Director, Client Support Services, Service Logistics

Singapore DHL Supply Chain req76548 14/04/2019


- Manage a group of CSS Managers and one or several customers (possibly in different industry sectors).
- Manage SL Contractual obligations and Key performance Indicators in an optimum manner
- Own the Customer Solutions & develop Customer Relationship to drive high performances for contractually agreed services
- Drive Solution Initiatives  and process improvements acting as Logistics Advisor
- Drive and Own Quarterly Business Reviews and Customer Satisfaction 
- Relay SL strategy goals and objectives
- Drive management of customer assets through professional Inventory Management

- Manage Customer Solution and requirements with Internal or External Suppliers  to deliver service excellence
- Drive cross-functional partnership with Regional Suppliers
- Act as escalation point for complaints or process issues
- Drive improvement and corrective actions completion in due time with relevant parties
- Drive and improve solution reporting and maintenance
- Work in parallel with Customer Operating  plans & initiatives
- Own the Customer reviews with SL Senior Management Team
- Solve problems (business, operational., procedural, logistical)

- Drive all processes according to ISO or Internal standards
o  Change Management
o Complaint Handling
o Claims
o Improvement & Innovation projects
- Drive the development and deployment of  Innovation, KPI’s and scorecards on all assigned accounts
- Own Management internal Dashboards
- Manage deliverables within timelines
- Address quality non conformities and drive resolution with relevant parties
- Manage team delivery to ensure all administrative requirements are met daily weekly monthly

Account Management
- Grow SL share of wallet for existing customers in the region, focusing on regional account plans, commercial ownership of accounts and regional proposals (RFQ, renewal, commercial CRF) ownership
- Ensure overall commercial ownership of SL account in the region (incl. regional management of Global account)
- Develop pro-active business retention and growth plans that protect/enhance margins and are aligned with key internal stakeholder strategies.
- Accountable for tracking and managing account profitability in line and direct contact with Finance (e.g. DSO issues). Identifies root causes to take direct actions and/or liaise & track other functions to solve account profitability issues
- Contributes to product development by generating ideas and providing commercial expertise during the process
- Continuously review business potential and identify potential business opportunities throughout the customer organization


 - Solid understanding of the principles of supply chain management and transportation
- Excellent communications & commercial skills
- Well developed people management skills; ability to lead and inspire teams to accomplish objectives
- Strong analytical and problem solving skills; both short-term/tactical and long-term/strategic
- Well-structured, change oriented and results focused
- Ability to work under pressure and with limited resources
- Ability to multi-task and manage internal and external requests
- Experience with project management software (e.g. MS project, PERT) or Consulting experience is a plus
- Customer Relationship Management background
- Experience in working and accomplishing tasks within a cross-functional/matrix type organization
- 10-12 years  of experience in Supply Chain, Express Logistics,  Distribution, Customer Service.

Facts and Figures

  • Business Unit

    DHL Supply Chain Regional Office Singapore

  • Travel Required

    Below 50%

  • Employment Type

    Permanent Full-Time

  • Work Permit Required