About DHL Supply ChainAs the world's largest contract logistics specialist, we create a competitive advantage for our customers by giving them logistics solutions based on our globally standardized warehousing, transportation, and integrated services.
Our people is our biggest asset. We are certified as a Great Place to Work Company. In DHL you will find a culture that embraces diversity, collaboration; boost your strengths and generate confidence.
¡A world driven by logistic. A company driven by people! Job Purpose:Manage the regional customer base for the Service Logistics (SL) business in Latin America, which:Deliver annual budgetGenerates additional revenue for other Divisions (Express, DGF)Provides network solutions integrating warehousing (Tier-2 and Tier-3), transport and 24x7x365 command centers, field services, LLP, etc.Delivers these solutions across 11 countriesWorks across countries, sectors (mainly Technology, Life Sciences and Engineering & Manufacturing) and CSI organizationDevelop account plans for all the accountsAccountable for DHL Service Logistics regional customers, including customer satisfaction (CXM scores), account profitability (GP), account retention and account growthDeliver CXM targets and create action plansDrive initiatives (cross-Function, Region, Division) to improve satisfaction & meet financial hurdlesDirect ACG improvement and growth on existing accounts (annual target)Lead and secure account renewalsManagement of the CSS function & organization, including Customer Basics, standardization across all Countries & Sectors, alignment and execution which help achieve both business & customer objectivesAccountable as the single point of contact for the customer into SL and DSC, representing the Region & Functions, managing the performance of the solution and meeting the expectations of the customer, being the customer advocate.Act as an agent for change as customer needs, market conditions, and business priorities evolveResponsible for the I&A for daily business. QBRs and MBRs meetings.Guaranteeing business continuity, improving customer experience, and earning customer trust, through continuous improvement and innovation.Managing change to deliver improved results through bring service excellence and consistency across the supply chain region.Key responsibilities:Deliver against key regional CSS KPI's: (ACG, Renewal performance, Margin Improvement, CXM, Customer Basics %, Cost Recovery, IRRT, CRF Turn Around), etc.Drive the successful renewal of all regional SL contracts (KPI: >95% renewal rate)Set SL regional CSS and account management strategy and translate strategy into action (deliver on CSS strategic roadmap)Build and maintain relationships with key decision makers of top Regional Service Logistics customersBuild and maintain relationships with key decision makers of top service delivery partners for SL (e.g. Countries & Sectors, DHL Express, DHL Global Forwarding, 3PL partner companies)Drive innovation with top regional customers by selling and co-creating innovative solutions for complex supply chain challenges and be a thought leader internally & externallyStandardize and improve regional CSS processes to ensure we support customers in a consistent way (e.g. Complaints Management process, Change Management (CRF) process, CSS pricing), etc.Own all customer queries, complaints, claims and escalations and drive them to resolution through a well-structured customer support organisation and process.Own all requests for change (CRF's) to the implemented solution in line with defined CRF process.Ensure ISO CSS quality certification is maintained at a regional levelWho we are looking for:Strong commercial selling skillsAdvanced negotiation and influencing skillsFinancial skillsLogistics operational expertiseSupply Chain Consultancy skillsGeneral Management skills (Broad understanding of operations, IT, Finance)People management and matrix management skillsNative English languageStructured and organizedConnecting people, improving lives. In DHL Supply Chain, you can exceed your full potential.¡APPLY NOW!
#J-18808-Ljbffr