Senior Manager AFR Customer Operations

Provide input to and lead the implementation of customer operations strategy to deliver efficient logistics processes and results in the supply chain of a specific client using multimodal means of transportation and provide support to sales team in line with the business strategy and requirements, corporate guidelines and policies

Typical Business Titles

Differentiator

• Typically a highly experienced manager who manages within a nominated sub-function
• Responsible for short to mid-term (1-3 years) execution of functional strategy and operational direction
• Problems faced are often complex and require extensive investigation and analysis

Key Tasks

• Provide input to develop customer operations strategy in line with business strategy and requirements, corporate guidelines and policies
• Prepare and lead implementation of operational plans, measures and budgets
• Lead efficient management of the flow of goods and information across a customer's global supply chain utilizing air / ocean / ground transportation, customs brokerage services and dedicated warehousing / distribution centers
• Lead design and implementation of service programs in response to current and changing customer requirements identified by the sales teams
• Partner with the sales and commercial teams in extending the service portfolio to acquire new business opportunities and provide proactive support in a timely and accurate manner
• Lend support for planning and preparation of Customer Requests for Quotation (RFQ) and tenders including conducting customer visits and making presentations
• Lead coordination with specialists from various logistics operations to guarantee integrated, cost
• and time-efficient logistics processes
• Extensively analyze, research and develop improved operational techniques for value-added services
• Evaluate opportunities and lead their implementation to drive extension of operational services
• Optimize and monitor processes related to customer order processing, shipping and returns
• Monitor adherence to operating standards and procedures to provide cost-effective, superior and efficient customer service
• Liaise with responsible IT specialists to manage data flow and handling in line with customer requirements
• Analyze complex issues, identify opportunities and introduce best practices for customer operations focusing on increasing effectiveness and efficiency

Stakeholders

• Communicate and influence senior business leaders outside of own job area to accept practices and approaches
• Develop strong, trusting relationships with senior business leaders across DHL
• Cooperate with and coordinate 3rd parties e.g. external service providers
• May lead negotiations

Management Responsibility

• Manage a department or a small unit that includes multiple teams led by Managers and / or Team Leaders

Qualifications & Key Requirements

Education Level -Bachelors Degree

Experience Level - 8+years