Working Location: Kwai Hing, Hong Kong

Responsibilities:

• Responsible to manage and improve service performance and customer experience for selected key customers through direct contribution and coordination of the people, processes, and systems of the DGF network. Ensuring meet and exceed our customer promise and position ourselves.
• Provide quick, clear and effective communications to primary external and internal contact for key customers. 
• Understand customer service commitments to ensure clear documentation and delivery against them. 
• Responsible to performance management; understand how we are performing and why, and what actions are required. 
• To identify and deliver improvements in customer experience and service efficiency, ensuring continuous improvement  
• Act as the escalation point for customers and internal stakeholders for issues. 
• Responsible for project management, ensure delivery of improvement projects including customer integrations. 
• Conduct and support customer Business Reviews that covering performance, issues, and improvements. 
• Maintain documentation – e.g. operating procedures, service level agreements and performance records. 
• Monitor compliance of our operations and services – ensure relevant regulations and standards are followed. 
• Shipping Profile – monitor volumes and profitability - identify trends and coordinate resources to improve. 
• Work closely with stakeholders including but not limited to external customers, internal product teams, control tower operations team and commercial managers
• Commercial ownership of Key Accounts for Asia Pacific, Ocean freight focus.
• Develop and deepen strategic, tactical and operational relationship, insight and servicing to grow and maintain long term, sustainable business
• Develop and prepare an action plan and forecast for each target Key Account client to increase market share and deliver the growth strategy taking cognizance of client realities.
• Identifying opportunities for growing Key Accounts to achieve sales targets and results
• Lead function in RFP/RFQ process, Preparation, rate gathering and negotiation, reviews and submission, pre-briefing and debriefing 

Requirements:

• Bachelor's degree holder or equivalent work experience 
• Minimum 5 years customer facing product experience, with advanced knowledge of operational tools, reporting systems, and improvement techniques. 
• With extensive knowledge on Air Freight or Ocean Freight product and system
• Strong customer focused, attention to details, resilient and excellent decision maker  

5 days work, career development, attractive remuneration and benefits package will be offered to the right candidate.

Applications will be treated in strict confidence. Please send application with full particulars of qualifications, experience, current and expected salary by clicking the  Apply Now  button or by post to Human Resources Department, 4/F, EDGE, Nos. 30 – 34 Kwai Wing Road, Kwai Chung, New Territories, Hong Kong.  

Applicants not contacted within six weeks may consider their applications unsuccessful. 

Personal Information Collection Statement pertaining to Recruitment

DHL Global Forwarding (Hong Kong) Limited (“DHL”) is committed to protecting and respecting your privacy in accordance with the Personal Data (Privacy) Ordinance of Hong Kong (the “Ordinance”) and DHL’s Personal Data Protection Policy (the “Policy”) at http://www.dhl.com.hk/en/legal.html#pdpp

By proceeding to respond to this recruitment advertisement you consent that we may use, retain, process, transfer or otherwise handle the personal data that we collect from you for recruitment purposes (including any other purposes directly related thereto) in accordance with the Policy.

All personal data of unsuccessful applicants will be retained for future recruitment purposes for a period of not more than six (6) months, after which such data will be destroyed.

You have the right at any time to make a data access or correction request concerning your personal data held by us. In addition, you may request us to delete your personal data that is no longer required for the relevant purposes which you have given consent. Should you wish to exercise such rights or have any question in relation to your personal data or the Policy, please contact our Human Resources Department.

All applications applied through our system will be delivered directly to the advertiser and privacy of personal data of the applicant will be ensured with security.