[Hiring] Customer Relationship Manager @DHL eCommerce

Role Description

As the Customer Relationship Manager (CRM), you lead the company's retention and service strategy for an assigned customer portfolio. Your primary responsibility will be to cultivate robust relationships with clients and spearhead initiatives to enhance the overall customer experience. Leveraging feedback and performance metrics, you will drive process improvement projects to ensure a seamless and positive customer journey. Collaborating with Regional Sales Managers (RSMs), you will deploy strategic plans and conduct proactive reviews. Your expertise in stakeholder management, creativity, and analytical skills will contribute to continuous improvement, delivering service excellence, and ensuring customer satisfaction in a remote work setting.

Qualifications

• Bachelor's degree or equivalent experience.
• 4 to 5 years of hands-on experience in Customer Service or Account Management roles.
• Demonstrated experience with CRM software and tools, with a preference for proficiency in Salesforce.com.
• Desired experience and/or certification in Lean/Six Sigma (First Choice), showcasing a commitment to continuous improvement practices.

Requirements

• Excellent stakeholder management skills at all levels of organization including executive management.
• A creative thinker with a strong customer orientation, dedicated to finding innovative solutions to meet customer needs.
• Effective decision-making and change-management skills, demonstrating the ability to navigate and lead through transitions.
• Capable of delivering service excellence and responding with sense of urgency to resolve customer concerns/complaints.
• Highly polished communication skills encompassing speaking, writing, presenting, and negotiating.
• Ability to juggle multiple priorities and execute tasks in a fast-paced, dynamic environment, with a strong bias for action.
• Strong analytical and quantitative skills, utilizing hard data and metrics to support assumptions and decision-making.
• Solid knowledge of shipment processing and invoicing to drive continuous improvement.
• Established competency in creating and leading customer project plans, demonstrating strong project management and organizational skills.
• Strong aptitude for Microsoft Office (Excel, Word, PowerPoint, Outlook), SAP, Salesforce.com, DHL Vantage.
• Extensive knowledge of DHL eCommerce products.
• Disciplined to work remotely, demonstrating the ability to maintain productivity and effectiveness in a virtual work environment.

Benefits

• Competitive Pay
• Bonus Programs
• Retirement Savings - 401k with company match
• Medical, Dental, Vision, Well-being programs
• FSA/HSA availability
• Tuition Reimbursement
• Paid Time Off including vacation and sick time
• Company Paid Holidays and Floating Holidays
• Paid Parental Leave
• Employee Discount Program
• Employee Assistance & Work Life Program
• Short Term and Long-Term Disability
• Life Insurance