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Customer Solutions Manager Sl Emea
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 in Brussels where they will work closely with a team of Solution Managers and coordinators in managing the most complex Service Logistics solutions for key customer accounts to ensure achievement of performance targets and customer satisfaction ratings. As an expert in this field, you will pro-actively provide continuous improvement suggestions to the customers by analysing existing solutions and identifying & implementing initiatives to enhance the service and solutions delivered.
You will need to be an excellent communicator as you will be supporting internal and external customers with their logistics requirements, liaising with suppliers & vendors providing multiple services and coordinating activities with the team around you to ensure the delivery of the agreed solutions.
Further responsibilities of the Customer Solution Manager will include;
- Daily management of large and complex solutions, ensuring agreed SLA's and KPI's are achieved.
- Manage and prepare scheduled executive business review meetings (Monthly Business Reviews (MBR) & Quarterly Business Reviews (QBR)).
- Host Issue & Action (I&A) log calls and escalation calls.
- Manage the change request (CRF) process with the customer and internally from entry until finalization (scoping until billed to the customer).
- Drive customer satisfaction (CSI) to higher levels and work on solutions and improvement initiatives with the customers.
- To identify and drive improvement initiatives with the customer and be a trusted advisor to the customer.
To be successful in this role, we are looking for a person who has the following;
- Experience in customer management required within the Supply Chain division.
- Experience working in regional or global teams and organizations (preferred).
- Ability to communicate with senior executives within the customer organisation.
- Ability to multi-task and manage internal and external requests.
- Ability to lead virtual cross functional teams.
- Strong negotiation and influencing skills, ability to communicate with demanding customers in escalation mode.
- Strong commercial & operational acumen.
What you'll need to do next?
The Company is committed to providing equality of opportunity for all employees. Furthermore we aim to ensure our workplaces are free from discrimination and that not only employees but also our potential future employees are treated fairly and with dignity and respect. We will ensure that equality of opportunity maintains a high profile in our organization.
