Client Success Manager

at  DHL

About us
At DHL, people mean the world to us. That’s why our goal has always been to attract and retain the best talent over the world. We provide challenge and opportunity for personal and professional development. We recognize the difference you bring to our business, and together we share the pride of building the logistics company for the world.
Under the DHL Supply Chain umbrella, one of the business units of DHL, we provide customized logistics and industry solutions in the areas of supply chain management, warehousing, distribution, value added services, and lead logistics provider services for our customers – helping them deliver better results every day. Responsibilities
Providing knowledge around carriers, product and customer service processes
Consulting customer service with questions around customer inquiries
Solving complex requests occurring in day-to-day business
Overseeing claims being raised by the customer and their processing by customer service, carriers and warehouses
Executing on and safeguarding Customer Service standards
Continuously improving tools and templates used in the processes
Participation in customer meetings, business reviews & operations calls together with site managers, commercial owners
Monitoring and ensuring customer services responses are according to our standards
Analyzing root causes of re-occurring issues arising in running operations and solving them with the right stakeholders
Aligning customer change requests with Sales and Project Delivery. Implement smaller change requests in direct alignment with operations and IT
Handling minor escalations occurring in customer service
Training & educating the customer on the correct role they need to play / how they need to contribute to good & profitable operations
Small-scale: Implementing change requests from customers (as a project) in cooperation with IT, Sales, and Operations
Involving and managing different functions (IT, Sales, Warehouses, Project Delivery, Customer Service, external suppliers, etc.) without direct authority
Establishing close relationships with operational experts, warehouses, Delivery & Run teams as well as carriers
Maintaining a close relationship and link with the customers’ Customer Service department and Logistics
Requirements
Minimum Degree in Logistics, Business Management or equivalent
English (Full professional proficiency)
2-3 years of experience in the logistics industry or related fields
Demonstrable Continuous Professional Developmen

Please refer the Job description for details