DHL Global Forwarding (USA)

Sr. Customer Program Manager – Newark, New Jersey, United States

Job Overview

**Note: This position may be based anywhere in the AMERICAS Region**

Key Responsibilities:

  • Preparation, delivery & follow-up of Customer Business Review Meetings
  • Create pre-agreed monthly & quarterly Customer Reports– bespoke requests from DCR
  • Analyze and report customer performance trends
  • Drive process improvement activities together with the customer (“First Choice” tools)
  • Support customer projects (Cost, Optimization, etc.)
  • Track and monitor shipments escalated by customer
  • Customer plant Surveys
  • Driving Report Standardization – DCR
  • Training and on-boarding customers to MyDHLi
  • Consultation on SOP creation, support on SOP maintenance
  • Facilitation of Account mapping process / customer data management
  • Support implementation of additional lanes
  • Support customers in Hypercare / Heatmap process with data analysis
  • Manage crucial operational/customer service tasks on interim basis
  • Support on re-implementation tasks
  • Facilitate EDI Setup
  • Rate Card Maintenance (RCM) & distribution

Skills / Requirements:

  • Strong analytical mindset & capabilities in data management
  • Problem resolution skills
  • Process & project management abilities
  • Customer facing and service oriented mentality
  • Positive “can do” attitude & dedication
  • Ability to create collaborative work environments internally and externally; team player yet ability to work autonomously
  • Excellent MS Office skills: Excel, PowerPoint
  • Strong in communications
  • Good spoken & written English skills
  • Basic DGF product and process knowledge
  • Working knowledge DGF TMS systems, ideally DCR/CW1 and MyDHLi
  • 2-3 years of work experience (or relevant education level), preferably in a transportation, logistics, operations or customer facing environment
  • Degree in Business/ Logistics/Supply Chain/Information Technology (preferred)
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DHL Global Forwarding (USA)