Customer Program Manager, Air Freight Customer Operations
DHL · Bayan Lepas
Key Tasks
- Implement customer operations plans and processes to deliver efficient logistics processes
- Deliver, manage and update complex and large orders received via the system including special and non-assigned orders
- Implement flow of goods and information across a customer’s global supply chain and provide resolution for complex order/ delivery issues
- Provide proactive support to sales team and respond to operations related requests such as quotation, exception deal management, historical account overview, billing corrections, etc.
- Manage delivery of cartage tours, monitor and achieve tour profitability, service quality and timelines
- Provide prompt responses to customer enquiries, including conducting customer visits and understanding of customer requirements
- Monitor the available capacities and ensure optimum utilization as per the set objectives
- Resolve complex issues occurring in operational activities, report to management on events and exceptions, as necessary
- Review and ensure systems are updated with the latest information on product shortages, expected delivery dates, price changes, etc.
- Prepare reports related to customer inquiries, sales trends, customer complaints, delivery/service problems, reasons for product returns, etc. and analyze efficiency of operational performance and delivery
- Interface with customers, other logistics operations departments, customer service and warehouse team to ensure smooth operations
- Achieve adherence to operating standards and procedures to provide cost-effective, superior and efficient customer service
- Resolve and analyze issues in day-to-day customer operations and execute practices focusing on increasing effectiveness and efficiency
- Provide support on issues and problems from less experienced/ new team members, provide direction and guidance as needed
Stakeholders
- Convince other subject matter experts to accept new concepts, practices, and approaches
- May cooperate with and coordinate 3rd parties e.g. external service providers
- Build strong, trusting cross-functional relationships with DHL managers
- Understand customer and key stakeholders interests and concerns and advise direct reports, customers and key stakeholders
- Provide technical guidance to line managers and employees
Management Responsibility
- Individual contributor who may manage two or fewer employees
- May direct the work of other lower level professionals or manage processes and programs
- Coach, review and delegate work to lower level professionals
Skills
- CRM, Customer Support, Business Strategy, Quality Control, Account Management, Requirements Analysis, Process Improvement, Project Planning, Operations Management, Supply Chain Management, Warehouse Management, Order Processing, Tracking, Delivery, Returns, Value Added Services, Sales, Pricing, Forecasting, Technology Trends, E-Commerce, DHL Business Knowledge, Business Processes, Market Research, Project Management, Stakeholder Management, Influencing, Feedback, Presentation & Storytelling, Facilitation
Qualification/Requirements
- Experience > 6 years
- Bachelor’s degree