After Sales Manager

Join our “Budapest Team” at DHL Global Forwarding, Freight (DGFF) GSC – Global Service Centre!

Job Title: Manager – Customer Program (Customs)

Job Location: Budapest

Are you dynamic and results-oriented with a passion for logistics? Join our high-performing Global Shared Services Team (GSC) at DHL Global

Forwarding, Freight (DGFF); a Great Place to Work certified organization and one of the “Top 20 most admired Shared Services Organizations in

2022” by the independent global Shared Services & Outsourcing Network (SSON).

We are the captive Shared Service Provider for DHL Global Forwarding and DHL Freight (DGFF).

We are an organization of more than 5,200

colleagues complemented by approximately 500 virtual FTE (i.e., bots applied in process automation).

Our colleagues are based across six service

delivery centers in Mumbai, Chennai, Chengdu, Manila, Bogota & Budapest.

You will interact with people from all over the world and get the chance

to a truly international organization.

In this role, you will 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.

Key Responsibility:


* Ensuring data quality and data consistency (timestamps, customer and DHL references, delay reason codes)


* Preparing regular performance reports and analyses related to the customer – delivered by the agreed deadlines


* Initiating, tracking and verifying quality improvement actions (CAPA)


* Coordinating, delivering and verifying trainings to ensure compliance with customer expectations (SOP)


* Maintaining customer reports and sending them to the customer


* Standardizing and developing customer reports (dashboards)

 


* Maintaining and developing continuous customer relationships; preparing for and participating in customer meetings/conference calls


* Responding effectively to customer questions and requests (within 2 hours)


* Handling and resolving customer complaints (involving other departments or partners when necessary, delegating tasks, escalating according to priority)


* Proactively communicating shipment statuses and any potential issues to the customer; taking or initiating immediate corrective and preventive actions


* In case of any potential or emerging issue that may jeopardize on‑time delivery, immediate action and escalation to the appropriate level is mandatory


* Coordinating shipment‑related tasks with stations, regions, carriers and other logistics partners


* Managing the implementation of new projects, ensuring the required regional communication


* Knowing, following and enforcing regulations (SOP/COP/Process Flow) and work instructions (WI), ensuring continuous updates


* Completing administrative tasks b...