Key Account Supervisor

Key Account Supervisor

DHL Aero Expreso
3-6 years
Not Specified

Job Description

Overall Role Purpose:
Support Senior Manager, Key Account in leading and managing a team of Key Account Advisors to ensure that DHL delivers best-in-class service in line with market-leading standards. You will lead and drive customer excellence by providing superior standards in 'frontline' customer service interaction and tracing related areas, and escalated customers complaints management activities.
  • Support Key Account Advisors in claims and complaints handling, evaluate customers complaints and ensure that they are dealt with expeditiously and satisfactorily.
  • Work with Senior Manager, Key Account to communicate and implement the approved procedures for handling and resolving customer issues in accordance with DHL policies and country-specific requirements, and thereafter ensure compliance by staff.
  • Assist Senior Manager, Key Account to continuously review workload allocation to ensure optimal resource utilisation, enhanced productivity and the most cost-effective and efficient service levels for current and future customer needs.
  • Work closely with the Information Technology team to leverage technology to automate trace processes as well as formulate backup plans in times of system outages.
  • Promptly alert IT on problems arising from CS applications to ensure minimum disruptions to the CS track and trace operations.
  • Liaise closely with Ground Operations and Gateway staff to resolve shipment related problems encountered by customers.
  • Jointly develop and coordinate training sessions with trainers and conduct training sessions as assigned by the Senior Manager, Key Account.
  • Lead, motivate and supervise staff to ensure all duties are carried out efficiently
  • Conduct joint visits with sales to handle escalated issues and standardized operation requests of key customers
  • Prepare trend analysis, identify repeated customer cases and root causes, and propose process improvements
  • Provide feedback and suggestions on how system can be enhanced to carry out transactions more effectively
  • Identify and promote areas with potential for revenue generation to cross-sell, upsell services including value-added services (e.g. SI, TDX, Extended Liability and the use of eCom tools)
  • Supervise and ensure staff discipline.
  • Conduct staff performance appraisal.

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