ABOUT MULTIPRODUCT DEPARTMENT
In DHL Global Forwarding, Multi-Product Department is dedicated to providing comprehensive logistics solutions across various product categories, ensuring seamless integration and coordination of services. This department manages a diverse range of products, including ocean, air, and road freight, offering customized solutions to meet the unique needs of each client. With a focus on operational excellence and customer satisfaction, the Multi-Product Department leverages advanced technology and a global network to deliver efficient and reliable logistics services, driving business success and maintaining competitive advantage.
JOB SUMMARY
The Program Manager in the Multi-Product Department at DHL Global Forwarding is responsible for overseeing and managing service improvement initiatives, cost reduction strategies, and operational excellence for multiple customers at a regional and/or global level. This role involves coordinating with internal and external stakeholders, ensuring customer satisfaction, and driving continuous improvement in service delivery.
KEY RESPONSIBILITIES
Customer Engagement
- Develop and implement initiatives to meet or exceed performance targets agreed with the customer.
- Identify opportunities for service enhancements and cost reductions to improve overall service performance.
- Act as the regional point-of-contact for operational issues, escalating unresolved issues to Regional KAM/CRM as required.
- Serve as the primary escalation point for process and support issues, ensuring timely resolution.
- Participate in customer site visits and review meetings as needed to maintain strong relationships.
- Provide consultancy advice on DHL products and services to drive incremental revenue from existing business.
- Manage and coordinate multiple customers at a regional and/or global level in conjunction with the RKAM/CRM.
Stakeholder Management
- Collaborate with the customer service and commercial teams to ensure service performance and customer satisfaction targets are met or exceeded.
- Communicate and promote contract terms, Service Level Agreements (SLAs), and operating procedures to all stakeholders within DHL and the customer's organization.
- Work with various internal teams, including IT, finance, and operations, to ensure seamless service delivery and support.
Operational Excellence
- Ensure that all service performance targets are achieved and customer satisfaction targets are met.
- Manage the development and implementation of customer-specific enhancements to improve service performance and profitability.
- Conduct gap analyses to identify discrepancies between customer requirements and DHL capabilities and develop solutions to address these gaps.
- Ensure the timely distribution of integrated performance reports to specific customers.
- Maintain customer solutions on dedicated platforms, such as an Intranet site, if applicable.
COMPETENCIES
Functional Competencies
- Customer Relationship Management: Expertise in engaging and liaising with external customers to understand operational requirements and review performance.
- Technological Management: Proficiency in using logistics related technology and information management systems for efficient account handling.
- Product Knowledge: Comprehensive knowledge of the full range of logistics solutions offered, including ocean, air, and road freight services.
- Solution Design: Ability to tailor logistics solutions to meet specific customer needs, leveraging the diverse product portfolio.
Behavioural Competencies
- Agility: Ability to adapt quickly to changing operational needs and environments.
- Continuous Learning: Willingness to learn and improve skills to enhance performance.
- Attention to Detail: Consistently maintaining accuracy and precision in tasks.
- Quality Orientation: Commitment to delivering high-quality results and services.
- Leadership and Team Management: Directing teams towards goals and optimizing productivity by promoting accountability.
- Initiative: Taking proactive steps to improve processes or address issues.
WHO CAN APPLY
Must Have
- Over 3-4 years of customer service experience preferably in the Freight Forwarding and Logistics industry.
- Demonstrate the ability to influence decisions and actions across country line and functional personnel.
- Use informal influence to drive improvement and change within the organization.
- Excellent communication skills and experience in creating and running smooth operational processes.
Preferred
- Additional qualifications such as an MBA or International Business certification.
