[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.

• Develop and maintain strong relationships with clients to understand their needs and ensure overall satisfaction.
• Serve as the main contact for client inquiries, concerns, and escalations. Ensure timely follow-up and proactively update customers on logged complaints across all functions.
• Assign pertinent tasks to the appropriate colleagues within the Customer Service organization.
• Deploy account strategy and tactical plans for customer portfolio in collaboration with RSMs.
• Review weekly and monthly delivery performance data to identify issues and lead improvement initiatives.
• Ensure the CRM tool has up-to-date customer information for effective issue resolution and contact purposes.
• Align internal teams to ensure coordinated support for customers, fostering a seamless and collaborative approach.
• Facilitate and prepare Monthly Business Reviews (MBR) and/or Quarterly Business Reviews (QBR), actively participating on-site when necessary.
• Proactively identify cost savings, service quality, and process improvement opportunities, initiating and managing projects to drive increased customer spend and retention.
• Conduct deep dive analysis on issues impacting customer performance, providing the Voice of the Customer for product development and process improvement.
• Assess financial trends to develop sales actions and to help facilitate implementation of additional business for RSMs.
• Utilize Lean and/or Six Sigma (First Choice) tools to diagnose root causes of performance issues, creating actionable plans for continuous improvements aligned with customer key performance metrics.
• Provide applicable education and training to customers on IT tools, systems, and regulatory information.
• Serve as the first level of application user support regarding system questions at the country level, interfacing with IT when needed.
• Proactively update customer on shipment status and exceptions, including intermediate updates on complaint and case resolution.
• Verify data integrity for all reports generated by Customer Service Analysts.
• Maintain external and internal communication related to customers within portfolio.
• Engage RSM and/or Executive Sponsor as required for escalations or project implementations.
• Obtain regular customer feedback regarding service quality and loyalty, implementing immediate actions to resolve simple issues and achieve quick wins.

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