What makes DHL great? Our People! We know each employee’s individual contributions make us the #1 Express Delivery and Logistics Company in the world.
Distinguished as No. 1 World’s Best Workplace™ by Great Place to Work and Fortune Magazine
DHL Express is committed to maintaining an environment that empowers every team member to make the greatest possible impact on our business. Our corporate culture is about personal commitment – to our business, to each other and to our global communities. DHL is dedicated to being a great place to work. In addition to competitive compensation packages, our employees enjoy a range of programs, services and benefits that bring the best to their personal lives.
Start YOUR career with DHL today…We have an immediate career opportunity for a qualified Customer Operations Group Senior Manager (COG). The COG Sr. Manager will utilize Six Sigma or similar methodologies to establish customer/operational solutions. The COG Sr. Manager will lead multi-functional teams to implement solution initiatives with the primary objectives of cost and efficiency.
Key Responsibilities:
Function as the contact point for escalated customer complaints and handle such cases effectively and professionally, exhibiting proactively and responsiveness to customer issuesCollaborate with US and international DHL business partners to develop solutions or identify root cause to address customer needs or problemsCommunication with internal customers (e.g. Finance, Credit & Collections, ITAC, Hubs, Gateways, Service Centers and Commercial teams)Develops and maintains solid relationships with peers to ensure customer needs are known and addressedDemonstrates the ability to remain calm and professional while expressing a sense of urgencyCoordinate appropriate actions to execute customer solutions and retention, to achieve the FOCUS goalsAssist in the development of systematic approaches for assuring high quality servicesMakes and implements recommendations for improved productivity, efficiency, accuracy, cost savings, safety, compliance, standardization, and revenue production procedures for a specific department by researching, reviewing, analyzing, and understanding business processes and translating that into business solutionsAttend to all Customer requirements/requests at the right time, applying the agreed processes to determine root causes and work with the Customer and DHL network to either resolve the identified issues effectively or escalate issues to the next level of responsibility for additional actionRespond to and gain support from the Operations, Commercial and CS colleagues required to support their respective functions in customer activities (both issues and opportunities)Support and action requests pertaining to customer requirements and developmentPro-actively engage stakeholders in issues that will impact Customer service quality and follow-up until completionMay provide functional guidance, advice and/or training to less-experienced business process improvement professionalsIdentify key barriers/core problems and apply problem-solving skills in order to deal creatively with complex situationsTroubleshoot and resolve complex problemsEnsure all program and initiatives direction and progress is communicated to all stakeholdersOversee the completion of projects or assignments, including; planning, assigning, monitoring, and reviewing progressIdentify and highlight best practice and non-compliance fields and areas, promoting customer resolutionEnsure reoccurring issues are raised to the right management function and level for review and analysis followed by a plan of action for resolutionSkills & Qualifications:Strong knowledge of Network Operations and workings of DHLHighly developed analytical, problem solving and high-level reasoning skillsStrong influencing & communication skillsAbility to influence and negotiate at all levelsCustomer orientatedAchievement drive and initiativeExcellent business / commercial acumenQuality orientation (accurate, timely)Conceptual thinkingPresentation skillsEffective planning, organization and decision making competenciesFluent in spoken and written EnglishGood level of cross-cultural competency and interpersonal understandingWillingness and ability to travelMinimum of 5 years of relevant working experience (preferably at management levels in either network operations, customer service, Commercial or general management)Regional or Global experience in Operations would be an advantageRelevant working experience (preferably at management levels) with Commercial teams and customer facing roles. University degree or equivalent industry experienceEmployee Benefits & Incentives
DHL Express benefits and incentive offerings are designed to reflect a substantial experience for both employees and their dependents during their career and life journey. The specifics will vary, but wherever you join and in whatever role, you'll find our benefits and rewards are among the best in the industry. They include:$124,575 - 166,100Bonus/Incentive ProgramsRetirement Savings – 401K with company matchMedical, Dental, Vision, well-being programsTuition ReimbursementGenerous Paid Time Off – Starting at 4 Weeks (PT/FT)Paid LeaveEmployee Discont ProgramEmployee Assistance & Work Life ProgramOutstanding training opportunitiesDHL 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: https://www.eeoc.gov/employers/eeo-law-poster