Customer Program Manager, AFR Customer Operations

Job Accountabilities:

External

• To overall supervise and oversee the performance of the assigned accounts, an escalation contact to customer for critical emergency management beyond the regular business executions.
• Be consultive to the customer in the areas of process optimization, supply chain design, network enhancement and cost saving opportunity…etc.
• To work on capacity & forecast within DHL controllable limits and plan for contingency (focus on lane pair/station level upgrading but not transactional shipment level)
• Participate & ensure regional/global MBR/QBR materials (part related to product) can be demonstrated with the actual business situations (indications not limits to DGF but also customer, vendor and supplier, sub-contractor…etc.)
• To communicate, develop and implement new rules/regulations, processes and solution/improvement plan to customers for maintaining the exceeding service standard.
• Higher level of escalation management, gatekeeper of the product for the overall DGF service failures recovery (coordination among the corresponding action owners and monitor the execution)
• Support on the ad-hoc, force majeure situation handling with customers
• Support on new/expanded business and customer projects

Internal

• To assist commercial, product in analyzing figures to support decision/adjustment on the service commitment to customers.
• To communicate with corresponding stakeholders to understand the customers’ KPI/Capacity/Operational requirements & needs fulfilment in daily operation in accordance to SOP/DHL’s commitment
• To identify the issues/escalations and drive the resolution in a proactive and effective way in the meanwhile DGF interest are well protected.
• To be responsible for team performance evaluation, constantly motivate and encourage staffs to outperform the assigned tasks and drive for high department values.
• Manage the allocation of appropriate resources and commitment of staff to the achievement of product and company objectives and targets

Job Requirements:

• Bachelor degree & equivalent
• Over 6:8 years of customer service/operation/product experience preferably in the Freight Forwarding and logistics industry
• Managerial experience preferred or at least 2-3 yrs. managing a team of 5+ personnel
• Fluent spoken and written English
• In-depth knowledge of AFR, OFR product, forwarding and logistics/supply chain
• Good understanding of organization structure & services offering
• Good knowledge of EDI data flows, logistics management applications
• Tactical thinking of logistic operations
• Good knowledge on industry best practices (Logistics/Supply Chain)
• Good knowledge of Performance Management concepts
• Excellent knowledge on Process Improvement concepts
• Strong leadership skills
• Strong communicative, analytical and administrative skills
• Strong staff coaching, motivation and development skills
• Strong change management skills
• Excellent presentation skill
• Excellent organization/facilitation/negotiation skill
• Ability to prioritize tasks
• Regional Asia Pacific exposure preferred
• Excellent interpersonal and social skills – across cultural boundaries