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DHL Express, Inc. Director Key Accounts in Tempe, Arizona

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.

We have an immediate career opportunity for a qualified Director Key Accounts at our Tempe, AZ location.

 

The Director Key Accounts will be responsible for ensuring consistent and best-in-class customer services to DHL Top Customers through effective planning, management, stakeholder collaboration, and staffing, supported by the deployment of appropriate enabling technologies within the Key Account Standards and Guidelines.  Responsible for managing daily Key Account operations efficiently and effectively in order to meet customer’s commitments proactively via phone, mail, fax, email or website whilst adhering to stipulated service level agreements. Responsible for monitoring and reviewing service, quality and sales related activity for the Key Account function under the umbrella of Customer Service and make adjustments to process, strategies and resolution – to delight our customers.

 

Tasks:

Drive a culture of continuous improvement using First Choice Methodologies to ensure best in

class Center of Excellence standing for the Key Account function.

Build a steady structure KAD 2 striving for well-balanced workload with consistent service levels.

Own and develop the WMX Regional expansion strategy whilst collaborating with Regional Teams to ensure the highest level of quality possible. 

Responsible for the management of day-to-day operations of the contact center and ensure

adherence to processes, systems and schedules to drive service excellence, quality, productivity and maximize revenue generating opportunities.

Function as the contact point for escalated customer complaints and handle such cases effectively and professionally, exhibiting proactively and responsiveness to customer issues.

Partner with Supervisor, Specialist, and Sales to assist in facilitating the on boarding of nominated customers into Key Accounts.

Provide guidance, consultation, or advise industry team on escalated matters and partner with

Commercial, Gateway, Operations or the Global Network to achieve promised transit times, service levels and other contracted service requirements for Key Account customers.

Collaborate with US and international DHL business partners to develop solutions or identify root cause to address customer needs or problems.

Communication 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 addressed.

Demonstrates the ability to remain calm and professional while expressing a sense of urgency

Join conference calls to Key Account customers with commercial owners, participate in presentations and quarterly business reviews and solicit feedback to continuously improve services provided.

 

 

 

Skills & Qualifications: 

Has extensive depth of expertise and knowledge in specialized functions or business areas. A thorough understanding of specific aspects of work supervised and practical application to problems and situations ordinarily encountered.

Develops advanced concepts, techniques, and standards. Develops

new applications based on professional principles and theories.

Viewed as expert in functional or business area within DHL. Deals with cross-cultural

tactical issues.

Typically requires BS/BA and 6-8 year’s experience in related field, including at least 2 years of supervisory experience.

Professional certification required in some areas.

* Must be authorized to work in the U.S.*

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