LLP Operational Account Manager
, At DHL Supply Chain, we all share a set of common values. To deliver excellent quality. To make our customers successful. To foster openness. To set and follow clear priorities. To be entrepreneurial. And to be socially responsible and act with integrity. These are the things that bring us together as associates and set us apart from other logistics companies.
Join us as an
LLP Operational Account Manager
Your role in a nutshell:
Manage the complex Service Logistics Solutions for the customer in the Africa region to ensure that contracted performance targets are met, and the service providers follow the agreed SOW. Make sure that the customer satisfaction is continuously at the highest possible levels. Proactively provide continuous improvement suggestions to the customers by analysing existing solutions and identifying & implementing service and solution enhancement initiatives on an ongoing basis.
Main tasks and key responsibilities:
- Be the single point of contact for the customer for Africa 3PL (Warehouse, Carrier) related topics
- Be the 1st level of escalation point for customer complaints in regards of supplier performance / supplier issues
- Drive customer satisfaction (CSI) to continuously increasing level, work on solutions and improvement initiatives with the customer
- Ensure that the service providers are following the agreed processes included in the Warehousing and Transport SOWs
- Support the implementation and manage customer solutions from operational point of view
- Ensure that committed customer key performance & financial indicators are met by the service providers
- Create and manage the Africa related measurements and KPI reporting
- Manage and prepare scheduled executive business review meetings (Monthly Business Reviews /MBR/ & Quarterly Business Reviews /QBR/) with suppliers as well as with the customer
- Responsible for Issue & Action (I&A) log, drive customer and supplier calls
- Manage the LLP change request (HCR) process with the customer and internally as well
- Cooperate with all supply chain internal and external stakeholders (Customer, Warehouse, Carrier, Brokers, End Customer)
- Identify and drive improvement and cost saving initiatives and be a trusted advisor to the customer.
- Supports RFQ process from operational point of view
- Mentor Control Tower Logistics Coordinators in demand, provide expectations and support their development for country/cluster/region specifics.
- 3-5 years experience of supplier – carrier management
- University degree
- Fluency in English
- Airfreight experience is a must
- Africa specific knowledge/experience is a great advantage
- Nice to have Medical/Pharma supply chain sector experience
- Nice to have Experience in Data Analytics (Power BI)
- Africa specific knowledge/experience is a great advantage
- Nice to have Medical/Pharma supply chain sector experience
- Nice to have Experience in Data Analytics (Power BI)
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