Senior Manager, Client Support Services

2 weeks ago

NorthEast Singapore DHL Full time

About Us:

When you work with us, you'll find that we deliver results; without compromising on respect. We value each other's differences while recognising individual strength.

We are the world's leading contract logistics company. We create competitive advantage for our customers through customized warehousing and transportation services. We combine our global scale with local knowledge and sector expertise.

At DHL Supply Chain (DSC), there's more to a role than the work we do. Whatever your role is, we never forget that you make us who we are. We work hard to make sure a career with DHL is as satisfying and successful as it can be.

Join a supportive work environment where you'll have the tools and training you need to grow and succeed.

DHL Supply Chain is Great Place To Work certified.

Responsibilities:

BUSINESS PERFORMANCE SUPPORT & BUSINESS LEADS GENERATION

  • Generate new business leads to Account Managers (e.g. upselling or crossselling)
  • Contribute to revenue through commercialization of Client Support Services
  • Facilitate a unified network and integrated solution proposition during the presales phase
  • Support profitability management and planning & forecasting in collaboration with Account Management team

RELATIONSHIP MANAGEMENT

  • Act as the Single Point Of Contact to the assigned Service Logistics network customer
  • Lead Business Reviews with customers for business continuity and sustainable partnership
  • Facilitate alignment between customer's and DHL's strategic plans and enhances partnership
  • Work with respective Account Managers to ensure execution of Account Plans

PERFORMANCE MANAGEMENT

  • Align country's Ops Performance with global/regional goals
  • Ensure consistency and service quality in collaborations with Country Operations
  • Govern customer Change Requests to ensure scope management & cost recovery
  • Manage customer escalations and drive recovery plans
  • Establish and lead account community on a regular basis to deliver operations excellence

CONTINUOUS IMPROVEMENT

  • Facilitate Continuous programs in various aspects operations, systems, financial audits in collaborations with Network Operations
  • Share best practices across countries and accounts
  • Supports process standardization to attain an operating standard model
  • Track and monitor cost savings in collaboration with Network Operations

ACCOUNT MANAGEMENT

  • Grow Service Logistics share of wallet for existing customers in the region, focusing on regional account plans, commercial ownership of accounts and regional proposals (RFQ, renewal, commercial CRF) ownership
  • Ensure overall commercial ownership of SL account in the region (incl. regional management of Global account)
  • Develop proactive business retention and growth plans that protect/enhance margins and are aligned with key internal stakeholder strategies.
  • Accountable for tracking and managing account profitability in line and direct contact with Finance
  • Identifies root causes to take direct actions and/or liaise & track other functions to solve account profitability issues
  • Contributes to product development by generating ideas and providing commercial expertise during the process
  • Continuously review business potential and identify potential business opportunities throughout the customer organization

PEOPLE MANAGEMENT

  • Provide mentorship to a team of Client Support Services Managers, Assistant Managers, Analysts
  • Act as the next escalation point for customerrelated issues and guide CSS Managers / Assistant Managers / Analyst in issues resolution
  • Provide OJT / coaching / knowledge sharing to team members

Requirements:

  • Minimum 8 years Supply Chain/ Logistics, or Distribution experience
  • Minimum 5 years Customer Relationship Management background
  • Solid understanding of the principles of supply chain management
  • Excellent communications skills
  • Well developed people management skills; ability to lead and inspire teams to accomplish objectives
  • Strong analytical and problem solving skills; both shortterm/tactical and longterm/strategic
  • Wellstructured, change oriented and results focused
  • Internationally orientated executive

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