Customer Relationship Manager - Military veterans preferred

DHL eCommerce

Equal Opportunity Employer/Disability/VET

Location: Remote Office

Job Brief As a Customer Relationship Manager (CRM) within the Customer Service organization, this role serves as a vital link between DHL eCommerce and its customers. At DHL, our people are our greatest asset! Everyone’s contribution drives us to be the world's #1 logistics company. Certified as a Great Place to Work and as a Top Employer, we're dedicated to fostering a positive, collaborative, and supportive environment for all. Our commitment and engagement with Our People ensure we continuously build a workplace we're all proud of. Plus, with competitive compensation and exceptional perks, we make sure your personal life shines just as brightly as your career. At DHL, our people are our greatest asset! Everyone’s contribution drives us to be the world's #1 logistics company. Certified as a Great Place to Work and as a Top Employer, we're dedicated to fostering a positive, collaborative, and supportive environment for all. Our commitment and engagement with Our People ensure we continuously build a workplace we're all proud of. Plus, with competitive compensation and exceptional perks, we make sure your personal life shines just as brightly as your career. JOB SUMMARY: As a Customer Relationship Manager (CRM) within the Customer Service organization, this role serves as a vital link between DHL eCommerce and its customers. The primary responsibilities include understanding customer needs, cultivating strong relationships, and ensuring high levels of customer satisfaction to drive loyalty and retention. Expertise lies in managing client accounts, addressing customer inquiries, and utilizing feedback to enhance products and services. By leveraging interpersonal skills and strategic insights, the CRM plays a crucial role in maintaining a positive brand image and contributing to the overall success of the business. This position demands a blend of emotional intelligence, analytical capabilities, and a steadfast commitment to delivering exceptional customer experiences, ultimately positioning the CRM as a key driver of customer success in a dynamic environment. ESSENTIAL DUTIES & RESPONSIBILITIES: Cultivate strong, trust-based relationships with key customer contacts, positioning yourself as a trusted advisor to foster loyalty and long-term partnerships. Act as the primary point of contact for customers, expertly managing inquiries, complaints, and feedback to ensure all interactions are professional, customer-focused, and aligned with their needs. Efficiently manage customer escalations, ensuring timely and effective resolution of issues to maintain satisfaction and trust. Proactively identify and mitigate potential challenges before they escalate, consistently addressing customer concerns to enhance satisfaction and minimize churn. Foster a seamless and collaborative approach by aligning and developing relationships across cross-functional teams, ensuring coordinated support for customers and driving process improvements throughout their journey. Conduct in-depth analysis of customer data to identify trends, patterns, and areas for enhancement, leveraging insights to develop targeted initiatives that boost customer engagement, satisfaction, and retention while supporting strategic business growth. Utilize CRM systems to manage customer interactions effectively, document service issues, and track performance metrics, ensuring customer information is always current to facilitate efficient issue resolution and enhance communication. Facilitate and prepare Monthly and Quarterly Business Reviews to assess customer satisfaction, address concerns, and proactively identify opportunities for cost savings, service quality enhancements, and process improvements, while initiating and managing projects that drive increased customer spend and retention. Deliver comprehensive education and training on DHL eCommerce tools, systems, and processes, ensuring regulatory compliance; lead training sessions, workshops, and demonstrations to enhance product knowledge, facilitate customer success, and guide users through features and benefits. Proactively communicate shipment status and exceptions to customers, providing timely updates on complaints and case resolutions to ensure transparency and trust. Gather and relay customer feedback on service performance to internal teams, effectively representing the customer's voice within the organization to prioritize their needs in product development and decision-making processes. Utilize advanced technologies, such as AI and analytics tools, to personalize customer interactions, predict customer needs, and enhance the overall customer experience. EDUCATION AND/OR EXPERIENCE: A bachelor’s degree in a relevant field, such as marketing, business administration, communication, or customer relationship management preferred, MBA a plus. 3+ years in a customer facing role. Successful record of developing and implementing customer relations strategies. Demonstrated experience with CRM software and tools, with a preference for proficiency in Salesforce.com. Proficient in Microsoft Office (Excel, Outlook, Word, PowerPoint). Demonstrated success in managing complex customer relationships, achieving customer satisfaction, and driving customer retention and expansion. Experience in logistics or eCommerce sectors is preferred. Lean/Six Sigma certification is a plus. REQUIREMENTS/SKILLS: Exceptional written and verbal communication skills, capable of engaging and influencing stakeholders at all organizational levels. Advanced problem-solving and negotiation skills, with a strong emphasis on conflict resolution. Strong relationship-building skills and a deep understanding of the customer journey, ensuring customer needs are prioritized. Empathy and patience in dealing with challenging customer situations to foster positive outcomes. Proactive support mindset, with the ability to analyze customer insights and data to inform decisions and drive improvements. Team-oriented with a collaborative mindset, effectively working with cross-functional teams to achieve common goals. Ability to prioritize tasks and manage multiple team members and customer needs while maintaining a high level of attention to detail. Strong follow-up skills to ensure customer needs and expectations are consistently met and exceeded. Process-oriented with strong analytical skills to drive efficiency and effectiveness in customer service operations. A passion for technology with a commitment to continuous learning and adaptability in a fast-paced, dynamic environment. PHYSICAL DEMANDS: Physical demands are consistent with a professional office setting. Regular sitting at workstation for 25 – 75% of the work shift. Travel required (up to 25%). As a Top Employer and leading logistics company, at DHL eCommerce , we are committed to helping you build a career you’ll love with benefits and incentives that support your personal and professional well-being: Competitive Pay Bonus Programs Retirement Savings - 401k with company match Medical, Dental, Vision, Well-being programs FSA/HSA availability Tuition Reimbursement Paid Time Off including vacation and sick time Company Paid Holidays and Floating Holidays Paid Parental Leave Employee Discount Program Employee Assistance & Work Life Program Short Term and Long-Term Disability Life Insurance Annual Salary of $80,000-$105,000. This compensation range is provided as a reasonable estimate of the current starting salary range for this role. Factors that may be used to determine your actual salary may include but are not limited to your specific skills, your work location, how many years of experience you have, and comparison to other employees already in this role. 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Equal employment opportunity, including veterans and individuals with disabilities.

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