Key Account Support Executive

2 days ago

Chennai, India DHL Full time

**Job Title - **KEY ACCOUNT SUPPORT EXECUTIVE**

**Introduction**

DHLis a leading global brand in the logistics industry.DHL’s family of divisions offers an unrivalled portfolio** **of logistics services, ranging from national and international parcel delivery, international express, road, air and ocean transport, to industrial supply chain management. With its unrivalled presence in developing markets,DHLis decisively positioned as “THE logistics company for the world”.

DHL Express is a company that pioneered cross-border express delivery in 1969 & now is active in more than 220 countries and territories worldwide. 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.

**Role Descriptor**

DHL Express is looking for a Key Account Support Executive to join and lead our team. The Executive will be responsible to ensure the smooth execution of Key Account servicing strategy for selected accounts in line with the direction of the Key Account Support Manager and Key Account Managers whilst continuously working with customers to identify and incorporate their evolving and emerging needs in the Key Account Servicing.

**Role Details**
- Role title : Key Account Support Executive
- Corporate/Business : DHL Express
- Department/Function : Customer Service
- Job family : EXP IN Key Account Support
- Reports to : Key Account Support Supervisor

**Scope of role**
- Budgeted T/O in M or BN€ [2021]: €414.3 Million
- Number of countries covered [2021]: India
- No. Of FTEs [2021]: 75-90
- Expected profit of business in M or BN€ [2021]: Negative 6.4 Million €

**Key Responsibilities**

He/she will have to perform the following key activities:

- **DHL Key Account Customers**:

- Provide the full suite of customer service offerings (including bookings, enquiries, supply requests) to Key Account customers in addition to customized contracted services (eg Reporting etc).
- Prepare written correspondence to customers when required to furnish information requested by customers or in dealing with complaint resolution.
- Proactively inform customers on shipment delays and potential service failures.
- Make joint visits to key account customers with sales staff as and when necessary to solicit feedback to improve the service provided to the customers.
- **Sub function Managers**:

- Work with Gateway, Operations and the DHL Network to achieve promised transit times, service levels and other contracted service requirements for Key Account customers.
- Actively handle customers billing enquiries by liaising with Finance to ensure satisfactory resolution.
- **Information Management**:

- Complete weekly, monthly and quarterly reports as required by customers, management and/or the sales team per prescribed time frames/intervals.
- **Driving Customer Service Excellence**:

- Lead and drive customer satisfaction by providing best in class standards with a view towards establishing and maintaining a competitive advantage.
- **Maximizing Revenue Generating Opportunities**:

- Identify and promote areas with potential for revenue generation to cross-sell, upsell services including value added services (e.g. SVP, TDX, EXT, sales leads and the use of eCom tools).
- Incumbent has no direct reports and authority over country line and functional personnel.
- He/She should have Informal influence to enable improvement and change within the organization.

**Skills Required**:

- Presentation skills. (good)
- Customer-facing and interaction skills. (excellent)
- Software skills. (Word, Excel, PowerPoint, etc.) (excellent)
- Software skills. (DHL Systems) (preferable)
- Communication skills, spoken and written. (excellent)
- Negotiation and interpersonal skills. (excellent)
- Analytical, organizational and motivational skills. (excellent)
- Project management skills. (good)

**Profile Requirements**

(Experience/Certifications/Qualifications/Licenses)
- 2 years of experience in Customer Service in service-related industry, handling and resolving customers’ issues and complaints.
- Degree or equivalent.

**Profile Requirements**

(Experience/Certifications/Qualifications/Licenses)
- 2 years of experience in Customer Service in service-related industry, handling and resolving customers’ issues and complaints.
- Degree or equivalent.

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