best in class customer capability by continually improving and standardizing our core processes across customers
- Develop and leverage constructive relationships within assigned accounts
- Act as key contact for customer on a local level and maintain access to key decision makers
**Requirements for the Job**:
- 3-5 years experience in customer management required within the Supply Chain division
- Master degree of relevant experience
- Fluent in English
- Strong problem solving, advisory & consultative skills
- Well-structured, change oriented and results focused
- Strong analytical, business modelling and problem solving skills
- Ability to multi-task and manage internal and external requests
- Strong negotiation and influencing skills, ability to communicate with demanding customers in escalation mode
**What we offer**
- A lot of exposure in our company, huge growth potentials
- A salary which fits to your knowledge and skills;
- A bonus and a company car
- Interesting fringe benefits
**Your new position?
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