What makes DHL great? Our People! We know each employee’s individual contributions make us the #1 Express Delivery and Logistics Company in the world.
Distinguished as No. 1 World’s Best Workplace™ by Great Place to Work and Fortune Magazine
DHL Express is committed to maintaining an environment that empowers every team member to make the greatest possible impact on our business. Our corporate culture is about personal commitment – to our business, to each other and to our global communities. DHL is 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.
Start YOUR career with DHL today…
We have an immediate career opportunity for a qualified Customer Operations Group Senior Manager (COG). The COG Sr. Manager will utilize Six Sigma or similar methodologies to establish customer/operational solutions. The COG Sr. Manager will lead multi-functional teams to implement solution initiatives with the primary objectives of cost and efficiency.
Key Responsibilities:
- Function as the contact point for escalated customer complaints and handle such cases effectively and professionally, exhibiting proactively and responsiveness to customer issues
- Collaborate with US and international DHL business partners to develop solutions or identify root cause to address customer needs or problems
- Communication with internal customers (e.g. Finance, Credit & Collections, ITAC, Hubs, Gateways, Service Centers and Commercial teams)
- Develops and maintains solid relationships with peers to ensure customer needs are known and addressed
- Demonstrates the ability to remain calm and professional while expressing a sense of urgency
- Coordinate appropriate actions to execute customer solutions and retention, to achieve the FOCUS goals
- Assist in the development of systematic approaches for assuring high quality services
- Makes and implements recommendations for improved productivity, efficiency, accuracy, cost savings, safety, compliance, standardization, and revenue production procedures for a specific department by researching, reviewing, analyzing, and understanding business processes and translating that into business solutions
- Attend to all Customer requirements/requests at the right time, applying the agreed processes to determine root causes and work with the Customer and DHL network to either resolve the identified issues effectively or escalate issues to the next level of responsibility for additional action
- Respond to and gain support from the Operations, Commercial and CS colleagues required to support their respective functions in customer activities (both issues and opportunities)
- Support and action requests pertaining to customer requirements and development
- Pro-actively engage stakeholders in issues that will impact Customer service quality and follow-up until completion
- May provide functional guidance, advice and/or training to less-experienced business process improvement professionals
- Identify key barriers/core problems and apply problem-solving skills in order to deal creatively with complex situations
- Troubleshoot and resolve complex problems
- Ensure all program and initiatives direction and progress is communicated to all stakeholders
- Oversee the completion of projects or assignments, including; planning, assigning, monitoring, and reviewing progress
- Identify and highlight best practice and non-compliance fields and areas, promoting customer resolution
- Ensure reoccurring issues are raised to the right management function and level for review and analysis followed by a plan of action for resolution
Skills & Qualifications:
- Strong knowledge of Network Operations and workings of DHL
- Highly developed analytical, problem solving and high-level reasoning skills
- Strong influencing & communication skills
- Ability to influence and negotiate at all levels
- Customer orientated
- Achievement drive and initiative
- Excellent business / commercial acumen
- Quality orientation (accurate, timely)
- Conceptual thinking
- Presentation skills
- Effective planning, organization and decision making competencies
- Fluent in spoken and written English
- Good level of cross-cultural competency and interpersonal understanding
- Willingness and ability to travel
- Minimum of 5 years of relevant working experience (preferably at management levels in either network operations, customer service, Commercial or general management)
- Regional or Global experience in Operations would be an advantage
- Relevant working experience (preferably at management levels) with Commercial teams and customer facing roles. University degree or equivalent industry experience
Employee Benefits & Incentives
DHL Express benefits and incentive offerings are designed to reflect a substantial experience for both employees and their dependents during their career and life journey. The specifics will vary, but wherever you join and in whatever role, you'll find our benefits and rewards are among the best in the industry. They include:
- $124,575 - 166,100
- Bonus/Incentive Programs
- Retirement Savings – 401K with company match
- Medical, Dental, Vision, well-being programs
- Tuition Reimbursement
- Generous Paid Time Off – Starting at 4 Weeks (PT/FT)
- Paid Leave
- Employee Discont Program
- Employee Assistance & Work Life Program
- Outstanding training opportunities
DHL is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.
The EEO is the Law poster is available here: https://www.eeoc.gov/employers/eeo-law-poster
