Customer Program Manager

DHL Global Forwarding is one of the world’s leading logistics providers, providing air and ocean freight forwarding services.

At GSC (Global Service Center), as the captive Shared Service Provider for DHL Global Forwarding and DHL Freight, we are proud to have nearly 5.000 colleagues across six service delivery centers on a mission to deliver best-in-class business through 12 service lines.

Day by day we strive to create a great employee experience, we are proud to be awarded as a Great Place to Work.

YOUR CAREER, DELIVERED

Join DGF Global Service Centre Budapest - we are looking for Agents in Ocean Freight (OFR) service line!



* NAME OF THE POSITION - Customer Program Manager
 

JOB PURPOSE :

To manage multiple levels of customer interaction and serve as a single point of contact to one or more of DHL Global Forwarding’s large strategic customers with customs brokerage business across multiple countries, with a focus on innovative solutions, business growth, profitability, and customer loyalty.
   

DIFFERENTIATOR:

·        General knowledge of International Trade and Customs Services

·        Able to work independently

·        Excellent communication and interpersonal skills

·        Acumen of Excel and Power Point

·        Good telephone and E-mail skills

·        Commercial attitude

·        Networking skills

·        Project Management experience

·        Ability to travel (less than 25% of the time)

·        Fluent in English (verbal/written)

·        Bi/Multi language preferred
 

KEY TASKS:

·        Governance over the overall delivery and performance of customs services agreed with customer in the

·        Master Service Agreement or Statement of Work

·        Monitor customer’s regional customs activities and DHL Global Forwarding Country customs operations performance

·        Prepares, rolls out, maintains Global Standard Operation Procedures

·        Manages Regional Report and metrics

·        Prepares QBR Material

·        Participates in QBR by telephone or in person

·        Participates in weekly/monthly conference calls with the customers to discuss performance, challenges, new business

·        Implementation of new business (countries & services)

·        Utilizes data related to critical Customs activity and exceptions to ensure consistent service delivery

·        Addresses and resolves Customer Complains

·        Manages the issuance of CAPA – Corrective Action / Preventive Action

·        Maintains a positive rapport with customer, DHL Global Forwarding Country Product Management and Operational Staff, Vendors, and Commercial Team (CSI, KAMs)

·        Participates in monthly calls with country Customs teams to review volumes, performance, challenges

·        Provides regula...