Customer Solution Manager

Belgium DHL Supply Chain req71624 11/01/2019

Position: Customer Solution Manager
Location: Belgium
Customer/ Site:
Grade: RCS J
Job Type: Customer Project/Program Management
Closing Date for Applications: 20th January 2019

We are offering one exceptional candidate the chance to be a Customer Solution Manager to manage the most complex Service Logistics Solutions for key customers and to ensure that contracted performance targets are met and customer satisfaction is continuously at the highest possible levels. Pro-actively provide continuous improvement suggestions to the customers by analysing existing solutions and identifying & implementing service and solution enhancement initiatives on an ongoing basis. Take ownership of a customer’s service and financial performance.

The Customer Solutions Manager is part of the Service Logistics CSS team and will manage dedicated customers with a Passion for Customer Centricity. He/she will be responsible for the contractual agreements established between the customer and DHL, making sure that KPI levels are met, improvement and efficiency programs are in place and have the monthly/quarterly business review held and documented. 

The CSM will be escalation point for issues raised by the customer and will direct these to the right teams in order to resolve with a right first time approach. A Can Do mentality is key for this role as you need to drive solutions supported by the DHL organization. You have a natural way to connect globally with different cultures and backgrounds and are able to create and maintain an effective network to support you.

Weekly travel to Paris will be part of this role to maintain connect with the main operation

What are you accountable for achieving as Customer Solution Manager?

• Manage large complex solutions and ensuring that committed customer key performance indicators (performance & financial) are met
• Manage and coordinate large and complex customer solutions
• Co-responsible to retain customer revenue and EBIT (customer P&L)
• Co-responsible to retain customer program management fee (customer P&L)
• Ensure that DHL provides service excellence as committed and contracted to customers on an ongoing basis
• Be the single point of contact for the customer
• Be the 1st level of entry point for customer escalations
• Manage and prepare scheduled executive business review meetings (Monthly Business Reviews (MBR) & Quarterly Business Reviews (QBR))
• Host Issue & Action (I&A) log calls and escalation calls
• Manage the change request (CRF) process with the customer and internally from entry until finalization (scoping until billed to the customer)
• Drive customer satisfaction (CSI) to higher levels and work on solutions and improvement initiatives with the customers
• Drive strong cross-functional partnerships with all counterparts supporting SL and lead cross functional teams
• Identify and drive improvement initiatives with the customer and be a trusted advisor to the customer
• Drive query solutions / Issue Management
• Spot opportunities for new business development and initiate discussions to grow business
• Build strong customer relations with senior executives in the customer organisation
• Develop and leverage constructive relationships within assigned accounts
• Conduct research meetings with the customers and leverage coach network identify new opportunities
• Lead cross-functional teams in action closing and finding resolutions for a customer

What will you need as a successful Customer Solution Manager?

• Previous experience in customer management required within the Supply Chain division
• Strong problem solving skills
• Strong advisory & consultative skills
• Excellent communications & commercial skills
• Ability to communicate with senior executives within the customer organisation
• Well-structured, change oriented and results focused
• Strong analytical, business modelling and problem solving skills
• Ability to work under pressure and high stress levels
• Ability to multi-task and manage internal and external requests
• Ensure all administrative requirements are met (daily, monthly, annually)
• Ability to lead virtual cross functional teams
• Excellent presentation skills Strong negotiation and influencing skills, ability to communicate with demanding customers in escalation mode
• Strong commercial & operational acumen

Working at DHL:

Facts and Figures

  • Business Unit

    DHL Supply Chain UK

  • Travel Required

    Below 50%

  • Employment Type

    Permanent Full-Time

  • Work Permit Required