Role Purpose

• Support in developing, managing, and executing global customer service initiatives to ensure world-class service is delivered to customers at every Customer service touchpoint supporting the business FOCUS strategy and Global Roadmap.
• Lead for cross-functional projects at a global level, and also to support the other Global CS sub-functions from a CS process perspective to develop/implement their initiatives such as Quality Programs and Performance, Digitalization & RPA.

Job Description

• Work closely with the regional/country CS Heads and the other CS managers in the network in identifying, developing, and supporting ongoing booking, inquiries, tracing, service recovery, claim and complaint handling initiatives, in line with DHL FOCUS Strategy, the CS roadmap, as well as the corporate and global business goals and objectives.

• Lead and develop the standardization & harmonization of Global CS processes/standards/programs as well as identify, develop, propose and obtain approval from the CS ExCom for any changes in the Global CS Processes, Standards, Reference Guides, and Process Maps.

• Be the CS lead and subject matter expert for projects led by the other CS sub functions functions which involve CS process, at a global level, to ensure alignment to our Global CS processes.

• Be the CS lead and subject matter expert for projects led by the other functions which involve CS process, at a global level, to ensure the convergence and cross-functional alignment of all standards, processes, and policies.

• Identify BDPs for sharing as well as opportunities for improvement and action, and provide appropriate guidelines and recommendations to regions/countries relating to CS processes and customer experience.

• Identify CS learning opportunities or recurring issues in the network, analyze, clarify and communicate the learning opportunities to all countries globally.

• Ensure that CS regions/countries have effective governance/compliance measures in place to ensure great service quality is provided to all customers.

• Establish and maintain an approach for collecting, analyzing, and communicating issues with complaince to CS processes, to relevant parties (including other functional areas and the network) to avoid recurrence.

• Acts as the catalyst and focal contact point for customer service in the designated area, coordinating and facilitating internal customers' service-related matters (escalations) to ensure issues and concerns are reflected at a global level and initiatives and projects are completed on time and have achieved targeted goals.

• Assist other functions and teams in identifying, developing, and implementing programs when required.

• Function as the key contact point for the most complex level of customer escalation issues, for serious shipment-related incidents, and follow-up on those issues.

• Assist and participate in cross-functional activities/programs to drive service, quality, and revenue improvement based on root cause analysis of surveys, customer claims & complaints, customer focus groups, etc.

• Review, assess and provide feedback on all CS RPA ideas and initiatives which may have an impact on Global CS process or the customer experience.

• Responsible for the overall project plan, delivery of the key milestones and managing communications with key stakeholders, to ensure that senior management is aware of the requirements, project plan and the progress of the team/project objectives.

• Ensure all project deliverables are delivered on schedule, within budget, and meet the business requirements of the global CS stakeholders.

• Manage the work of identified vendors, or business consultants, to ensure contracted deliverables are delivered on schedule, within budget, and meet the business requirements of the global/regional CS stakeholders.

Requirements

• Tertiary Education with professional / in-hourse certification in process improvement methodology
• Proven track records of project management experience, able to understand cross-functional program management in a multicultural and global environment.
• Knowledge and experience in working with CS Processes, Programs, Tools, and Technology.
• Knowledge and experience working in or with other cross-functional departments & vendors
• CS knowledge and experience in BPMN (Business Process Model and Notation) would be advantageous
• 8 years experience in Customer Service in the Express/Logistics industry.
• Minimum 5 years of management experience in a Customer Service environment coupled with regional/global experience.