Senior Manager AFR Customer Operations - Military veterans preferred

Job Purpose

Provide input to and lead the implementation of customer operations strategy to deliver efficient logistics processes and results in the supply chain of a specific client using multimodal means of transportation and provide support to sales team in line with the business strategy and requirements, corporate guidelines and policies

  Typical Business Titles

  Differentiator

·         Typically a highly experienced manager who manages within a nominated sub-function

·         Responsible for short to mid-term (1-3 years) execution of functional strategy and operational direction

·         Problems faced are often complex and require extensive investigation and analysis

  Key Tasks

·         Provide input to develop customer operations strategy in line with business strategy and requirements, corporate guidelines and policies

·         Prepare and lead implementation of operational plans, measures and budgets

·         Lead efficient management of the flow of goods and information across a customer’s global supply chain utilizing air/ ocean/ ground transportation, customs brokerage services and dedicated warehousing/ distribution centers

·         Lead design and implementation of service programs in response to current and changing customer requirements identified by the sales teams

·         Partner with the sales and commercial teams in extending the service portfolio to acquire new business opportunities and provide proactive support in a timely and accurate manner

·         Lend support for planning and preparation of Customer Requests for Quotation (RFQ) and tenders including conducting customer visits and making presentations

·         Lead coordination with specialists from various logistics operations to guarantee integrated, cost

·         and time-efficient logistics processes

·         Extensively analyze, research and develop improved operational techniques for value-added services

·         Evaluate opportunities and lead their implementation to drive extension of operational services

·         Optimize and monitor processes related to customer order processing, shipping and returns

·         Monitor adherence to operating standards and procedures to provide cost-effective, superior and efficient customer service

·         Liaise with responsible IT specialists to manage data flow and handling in line with customer requirements

·         Analyze complex issues, identify opportunities and introduce best practices for customer operations focusing on increasing effectiveness and efficiency

  Stakeholders

·         Communicate and influence senior business leaders outside of own job area to accept practices and approaches

·         Develop strong, trusting relationships with senior business leaders across DHL

·         Cooperate with and coordinate 3rd parties e.g. external service providers

·         May lead negotiations

  Management Responsibility

·         Manage a department or a small unit that includes multiple teams led by Managers and/or Team Leaders

Qualifications & Key Requirements

Education Level -Bachelors Degree

Experience Level - 8+years