About this role
Job Accountabilities:
External • To overall supervise and oversee the performance of the assigned accounts, an escalation contact to customer for critical emergency management beyond the regular business executions. • Be consultive to the customer in the areas of process optimization, supply chain design, network enhancement and cost saving opportunity…etc. • To work on capacity & forecast within DHL controllable limits and plan for contingency (focus on lane pair/station level upgrading but not transactional shipment level) • Participate & ensure regional/global MBR/QBR materials (part related to product) can be demonstrated with the actual business situations (indications not limits to DGF but also customer, vendor and supplier, sub-contractor…etc.) • To communicate, develop and implement new rules/regulations, processes and solution/improvement plan to customers for maintaining the exceeding service standard. • Higher level of escalation management, gatekeeper of the product for the overall DGF service failures recovery (coordination among the corresponding action owners and monitor the execution) • Support on the ad-hoc, force majeure situation handling with customers • Support on new/expanded business and customer projects
Internal • To assist commercial, product in analyzing figures to support decision/adjustment on the service commitment to customers. • To communicate with corresponding stakeholders to understand the customers’ KPI/Capacity/Operational requirements & needs fulfilment in daily operation in accordance to SOP/DHL’s commitment • To identify the issues/escalations and drive the resolution in a proactive and effective way in the meanwhile DGF interest are well protected. • To be responsible for team performance evaluation, constantly motivate and encourage staffs to outperform the assigned tasks and drive for high department values. • Manage the allocation of appropriate resources and commitment of staff to the achievement of product and company objectives and targets
Job Requirements: • Bachelor degree & equivalent • Over 6~8 years of customer service/operation/product experience preferably in the Freight Forwarding and logistics industry • Managerial experience preferred or at least 2-3 yrs. managing a team of 5+ personnel • Fluent spoken and written English • In-depth knowledge of AFR, OFR product, forwarding and logistics/supply chain • Good understanding of organization structure & services offering • Good knowledge of EDI data flows, logistics management applications • Tactical thinking of logistic operations • Good knowledge on industry best practices (Logistics/Supply Chain) • Good knowledge of Performance Management concepts • Excellent knowledge on Process Improvement concepts • Strong leadership skills • Strong communicative, analytical and administrative skills • Strong staff coaching, motivation and development skills • Strong change management skills • Excellent presentation skill • Excellent organization/facilitation/negotiation skill • Ability to prioritize tasks • Regional Asia Pacific exposure preferred • Excellent interpersonal and social skills – across cultural boundaries