SRD Client Support Services

3 weeks ago

Westerville, United States DPDHL Full time

Sr Director Client Support Services

Would you like to join the Logistics Company for the World?Have you often wondered how products get from point A to point B? DHL Supply Chain does just that.

Become an essential part of everyday life, by contributing to an organization that is Connecting People and Improving Lives. If you have a passion for people, a desire to problem-solve,and eagerness to pursue continuous improvement opportunities… we look forward to exploringcareer possibilities with you

Job Description

The Senior Director of Client Support Services (CSS) is responsible for providing leadership to the North America Service Logistics CSS team and managing customer and operational relationships across the region. The role focuses on customer management, solution delivery and continuous improvement, as well as innovation and thought leadership.

  • Coach regional Directors and Managers, utilizing CSS tools, processes, and protocols.
  • Ensure customer satisfaction, revenue stability, and expansion.
  • Provide global governance to the PM regional teams and work closely with Customer Solutions and Innovation (CSI) to align Service Logistics with CSI global account management.
  • Ensure customer needs are met through changes in the products and service offerings of Service Logistics.
  • Successfully manage regional and global contract renewals.
  • Drive customer retention and growth.
  • Monitor and improve customer profitability.
  • Drive strong regional cross-functional partnerships with all counterparts supporting Service Logistics.
  • Collaborate closely with key customers to align on the strategic services roadmap.
  • Provide operations solutions for customers and adapt as their needs change.
  • Exceed expectations of customers, simplify their lives, and enable their success as a top priority.
  • Directly manage the regional program management.
  • Drive the contract renewal process with a long-term development strategy for Service Logistics.
  • Consult with the commercial team and billing team at global and regional levels to progress on profit improvement and service extension opportunities.
  • Deliver a best-in-class customer capability by continually improving and standardizing core processes across customers.
  • Drive standardization of Global Service Logistics business processes through project management standards.
  • Cooperate closely with customers to lead the shared teams working on delivery and improvement of the implemented supply chain solution.
  • Ensure compliance with DHL Supply Chain Contract renewal standards.
  • Design and deliver global customer reviews.

Required Education and Experience

?• Minimum of 10 years working experience in an international logistics environment in program management or sales roles, required

• Minimum of 10 years working experience of delivering complex projects and programs, required

• Minimum of 10 years working experience in working with consultancy and other DHL divisions, preferred

Our Organization has a business casual environment and focuses on teamwork, associate development, training, and continuous improvement. We offer competitive wages, excellent affordable insurance benefits (including health, dental, vision and life), 401K plan, paid vacation and holidays.

Our Organization is an equal opportunity employer.

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