Join our dynamic Team at DHL Global Forwarding! We are looking for a Customer Implementation Manager, within our Customer Implementation Department. This role is to be positioned preferably within our Melbourne Head Office but is not limited to applications from our other Australian- based offices.
About Us:
We are the leading global brand in the logistics industry, offering an unrivalled portfolio of logistics services across multiple modes of transportation to a diverse range of customers across the globe. We connect people and businesses securely and reliably, enabling global sustainable trade flows. With specialized solutions for growth markets and industries, including technology, life sciences, and healthcare, engineering, manufacturing and energy, auto-mobility, and retail, we are decisively positioned as “The logistics company for the world.”
Key Responsibilities
- To lead, direct and govern the customer implementation process including projects as and when allocated, ensuring alignment with overall business objectives, focused on enhancing customer satisfaction.
- To be the primary liaison between customers, internal teams, and external partners, facilitating effective communication and collaboration to address customer needs and expectations, while also identifying and sourcing internal specialists as required.
- To continuously assess and improve implementation processes, driving efficiency and compliance with industry standards and regulations to enhance service delivery.
- To monitor and ensure the team meets key performance indicators (KPIs) and metrics, and to implement initiatives that drive continuous improvement.
- To provide regular reports and or insights to senior management on progress and areas for improvement, while ensuring compliance with processes and standard
- To lead the implementation process for highly complex customer implementations, including those with stakeholders residing outside of country, ensuing that customers are successfully onboarded.
- To lead and develop the implementation team, ensuring that team members are equipped with the necessary skills and resources to execute successful customer implementations.
Key Accountabilities:
- To ensure high levels of customer satisfaction with all implementation processes.
- To ensure that there are no customer service failures during the implementation process.
- To ensure team members are well trained and understand customer requirements and expectations across the implementation process.
- To meet or exceed all agreed customer implementation KPI and milestones
- To contribute to customer retention
To be successful you will need:
All employees are expected to demonstrate our core behavioural dimensions to be successful at DHL Global Forwarding.
- To Drive success through focusing on and utilising your strengths in a relentless pursuit of results.
- To Create a culture of trust where everyone feels empowered and motivated to work towards a common purpose.
- To Maintain a positive mindset, prioritising clear objectives in the face of challenges, change and uncertainty.
- To Demonstrate the will to win, being determined to succeed collaboratively while driving opportunities for growth.
What to expect from us:
What makes DHL great? Our People! We know each employee’s individual contributions collectively ensure we remain one of the largest delivery and logistics companies worldwide. We are dedicated to being a great place to work. In addition to competitive compensation packages, our employees enjoy a range of programs, services and benefits that bring the best to their personal lives.
- Hybrid working options available after successful onboarding.
- Consistently voted as a great place to work.
- Focus on wellbeing with annual fitness subsidy.
If you are looking for a career, and not just a job, and believe you would be good fit for the position; Apply now!
