Director , Client Support Services



Full time

Customer Service


Apr 20

Director , Client Support Services

DHL Supply Chain


About us

DHL is present in over 220 countries and territories across the globe, making it the most international company in the world. With a workforce exceeding 350,000 employees, we provide solutions for an almost infinite number of logistics needs.

DHL is part of the world’s leading postal and logistics company Deutsche Post DHL Group, and encompasses the business units DHL Express, DHL Parcel, DHL eCommerce, DHL Global Forwarding, DHL Freight and DHL Supply Chain.

We connect people and improve their lives. And we do it by being uncompromisingly customer-centric and delivering excellence day in and day out. By bringing people together and making life simpler – for our customers, our employees, our investors, and our society – we help make the world a better place.

Being The Logistics Company for the World goes well beyond our global presence in over 220 countries and territories, or our tireless pioneer spirit when it comes to new markets. It also extends beyond our unique ability to offer a remarkable range of logistics solutions – from mission-critical express deliveries to economical freight transportation, from taking the complexity out of customs to managing the complexity of global supply chains and everything in between.

We want to be the logistics company people turn to – the first choice not only for all shipping needs, but also the first choice for career and investment opportunities, and being the global benchmark for responsible business practice.



- Dedicated point of contact to APAC and global Senior stakeholders of customer and internally

- Manage SL Contractual obligations and Key performance Indicators in an optimum manner

- Own the Customer Solutions & develop Customer Relationship to drive high performances for contractually agreed services

- Drive Solution Initiatives and process improvements acting as Logistics Advisor

- Drive and Own Quarterly Business Reviews and Customer Satisfaction 

- Develop and execute SL CSS strategy goals and objectives

- Manage a group of CSS Managers and one or several customers (possibly in different industry sectors)


- Manage Customer Solution and requirements with Internal or External Suppliers to deliver service excellence

- Drive cross-functional partnership with Regional Suppliers

- Act as escalation point for complaints or process issues

- Drive improvement and corrective actions completion in due time with relevant parties

- Drive and improve solution reporting and maintenance

- Work in parallel with Customer Operating plans & initiatives

- Own the Customer reviews with SL Senior Management Team

- Solve problems including but not limiting to operations, commercials, billing etc


- Drive all CSS processes according to ISO or Internal standards

- Improvement & Innovation projects

- Drive the development and deployment of Innovation, KPI’s and scorecards on all assigned accounts

- Own Management internal Dashboards

- Manage deliverables within timelines

- Address quality non conformities and drive resolution with relevant parties

- Manage team delivery to ensure all administrative requirements are met daily weekly monthly

Account Management

- Grow SL customers in the region, focusing on regional account plans, commercial ownership of accounts and regional proposals (RFQ, renewal, commercial CRF) ownership

- Ensure overall commercial ownership of SL account in the region (incl. regional management of Global account)

- Develop pro-active business retention and growth plans that protect/enhance margins and are aligned with key internal stakeholder strategies.

- Accountable for tracking and managing account profitability in line and direct contact with Finance (e.g. DSO issues). Identifies root causes to take direct actions and/or liaise & track other functions to solve account profitability issues

- Continuously review business potential and identify potential business opportunities throughout the customer organization


• Act as the Single Point Of Contact to the assigned SL network customer

• Lead Business Reviews with customers for business continuity and sustainable partnership

• Facilitate alignment between customer’s and DHL’s strategic plans and enhances partnership

• Work with respective CSS Managers to ensure execution of Account Plans


• Align country’s Ops Performance with global/regional goals

• Ensure consistency and service quality in collaborations with Network Operations

• Govern customer Change Requests to ensure scope management & cost recovery

• Manage customer escalations and drive recovery plans

• Establish and lead account community on a regular basis to deliver operations excellence


• Facilitate CI programs in various aspects – operations, systems, financial audits in collaborations with Network Operations

• Share best practices across countries and accounts

• Supports process standardization to attain an operating standard model

• Track and monitor cost savings in collaboration with Network Operations


  • 10-12 years of experience in Supply Chain, Warehouse and Distribution, General management
  • Solid understanding of the principles of supply chain management and transportation
  • Excellent communications & commercial skills
  • Strong Senior Stakeholder engagement
  • Well developed people management skills; ability to lead and inspire teams to accomplish objectives
  • Strong analytical and problem solving skills; both short-term/tactical and long-term/strategic
  • Well-structured, change oriented and results focused
  • Ability to work under pressure and with limited resources
  • Ability to multi-task and manage internal and external requests
  • Relevant University/ Masters Degree level

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