Americas Key Account Desk Specialist

Houston, Texas, United States DHL Express 200029U 26. May, 2020
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We have an immediate career opportunity for a qualified AmericasKey Account Desk Specialist with DHL Express in North Houston, TX.  This important role will be responsible for effectively manage and control the Americas OtC processes for DHL’s largest Strategic, MNC and CSI customers, guaranteeing continuous cash flow, customer satisfaction, elimination of errors at source and compliance to terms and conditions that impact key KPI’s such as DSO, DQO, Credit Notes, Bad Debt and % overdue. The expertise from the AMKAD Specialist will be used for new on boarding’s or expansion of AMKAD customer contracts.

The selected candidate will be responsible for:

  • Managing the Americas Accounts Receivable Key Accounts Desk for
    the top America’s customers, guaranteeing continuous cash flow, customer
    satisfaction, elimination of errors at source and compliance to terms and
    conditions that impact Key KPI's such as DSO, DQO, credit notes, bad debt and %
    overdue

  • On boarding customers for the expansion of current KAD customer contacts
    Participating in Billing and AR projects

  • Maintaining and establishing business partner and customer relationships.

  • Supporting continuous improvement of assigned portfolios, confirm that all contractual conditions (exemptions, exceptions, invoice formats, invoice frequency, tariffs, payment terms, etc.) are being applied correctly across all billing systems

  • Ensuring that all issues are carefully analyzed and action are taken to avoid an repetition of root causes

  • Liaises with customers at the appropriate levels and frequency to ensure that all payment commitments are
    adhered to, all queries are properly recorded and managed and that relevant collection systems are updated in an accurate professional and understandable manner

  • Monitoring aging, develop treatment plans and payment schedules

  • Creating and maintaining regular reporting files, summaries and ad hoc reporting activities for all
    stakeholders

  • Creating Monthly presentations for executives to include CFOs, Global Tower, Global Key Account Desk, Customer Sponsors

  • Completing full in depth analysis of the customer payment behavior and continuously monitor customer
    trends and issues to minimize any cash flow risk to DHL

Other Tasks & Accountabilities:

  • Managing the Accounts receivable ledger for one customer across the Americas by liaising frequently with the customer shared service center, budget holders and  Freight Payment Agencies, GCM, RCM and Local KAM

  • Guarantee that all contractual conditions (exemptions, exceptions, invoice formats, invoice frequency, tariffs, payment terms, etc.) are being applied correctly across all billing systems and to ensure consistency of OtC processes for the customer, by liaising with the required DVRA, Billing, EDI and CMF resources in each country

  • Deal with all customer invoice related queries and to ensure that all issues are carefully analyzed and actions are taken to avoid any repetition of the root causes

  • To ensure that the customer is contacted (phone, E-mail, or face to face) at the appropriate intervals (according to treatment plans), that promises to pay are kept, that all queries are properly recorded and managed and that relevant collection systems are updated in an accurate, professional and understandable manner

  • Continuously monitor the ageing and guarantee optimal behavior of the overall customer portfolio, ensuring all individual targets are consistently met

  • Development of customer specific treatment plans

  • Manage the open items of the customer, ensuring payments are correctly and timely received and allocated and that the accounts are kept clean

  • Ensure a proper reconciliation between our  AR ledger and the Customers AP ledger

  • To create monthly reporting files, quarterly steering board presentations, bi-yearly customer summary and other adhoc reporting activities to inform all key stake holders whenever necessary

  • Onboard new customers into the AMKAD portfolio  and train other Key Account Desk Specialists

  • Build a thorough understanding of the Payables structure of the customer and optimize the Billing, Collections and Payment process at DHL to optimize the end to end process and customer experience

  • Ensure proper documentation of customer treatment plan and customer profile

  • To organize and coordinate yearly clean up exercise to analyze the customer’s number of accounts and ancient debt

  • Follow all OTC restrictions and policies in line with DHL compliancy and with contractual conditions. ‘Sell’ our eBilling solutions as much as possible to the customers to reduce copy doc queries and also shorten the time between invoice date and invoice received by customer

  • Be able to do a full in depth analysis of the customer payment behavior

  • Continuously monitor the external market for customer trends/issues to minimize any cash flow risk to DHL




Skills & Qualifications:

  • 5 years of experience preferred in related areas of responsibilities (e.g. Finance, Sales, Business Analyst, Customer Service) – Strong preference for candidates with experience in multiple fields (e.g. Collections, Query Handling, AP, Billing, Customer Service, Sales)

  • College degree or equivalent work experience 

  • Bilingual: Spanish and/or Portuguese preferred

  • Working knowledge of Global guidelines, company policies and DHL systems (e.g. Crisp, SAP, IBS etc.)

  • Communicate effectively to various levels of management

  • Analytical abilities to include use of technical skills

  • Knowledge/Practical Use of First Choice Methodology/Six Sigma techniques

  • Performs standard, specialized and complex aspects of the function. 

  • Excellent verbal and written communication skills

  • Proficient in Microsoft Office, Excel and Power Point

  • Experience with multi-million portfolios and international sensitive customers

  • Excellent customer service skills with the ability to empathize with and prioritize customer needs

  • Ability to travel within the US below 50% (Some international travel required)

  • Ability to work a flexible schedule if needed to accommodate customers’ need

DHL is an equal opportunity employer.We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.


Facts and Figures

  • Travel Required

    <50% of the time

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