Analyst, Client Support Services

Singapore
Permanent
Full-time

2 days ago

About usLOCATION: SingaporeDHL is present in over 220 countries and territories across the globe, making it the most international company in the world. With a workforce exceeding 350,000 employees, we provide solutions for an almost infinite number of logistics needs. DHL is part of the world’s leading postal and logistics company Deutsche Post DHL Group, and encompasses the business units DHL Express, DHL Parcel, DHL eCommerce, DHL Global Forwarding, DHL Freight and DHL Supply Chain.We connect people and improve their lives. And we do it by being uncompromisingly customer-centric and delivering excellence day in and day out. By bringing people together and making life simpler – for our customers, our employees, our investors, and our society – we help make the world a better place. Being The Logistics Company for the World goes well beyond our global presence in over 220 countries and territories, or our tireless pioneer spirit when it comes to new markets. It also extends beyond our unique ability to offer a remarkable range of logistics solutions – from mission-critical express deliveries to economical freight transportation, from taking the complexity out of customs to managing the complexity of global supply chains and everything in between.We want to be the logistics company people turn to – the first choice not only for all shipping needs, but also the first choice for career and investment opportunities and being the global benchmark for responsible business practice.ResponsibilitiesRole PurposeWe are seeking a dedicated professional to manage our Network customer as a single point of contact for performance, relationship, and escalation management. The ideal candidate will proactively offer recommendations for issue resolution and process improvements.Job ResponsibilitiesBUSINESS PERFORMANCE SUPPORT

Generate new business leads for Account Managers through up-selling and cross-selling opportunities.

RELATIONSHIP MANAGEMENT

Serve as the Single Point of Contact for the assigned SL network customer.
Lead Business Reviews with customers to ensure business continuity and foster sustainable partnerships.
Collaborate with Account Managers to execute Account Plans effectively.

PERFORMANCE MANAGEMENT

Align the country’s operational performance with global and regional goals.
Ensure consistency and service quality in collaboration with Network Operations.
Govern customer Change Requests to manage scope and ensure cost recovery.
Handle customer escalations and drive recovery plans.
Distribute integrated performance reports to specific regional and global customers in a timely manner.
Provide ad hoc reporting and analysis as required.
Identify performance trends and hotspots.

CONTINUOUS IMPROVEMENT

Facilitate Continuous Improvement (CI) programs across operations, systems, and financial audits in collaboration with Network Operations.
Share best practices across countries and accounts.
Support process standardization to achieve an operating standard model.
Track and monitor cost savings in collaboration with Network Operations.

ACCOUNT MANAGEMENT

Grow the SL share of wallet for existing customers in the region by focusing on regional account plans and commercial ownership of accounts, including RFQ, renewal, and commercial CRF ownership.
Ensure overall commercial ownership of SL accounts in the region, including the regional management of Global accounts.
Develop proactive business retention and growth plans that protect and enhance margins, aligned with key internal stakeholder strategies.
Track and manage account profitability in direct coordination with Finance, addressing DSO issues and identifying root causes to take corrective actions or liaise with other functions to resolve account profitability issues.

OTHERS

Represent CSS by participating in ad hoc cross-functional projects.

Requirements

Strong understanding of supply chain management principles
Excellent communication skills
Strong follow-through and attention to detail
Team player with strong analytical and problem-solving abilities
Ability to think both tactically and strategically
Results-oriented and adaptable to change
Internationally minded executive

DHL

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