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Job Brief

The Customer Relationship Manager I (CRM I) leads all aspects of DHL eCommerce USA’s retention and service strategy for an assigned customer portfolio. Customer’s annual revenue in the assigned portfolio will be $1M+.

SUMMARY:
The Customer Relationship Manager I (CRM I) leads all aspects of DHL eCommerce USA’s retention and service strategy for an assigned customer portfolio. Customer’s annual revenue in the assigned portfolio will be $1M+. The role serves as the primary contact for key customers; develops strong relationships and drives big initiatives to improve their experience. The CRM I utilizes customer feedback, financial and delivery performance results to initiate and manage process improvement projects utilizing Lean and/or Six Sigma tools (First Choice) to ensure a positive and effortless customer experience.

ESSENTIAL DUTIES AND JOB RESPONSIBILITIES:

• Deploy account strategy and tactical plans for customer portfolio, aligning with the Regional Sales Manager (RSM).
• Review weekly and monthly delivery performance data to identify issues or improvement opportunities for customer portfolio
• Facilitate Monthly Business Reviews (MBR) and/or Quarterly Business Reviews (QBR) preparations and participate (on site, if required)
• Conduct deep dive analysis on issues affecting customer performance and provide the Voice of the Customer as an input into product development and process improvement
• Identify cost savings, service quality and process improvement opportunities and initiate and manage projects for customer portfolio resulting in growth of customer spend and retention
• Utilize Lean and/or Six Sigma (First Choice) tools to diagnose root cause of performance issues and create actionable plans for continuous improvements to meet customer key performance metrics
• Serve as primary contact related to incident management and support and coordinate, follow up and proactively update customers on complaints logged (across all functions); assign relevant tasks to Customer Service Specialists (CSS) or Tier 2 Customer Service Representatives (CSR)
• Assess financial trends to develop sales actions and to help facilitate implementation of additional business for RSM.
• Provide applicable education and training to Customer (IT Tools/ systems/ regulatory information)
• Serve as first level application user support regarding system questions at country level and interface with IT when needed
• Proactively update customer on shipment status and exceptions including intermediate updates on complaint/case resolution Verify data integrity for all reports generated by Customer Service Analysts
• Maintain external/ internal communication related to customer within portfolio
• Engage RSM and/or Executive Sponsor as required for escalations or project implementations
• Obtain regular customer feedback regarding service quality and loyalty; implement actions immediately to resolve simple issues and to achieve quick wins

EDUCATION / EXPERIENCE:

• Bachelor's Degree or equivalent experience
• 3 to 5 years of Customer Service or Account Management experience
• Lean/ Six Sigma (First Choice) experience and/or certification desired

REQUIRED SKILLS:

• Excellent stakeholder management skills at all levels of organization including executive management
• Creative thinker with strong customer orientation
• Effective decision-making and change-management skills
• Capable of delivering service excellence and responding with sense of urgency to resolve customer concerns/complaints
• Highly polished communication skills-speaking, writing, presenting and negotiating
• Ability to juggle multiple priorities and make things happen in a fast-paced, dynamic environment; strong bias for action
• Strong analytical and quantitative skills; ability to use hard data and metrics to back up assumptions
• Solid knowledge of shipment processing and invoicing to drive continuous improvement
• Established competency in creating and leading customer project plans
• Strong project management and organization skills
• Strong aptitude of Microsoft Office (Excel, Word, PowerPoint, Outlook, Power BI), SAP, Salesforce.com, DHL eCommerce Customer Web Portal
• Extensive knowledge of DHL eCommerce products
• Disciplined to work remotely

Physical Demands:

• Physical demands are consistent with a professional office setting
• Regular sitting at work station for 25 – 75% of the work shift
• Travel required (up to 25%)

Equal Opportunity Employer – Veterans/Disability