RCS Level: J or L3
DHL Express Public Sector is looking for a Manager of Customer and Sales Support. The successful candidate will lead the Public Sector Control Tower, known as the “Warfighter” Support Team, comprised of entrepreneurial high performance individuals providing dedicated support to one of the largest DHL Express customers globally. The DHL Express Public Sector Control Tower does make a difference in people’s lives by supporting the mission of the US Department of Defense, Federal Civilian Agencies, Non-Governmental Organizations (NGO) and Defense Contractors on a global scale.
The leader of the Control Tower is responsible to lead the team to provide customer, sales support and value added solutions to provide excellent customer satisfaction which in turn increase loyalty and help the Public Sector team achieve its revenue goals. The successful candidate will be tasked with providing a strategy and vision for the development and professional growth of a team of support professionals while achieving world class service. Manage ongoing change to ensure that services are delivered at the lowest operational cost and meet the growing demands of customers. The manager will partner with commercial sales in support activities related to winning new business and growing the DHL Express Public Sector brand.
Develop an in-depth knowledge of DHL Express core services and solutions and support functions to successfully lead the Public Sector Control Tower. Recruits, hires, trains and provides coaching and development to Public Sector Control Tower staff with the ultimate goal of increasing customer satisfaction and loyalty. Develop key performance indicators and ensure that the team consistently meets or exceeds performance metrics. Lead the Control Tower team to proactively develop, implement, and improve processes with an impact on customer satisfaction and increased sales. Administer, coordinate, and document standard operating procedures and internal policy. Ensures service levels are met by coordinating staffing levels. The Manager of Customer and Sales Support will assume responsibility of any inquiry at their discretion and or if a customer requests to speak to a superior after additional resolution attempts from any direct reports are unsuccessful. Ability to exercise judgment: The manager will need to decide when a particular customer service or relationship issue needs to be escalated to C-level management.
The Manager will have frequent contacts with senior executives within DHL and Public Sector customers on a daily basis. The manager is an expert advisor to peers, internal and external customers. The manager will proactively provide customer feedback to DHL stakeholders, including senior leadership in order to create and maintain best in class, high value add processes and deliverables to improve the customer experience. The manager will build collaborative working relationships across groups which include Key Accounts Desk; Quality Control Centers, Quotes Desk, Commercial Teams, Operations and Information Technology among many other stakeholders that help Public Sector maintain its customer portfolio.
The manager implements business strategies with direct impact on business unit/functional results. Erroneous decisions or recommendations or failure to achieve results would normally result in considerable expenditure of additional time, human resources, and customer dissatisfaction which in turn will affect revenue and customer loyalty.
Primary contributions are to coach and develop the team to ensure customer satisfaction and loyalty. Ensures employee performance is according to expectations and agreed key performance indicators. Ability to communicate expectations and hold individuals accountable to established performance metrics. Recommends pay adjustments and promotions. Need to be comfortable with giving and receiving feedback not only from upper management but from direct reports as well.
Develops and implements initiatives and processes for business/functional area within overall area of responsibility. Recommends policies, methods, processes, techniques for the business function based on change initiatives; creates/conceptualizes new methods, techniques, and/or processes across job areas or functions including drafting standard operating procedures and guidance manuals. Supervises, coordinates, provides leadership to, and reviews the work of professional subordinates in order to accomplish operational plans and results. Estimates staffing needs and schedules and assigns work to subordinates and subunits to meet service and budget targets. The manager will have a good understanding of many internal DHL operation, sales, IT, billing, import-export regulations, among other functions necessary to support the Public Sector business portfolio.
Skill & Qualifications:
Typically requires BS/BA and 6-8 years’ experience in related field, including at least 2 years of supervisory experience. Professional certification required in some areas will be a plus.
High proficiency with Microsoft Office is very important with a focus on Excel and Power point.
Previous experience managing an existing team to support global growth in a fast moving environment.
Previous experience recruiting, hiring and training new employees to ensure the support team is staffed appropriately given our operating plan and growth strategies.
Excellent prioritizing skills, ability to multi-task and work under pressure.
Excellent written and spoken communication skills.
Experience working across multiple countries, cultures and languages.
Proven experience of developing, documenting and implementing policy and standard operating procedures.
Excellent written and verbal communication skills are required
Proven ability to work individually and collaboratively to solve client issues in a timely manner
Attention to detail, excellent organizational skills, superior time management skills
Ability to work independently with minimal supervision
Strong critical thinking, analytical and technical skills
Experience with DHL systems like COMET, GEMA, NPTS, E-Commerce a plus but not required
Experience supporting US Government/ US Military and of Defense Contractors a plus but not required
Ex Military a plus but not required
Contacts are frequent with individuals outside DHL on broader, more strategic issues including trade shows. The manager will become an expert advisor to external customers; serves as a resource to industry groups, professional associations, and/or customers like National Defense Transportation Association, US Department of Defense, Federal Civilian and Defense Contractors. Some of these customers may come to the manager for advice in areas like import-export regulations, DHL network and service capability among other areas of the business.
DHL is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic. The EEO is the Law poster is available here. http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf