Sr. Customer Relationship Manager

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JOB SUMMARY:

The Senior Customer Relationship Manager (Sr. CRM) plays a crucial role in Account Management and Team Leadership. This position oversees all aspects of DHL eCommerce Solutions USA's retention and service strategy for an assigned customer portfolio, with customers generating annual revenue of $2M+ ($500K+ for international customers only). The Sr. CRM serves as the primary contact for key customers, cultivating strong relationships and driving significant initiatives to enhance their experience. Utilizing customer feedback, financial data, and delivery performance, the Sr. CRM initiates and manages process improvement projects using Lean and/or Six Sigma (First Choice) tools to ensure a positive and effortless customer experience. Additionally, the Sr. CRM supports the Director, CRM & Fast Track with team leadership responsibilities.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Account Management
• Deploy account strategy and tactical plans for customer portfolio in close alignment with the Regional Sales Managers (RSMs).
• Review weekly and monthly delivery performance data to identify issues and improvement opportunities for the customer portfolio.
• Facilitate and prepare Monthly Business Reviews (MBR) and/or Quarterly Business Reviews (QBR), actively participating on-site when necessary.
• Conduct in-depth analysis on issues impacting customer performance, providing the Voice of the Customer as input for product development and process improvement.
• Identify cost savings, service quality, and process improvement opportunities, initiating and managing projects to drive growth in customer spend and retention.
• Utilize Lean and/or Six Sigma (First Choice) tools to diagnose the root cause of performance issues and create actionable plans for continuous improvement aligned with customer key performance metrics.
• Serve as the primary contact for incident management and support, coordinating, following up, and proactively updating customers on logged complaints across all functions.
• Assign relevant tasks to Customer Service Specialists (CSS) or Tier 2 Customer Service Representatives (CSR).
• Assess financial trends to develop sales actions and to help facilitate the implementation of additional business.
• Provide applicable education and training to customers on IT tools, systems, and regulatory information.
• Serve as first-level application user support regarding system questions interfacing with IT Support when needed.
• Proactively update customer on shipment status and exceptions, including intermediate updates on complaint and case resolution. Verify data integrity for all reports generated by Customer Service Analysts.
• Maintain external and internal communication related to customers within the portfolio.
• Engage RSM and/or Executive Sponsor as required for escalations or project implementations.
• Obtain regular customer feedback regarding service quality and loyalty, implementing immediate actions to resolve simple issues and achieve quick wins.

Team Leadership

• Mentor team members and support their growth and development.
• Provide mentorship to other Customer Service colleagues dealing with complex customer issues.
• Collaborate with Marketing and Leadership members to create customer-facing communications as needed.
• Identify team process improvement opportunities to reduce internal and external customer effort.
• Handle customer escalations.
• Manage special projects as needed.
• Review and analyze team Key Performance Indicators (KPIs) to determine follow-up action items for the Director.

EDUCATION AND/OR EXPERIENCE:

• Bachelor's degree or equivalent experience.
• 6 to 7 years of Customer Service or Account Management experience.
• Desired experience and/or certification in Lean/Six Sigma (First Choice) practices.

REQUIREMENTS/SKILLS:

• Possesses DHL Leadership attributes: Being Results Oriented, Leveraging Strengths, Providing Purpose, Having and Creating Trust, Focusing on Clear Priorities and Being
• Positive about Challenges, Uncertainty and Change.
• Excellent stakeholder management skills at all levels of organization including executive management.
• Creative thinker with strong customer orientation.
• Effective decision-making and change-management skills.
• Capable of delivering service excellence and responding with sense of urgency to resolve customer concerns/complaints.
• Highly polished communication encompassing speaking, writing, presenting, and negotiating.
• Ability to juggle multiple priorities and drive results in a fast-paced, dynamic environment, with a strong bias for action.
• Strong analytical and quantitative skills, utilizing hard data and metrics to support assumptions and decision-making.
• Solid knowledge of shipment processing and invoicing to drive continuous improvement.
• Established competency in creating and leading customer project plans.
• Strong project management and organization skills.
• Strong aptitude of Microsoft Office (Excel, Word, PowerPoint, Outlook), SAP, Salesforce.com, DHL eCommerce Solutions Customer Web Portal.
• Extensive knowledge of DHL eCommerce Solutions products.
• Meets or exceeds all current team KPIs (for internal candidates).

• Disciplined to work remotely.
  
  PHYSICAL DEMANDS:

• Physical demands are consistent with a professional office setting.
• Regular sitting at workstation for 25 – 75% of the work shift.
• Travel required (up to 25%).

Annual Salary per location is listed below:

$85,950-$105,150=AL, AR, AZ, ID, IN, ME, MO, MS, NE, NH, NM, OH, OK, SC, TN, WV
$94,575-$115,525=CO, CT, DC, FL, GA, IA, KS, KY, MI, MN, NC, NV, OR, PA, TX, UT, VA, WI
$98,775-$118,115=DE, IL, MD, RI, WA
$103,125-$122,875=CA, MA, NJ, NY

This compensation range is provided as a reasonable estimate of the salary range for this role. Factors that may be used to determine your actual salary may include but are not limited to your specific skills, your work location, how many years of experience you have, and comparison to other employees already in this role.

To be considered for this role, applicants must be legally authorized to work in the United States and not require employer sponsored work authorization now or in the future.

We are committed to equal opportunity and reject any forms of discrimination. The basis for employee selection at DHL Group is qualification, performance, skills and experience.