About DHL Supply Chain
DHL Supply Chain offers specialist, proven expertise within the Automotive, Consumer, Chemicals, Energy, Engineering & Manufacturing, Life Sciences & Healthcare, Retail and Technology sectors. As today’s global markets grow, our innovative logistics solutions are ready to help.
DHL Supply Chain, part of the EUR 56.6bn DPDHL Group, is the world’s leading contract logistics provider. Combining value- added and management services with traditional fulfilment and distribution, our customized, integrated logistics solutions drive efficiency, improve quality and create competitive advantage.
Key Accountabilities
- Builds extensive coach network in customer’s organization, gains access to decision makers and spreads the word on the value we have delivered
- Diligently coordinates DSC internal commercial process related to his/her accounts, e.g., O2D, Renewals, BCA process, etc.- Ensures timely and accurate data entry into systems and tools required for above processes, e.g., Salesforce.com.
- Champions the overall Customer Centricity agenda to drive actions that go beyond just responding to CXM
- Drives Net Growth by winning additional and retaining existing business from the customer; increasing our share of wallet
- Knows commercial agreement inside out and fully understands DSC’s and customer’s duties & rights. Leads related commercial negotiations (e.g., rate increase) based on internally aligned positions
- Trusts Operations to deliver the KPIs, but tracks performance and jumps in when customer satisfaction is at risk; escalates decisively if and when required
Towards Customer
- Builds extensive coach network in customer’s organization, gains access to decision makers and spreads the word on the value we have delivered
- Ensures customer is billed accurately, completely, and on time for the consumed services; follows up with customer for outstanding payments
- Drives Net Growth by winning additional and retaining existing business from the customer; increase share of wallet
- Is the customer’s main point of contact for topics of strategic and tactical relevance, especially for commercial, but also for important operations matters
- Knows commercial agreement inside out and fully understands DSC’s and customer’s duties & rights. Leads related commercial negotiations (e.g., rate increase) based on internally aligned positions
- Schedules, prepares and conducts regular leadership meetings with customer (e.g., QBR/QBP)
- Champions overall Customer Centricity agenda to drive actions that go beyond responding to CXM
- Manages customer relationship during operational crises and other escalations
- Introduces relevant innovation, products and capabilities to customer and builds commitment of customer to (co- )invest.
- Excites customer for regular and numerous participation in the CXM survey and agrees mutual action plans that address their feedback
- Establishes communication matrix with customer and upholds discipline to ensure clarity and effectiveness of communication
