Customer Program Management & Implementation Specialist
Descrizione dell'offerta
A WORLD OF OPPORTUNITIES FROM THE FREIGHT FORWARDING MARKET LEADER
Deutsche Post DHL (DPDHL) is the world’s logistics provider, with nearly 600,000 employees operating in more than 220 countries and territories.
DHL Global Forwarding, Freight (DGFF) is the DHL division specializing in international transport, particularly air, ocean, and road freight. We are the global leader in air freight and second in ocean freight.
As DHL Global Forwarding Italy, we have 15 stations across the country and 4 gateway departments, with over 600 highly qualified employees. In DGF, shipments are our core business, but people are our passion. Innovation and diversity are integral parts of our culture.
We offer excellent opportunities for personal growth and professional development.
We can proudly say that we are truly a Great Place to Work !
If what you’ve read so far sounds interesting and you would like to join our team… keep reading!
Key tasks
- Implement customer operations plans and processes through SOPs creation drafted accordingly with customers’ requirements and distributed across the country/region at a station level to deliver efficient logistics processes.
- Interact with all departments: CSSV, finance, BPO, HOP, products and warehouse team to ensure smooth operations.
- Support finance dept. and operations on specific invoice auditing programs, external tool training, etc., EDI processes.
- Draft performance reports related to customer inquiries, volume trends, customer complaints, delivery/service problems, exception management, etc. and evaluate efficiency of operational performance and delivery to be presented during customer’s BRM in cooperation with KAMs.
- Interact with regional/global sales & IMPAT representative to manage customer’s requirements.
- Handle IMPAT onboarding calls with foreign countries with the support of platform Sales360 to carry on IMPAT opportunities.
- Analyse and understand operating data and statistics to evaluate the benefits of post process implementation to ensure product quality, efficiency and identify improvement opportunities, develop action plans accordingly.
- Make use of digitalised tools & reporting (Dashboards, My DHLi, Data Grid, DCR, FRP).
- Consolidate the results of improvement projects and customise reports to support KAM on MCN/CSI customers.
- Deploy best practices to identify and resolve key risk areas.
Skills
- Ability to apply project / process management methodologies to drive process improvements / solve complex issues e.g. First Choice methodologies.
- Good understanding of and a strong network in the forwarding industry, the OFR organization and related DPDHL departments.
- Good understanding of the systems and tools relevant to the operations of DGF OFR (e.g. CW1, RMS, Cargo Sphere, MyFRP, ESP, etc.).
- Solutions‑oriented, customer‑centric mind‑set to identify and drive relevant improvements.
- Operations Management; Process Engineering; Business Processes; Quality Control; Net Promoter Score; Reporting; Performance Management; Process Improvement; First Choice Advisor; Change Management; Cost Reduction; Third Parties; Technology Trends; Workflow Automation; DHL Business Knowledge; Business Strategy; Market Research; Project Management; Stakeholder Management; Influencing; Feedback; Presentation & Storytelling; Coaching.
Qualifications & Key Requirements
- More than 1/2 years experience in Ops/CS roles AFR & OFR.
- English level B2/C1 (intermediate+ / advanced).
- Very good knowledge of MS Office: Excel, PowerPoint, Word, OneNote, Teams, OneDrive.
- High understanding of customer needs.
- High analytical and problem‑solving skills.
- High communication and negotiation skills.
- Self‑directed and proactive working style.
- Proven project management skills recommended.
- Positive attitude & team working.
- Flexibility and ability to adapt to new challenges and to non‑standard activities.