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CUSTOMER IMPLEMENTATION EXECUTIVE/ CUSTOMER IMPLEMENTATION MANAGER – DHL

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DHL có mặt ở trên 220 quốc gia và vùng lãnh thổ khắp toàn cầu đã khiến DHL trở thành công ty quốc tế lớn nhất trên thế giới. Với hơn 340,000 nhân viên, chúng tôi cung cấp các giải pháp với số lượng không giới hạn cho hầu hết các nhu cầu tiếp vận. DHL là một bộ phận trong công ty logistic và bưu chính hàng đầu thế giới Deutsche Post DHL Group, và bao gồm các đơn vị kinh doanh là DHL Express, DHL Parcel, DHL eCommerce, DHL Global Forwarding, DHL Freight cùng DHL Supply Chain.

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CUSTOMER IMPLEMENTATION EXECUTIVE

MÔ T CÔNG VIC:

– The Customer Implementation Executive will be responsible for onboarding new DHL eCommerce accounts. This role will be the liaison between departments and the customer to ensure successful onboarding of new business. This role reports to the Customer Implementation Manager and based in Ho Chi Minh, Vietnam;

– Understand our customer’s business (either via Sales / Customer Implementation Manager or direct interaction) and assess a suitable integration solution (Portal or API) to meet our customer’s shipping requirements. For API implementation, please refer to or work with your Customer Implementation Manger;
– Manage the customer on boarding process from beginning to end; ensuring adherence to processes and timely resolution of implementation related issues;
– Work in conjunction with cross-functional teams (i.e. Sales, Product, Finance, Operations / Network / Customs, Portal Team, IT, Customer Service) to provide guidance on correct processes and procedures of customer on boarding;
– Evaluate customer’s business requirements on a yearly basis and recommend enhancements to provide “Best in Class” solutions;
– Participate in cross-functional planning/review sessions designed to improve the total implementation experience;
– Provide excellent customer service to both internal and external parties through effective communication, implementation, and follow up regarding projects and scheduled service programs;
– Provide technical and business expertise to customers and their clients (where applicable) during/ post implementation/integration process;
– Monitor progress and accuracy to ensure proper implementation is completed within the agreed project deadlines;
– Gather feedback on customer issues and requirements. Work with Customer Implementation Manager, as part of continuous improvement so as to enhance the customers’ journey;
– Maintain customer master data in applicable corporate systems;
– Share and align local integration requirements with Customer Implementation Manager to ensure that the solution is aligned with business’s unit goals and priorities;
– Participate in the user/business acceptance testing of system enhancements related to the customer implementation process and integration methods (e.g. standard API / Portal);

– Conduct training for both external and internal customers on new portal releases / features / functionalities, etc. if any;

YÊU CU CÔNG VIC:

– Required Skills:
+ Effective presentation, oral and written communications skills;
+ Solid analytical, critical thinking, time management, teamwork, and organizational skills;
+ Self-motivated and ability to work independently;
+ Proficient in MS Office (Word, Excel, Outlook, PowerPoint);
+ Willing to work in a fast-pace and demanding environment;
+ Willing to travel inter-city/state when required;
+ Enjoy interacting with customers and providing training;
– Education / Experience:
+ Diploma and minimum 3 years of equivalent experience;
+ Customer fronting experience preferred;

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CUSTOMER IMPLEMENTATION MANAGER

MÔ T CÔNG VIC:

– The Customer Implementation Manager, Vietnam will be responsible for onboarding new DHL eCommerce customers. The new role will be the liaison between cross-functional teams and the customer to ensure successful onboarding using the most suitable integration method for new shipping services offered by DHL eCommerce. It is of utmost importance to provide ease of use for our customers and to ensure their shipping experience with us is intuitive as well as reliable;

– Understand our customer’s business (either via Sales or direct interaction) and assess a suitable integration solution (Portal or API) to meet our customer’s shipping requirements;

– Manage the customer on boarding process from beginning to end; ensuring adherence to processes and timely resolution of implementation issues;

– Work in conjunction with cross-functional teams (i.e. Sales, Product, Finance, Operations / Network / Customs, Portal Team, IT, Customer Service) to provide guidance on correct processes and procedures of customer on boarding. It is vital to ensure proper implementation of customers’ requirements;

– Evaluate customer’s business requirements and recommend enhancements to provide “Best in Class” solutions.  To provide a holistic solution and assess downstream system integration challenges, if any.  To include cross-functional teams in the solution design (if applicable) so as to address/mitigate any process/system gaps;

– Maintain and update customer guides for all customer fronting applications (in local language, where applicable).  To ensure customer guides are updated with sequential version changes and date of changes made.  To ensure Regional Office – Customer Implementation Program, Senior Specialist or Senior Director Customer Service to review/approve the latest changes prior to converting the documents into pdf format and sharing it with customers;

– Participate in cross-functional planning/review sessions designed to improve the total implementation experience;

– Provide excellent customer service to both internal and external parties through effective communication, implementation, and follow up regarding projects and scheduled service programs;

– Execute project management responsibilities to enable seamless on boarding and clear deliverable timelines;

– Monitor progress and accuracy to ensure proper implementation is completed within the agreed project deadlines;

– Provide technical and business expertise to customers and their clients (where applicable) during / post implementation/integration process;

– Coordinate resources and activities between customers and IT as required;

– Maintain customer master data in applicable corporate systems;

– Provide feedback on customer issues and requirements.  Work with cross-functional teams in Country/Regional Office, as part of continuous improvement so as to enhance the customers’ journey;

– Provide information on market intelligence and competitor trends to Product Development and Commercial Teams, where applicable;

– Participate in the user/business acceptance testing of system enhancements related to the customer implementation process and integration methods (e.g. standard API / Portal);

– Conduct training for both external and internal customers on new portal releases / features / functionalities, etc;

– Monitor and review the Customer Implementation KPIs from Salesforce.com to identify areas of improvement and increase productivity;

– Provide leadership and management of Customer Implementation Executives (CIE) to ensure team members are motivated, engaged and aligned to deliver company’s business goals as well as objectives.  To conduct bi-yearly competency/knowledge/skills assessments to ensure CIEs are consistently upgrading themselves and staying relevant with business/industry trends.  To ensure CIEs are trained in soft skills, telephony etiquette skills, presentation skills, people interaction skills, active listening skills and having a “can-do” attitude;

YÊU CU CÔNG VIC:

– Required Skills:
+ Strong Business Information Technology knowledge and skills (especially in XML and JSON languages);

+ Strong interest in learning and applying new product concepts to become subject matter expert resource for DHL eCommerce shipping services and solutions (standard or customized);

+ Strong business acumen to drive results;

+ Possess a customer-centric mindset and balancing it with company’s resources;

+ Possess a positive and can-do attitude;

+ Pleasant disposition and enjoy meeting people;

+ Strong leadership and people management skills;

+ Strong aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment;

+ Strong project management skills;

+ Proficient in MS Office (Word, Excel, Outlook, PowerPoint, Visio);

+ Effective presentation, oral and written communications skills;

+ Solid analytical, critical thinking, time management, teamwork, and organizational skills;

+ Self-motivated and ability to work independently or with a team;

+ Ability to understand and effectively communicate technical integration/implementation terminologies and processes in layman language;

+ Ability to read, writes, and translates technical documentation. (Languages: English and local);

+ Willing to work in a fast-pace and demanding environment;

+ Must promote a working team environment;

+ Willing to travel inter-city/state or overseas, when required;

– Education / Experience:
+ Bachelor’s Degree and minimum 3 years of equivalent experience;

+ Diploma or higher education with relevant experience will be considered;
+ Proven experience in Customer Relationship Management, Project Management, People Management, Service Quality Management, preferred;
+ Project Management Certification preferred;
+ Knowledge of Shipping Systems preferred;
+ Experience in eCommerce, Supply Chain, Shipping, Mail or Logistics preferred;
+ Team management experience (i.e. more than one employee) preferred;
+ Certified Six Sigma Yellow / Green / Black Belt, preferred;

THÔNG TIN NG TUYN:

– Hạn chót: 08/08/2017;
– Gởi CV về địa chỉ: Cac.Le@dhl.com (Ms. Các);

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