After Sales Manager

Manager – Customer Program (Customs)

Join our "Budapest Team" at DHL Global Forwarding, Freight (DGFF) GSC – Global Service Centre!

Job Location: Budapest

Are you dynamic and results-oriented with a passion for logistics? Join our high-performing Global Shared Services Team (GSC) at DHL Global Forwarding, Freight (DGFF); a Great Place to Work certified organization and one of the "Top 20 most admired Shared Services Organizations in 2022" by the independent global Shared Services & Outsourcing Network (SSON).

We are the captive Shared Service Provider for DHL Global Forwarding and DHL Freight (DGFF). We are an organization of more than 5,200 colleagues complemented by approximately 500 virtual FTE (i.e., bots applied in process automation). Our colleagues are based across six service delivery centers in Mumbai, Chennai, Chengdu, Manila, Bogota & Budapest. You will interact with people from all over the world and get the chance to be part of a truly international organization.

In this role, you will manage multiple levels of customer interaction and serve as a single point of contact to one or more of DHL Global Forwarding's large strategic customers with customs brokerage business across multiple countries, with a focus on innovative solutions, business growth, profitability, and customer loyalty.

Key Responsibility:

• Ensuring data quality and data consistency (timestamps, customer and DHL references, delay reason codes)
• Preparing regular performance reports and analyses related to the customer – delivered by the agreed deadlines
• Initiating, tracking and verifying quality improvement actions (CAPA)
• Coordinating, delivering and verifying trainings to ensure compliance with customer expectations (SOP)
• Maintaining customer reports and sending them to the customer
• Standardizing and developing customer reports (dashboards)

• Maintaining and developing continuous customer relationships; preparing for and participating in customer meetings/conference calls
• Responding effectively to customer questions and requests (within 2 hours)
• Handling and resolving customer complaints (involving other departments or partners when necessary, delegating tasks, escalating according to priority)
• Proactively communicating shipment statuses and any potential issues to the customer; taking or initiating immediate corrective and preventive actions
• In case of any potential or emerging issue that may jeopardize on-time delivery, immediate action and escalation to the appropriate level is mandatory
• Coordinating shipment-related tasks with stations, regions, carriers and other logistics partners
• Managing the implementation of new projects, ensuring the required regional communication
• Knowing, following and enforcing regulations (SOP/COP/Process Flow) and work instructions (WI), ensuring continuous updates
• Completing administrative tasks by the required deadlines
• Performing any additional ad-hoc tasks assigned by the direct supervisor related to the above responsibilities
• Maintaining customer reports and sending them to the customer
• Preparing regular performance reporting and analysis related to the customer
• Completing administrative tasks by the required deadlines
• Proactively communicating information to the customer regarding the status of escalated shipments and any potential issues, and taking or initiating immediate corrective and preventive actions – on a daily basis, in accordance with the company's and the relevant department's process descriptions

Management responsibility:

• Individual contributor role.
• Develop appropriate approach and performance metrics for customer relationship meetings
• Monitor and sustain the overall performance of the customer program
• Takes accountability for the overall customer relationship and achieves profitable growth through proactive & strategic thinking

Required Skills/Abilities:

• Project management or Sales experienced
• Excellent English communication (verbal & written)
• Well acquainted with MS Office, especially Excel and Power Point
• Excellent interpersonal skills
• Project Management experience will be beneficial but not essential.
• Ability to travel (less than 25% of the time)
• Able to work independently

Apply now and embark on an exciting journey with us! We offer:

• As part of a global company at DHL, and of a continuously growing organization in our GSC Budapest center, you will work in a multinational environment, and have endless opportunities for professional development and career progression.
• Annual bonus – based on achievable KPIs
• Extensive cafeteria package
• Flexible working location:
• You may choose to work in home office, initial 6 months will be work from office and then the 50%-50% hybrid work mode
• You can enjoy the facilities in our modern office in case you prefer working on-site
• Laptop, mobile, and technical equipment for home office
• Travel allowance for MÁV and BKK passes, and for commuting by car from outside and within Budapest
• Financial support for special life situations - wedding, child birth, funeral
• Referral bonus
• Long service award - starting at 3 years of seniority
• Extra paid time off for your birthday
• We are an AYCM sport pass partner
• Extended medical check
• Group insurance
• Gaming room and massage chair in the office, if you need to switch off during your break time
• Regular company events in the form of yearly company days, team buildings, family day, CSR actions
• Wellbeing initiatives supporting the work-life balance and the physical and mental health of our colleagues
• Personalized learning & career platform for your professional development to help you achieve your next career goal with us!

Other information you may need to know:

• Our DHL Building is located at BUD International Airport.
• We work from 8:00 to 17:00, with 1 hour lunch break.
• As an agent working closely with stations located in other European countries, you may be required to work on Hungarian national holidays – for which you will be compensated in accordance with the Hungarian Labor Code.