Logistics Manager

Ref.: US - 29683

At DHL, people mean the world to us. That’s why our goal has always been to attract and retain the best talent the world over. We provide challenge and opportunity for personal and professional development. We recognize the difference you bring to our business, and together we share the pride of building THE logistics company for the world.
Working for DHL Global Forwarding means working for the global market leader in air and ocean freight.

At DHL Global Forwarding, our expertise lies in the fast and flexible transportation of goods and merchandise across all continents. We not only supply comprehensive international logistic services, but also play an active role in reducing C02 emissions as seen in our GoGreen product portfolio.

Role Title:

Logistics Manager

Location:

Strategic Customer Management

RCS Level:  P3/P4

Reporting Structure:  Senior Manager

Overall Accountabilities:  

Coordination of all processes and functions related to assigned customer support as described below:

Customer Support:

• Advocate and single point of contact to ensure a holistic approach to the customer’s business
• Enhance customer satisfaction by developing and driving initiatives to better align DGF’s internal processes to the global and regional requirements and of the customers organization
• View the overall customers business from a global standpoint and act as a mediator between internal and external partners therefore being an advocate for the customer when individual silos begin to operate
• Develop and implement collaborative processes between DGF and the customer to ensure that KPI’s are met, while also ensure that DGF’s processes appropriately align with the customers processes
• Ensure appropriate information systems are supported, implemented and maintained
• Develop and maintain intimate knowledge of customers current and anticipated business practices and processes.  
• Identify and/or coordinate efforts to secure new business with appropriate CSI/MNC contacts
• Identify, create and implement business solutions for customers.
• Recommend improvements and cost savings solutions
• Coordinate and monitor all applicable product processes as they relate to customer expectations
• Engage appropriate product support to develop, train, and implement process improvements as needed
• Develops, sells, implements and manages integrated logistics solutions that impact customer production, warehousing, distribution and inventory of products and materials. 
• Assigns work, sets completion dates, reviews work, and manages performance in accordance with organizational policies, procedures, and performance management processes.

Facilitation and Communication:

• Act as DGF’s operational / business owner and single point of contact, while closely working with CSI/MNC and internal business partners (IMPAT, Finance, etc)
• Ensure SOP’s and work instructions are in place and are maintained current for all products/stations as well as the COIN website.
• Maintaining communications and the management of the overall DGF and / or business and information systems. 
• Develop and maintain intimate knowledge of the customers current and anticipated business practices, forecasts, and processes.
• Develop a capacity plan strategy with either each specific origin station or regional office when necessary (peak season)
• Work through IMPAT and all applicable products and stations in the implementation of services, programs, and special projects including creation of necessary documents (SOP’s, work instructions, scope of work)
• Identify, develop and coordinate appropriate operational and systems support (Business IT, System IT, etc…)
• Engaged to ensure quality procedures are implemented and maintained within DGF.
• Review all operations and information systems to ensure compliance with procedures along with dedicated support team on a regular basis.
• Identify process gaps through quantitative analysis after which formulating and developing corrective action, analysis of gaps to ensure seamless operation provided to the customer.
• Overall owner of performance to ensure the customers requirements and KPI's are met
• Conduct root cause analysis processes and ensure appropriate corrective actions are implemented when service failures occur to prevent further occurrences.
• Recommend improvements and cost savings initiatives for both DGF and the customer. 
• Implement new small business opportunities / projects to ensure that all operational and business requirements are met, depending the on the complexity of the new business / project there will be a be a need to engage the IMPAT team
• Develop and ensure process flows, lane maps, KPI metrics are stored in a central location for easy accessibility of all internal business partners.
• Ensure that all contractual and security requirements are met through the designate KPI’s and operational requirements.
• Provide updates and participate in regular business reviews either monthly and / or quarterly to communicate to the customer any issues and solutions as well as providing updates in project status.
• Understand where the customer supply chain strategy is going and provide input as to where DGF may be of assistance and communicate internally
• Identify process improvements by working with both origin and destination stations on what the can be done to improve transit commitments.
• Assess customer requirements/requests against current scope of services and provide consultative feedback as to assist the customer in attaining the requirements/requests.
• Support special customer projects as needed
• Ensure a proactive and responsive customer service response by internal business partners
• Act as an escalation point from the customer or internal business partners
• Closely monitor accounts receivable as to ensue that the customer / customers freight payment company is adhering to contractual payment terms. 
• Work with the customer to ensure DGF has what is needed from the customer or its supplier to provide seamless logistics services
• Provide proactive problem resolution and escalation to ensure excellence in service milestones to include communications with appropriate external and internal personnel
• Provides input in development of operating plans/budgets. 

Monitoring / Quality:

• Coordinate and monitor all operations and information systems to ensure compliance with data procedures
• Monitor DGF’s information systems to ensure compliance to customers expectations

• Responsible to maintain in depth knowledge of all information systems updates or changes relative to maintaining customer’s supply chain
• Provide first line of user troubleshooting and decisions to escalate to IT operations
• Communicate and coordinate between DGF IT and customers IT group.

• Must be fully trained on appropriate information systems for customer
• [i.e.: SCI, LOGIS, XM, Allogis, etc.]
• Responsible for Exceptions Management for DGF shipments and collaboration on performance Management with applicable resources.
• Manage and monitor transportation and service providers to the customers’ specifications and benchmarks
• Oversee all reporting (daily, weekly, quarterly) for accuracy and timely submission based on customer requirement
•  

Systems Utilized:

• Operating systems:

FMS                                       XM

DHLi                                      RPMs                                    

                                Logis Air                                DOMi

                               LogisOcean                         Alliance                

                                OARS                                 Workflow A/R

• MS Office

                                Excel

                                Word

                        Outlook

                             PowerPoint

Administration and Reporting:

• Maintain contact list for customer(s) / DGF station(s)
• Create and/or run customer specific reports and provide to customer as required or utilize in assigned tasks
• Assist  IMPAT manager with maintenance of  SOP’s, Desk Instructions, Scope of Work, or create and maintain customer SOP’s, rates andSLA’s, if applicable
• Run aging reports/statements in applicable AR system and involve Sales/Business Development and collections to help resolve disputed invoices. 
• Maintain DSO for the customer to the DGF company standards or below.

RCS

Requirements

Training Requirements for Advancement

P3 – P4

• Five years professional experience in strategic sourcing, commodity management, supplier relationship management, logistics or supply chain or management consulting
• Minimum two years managing a Procurement team
• Proficiency with Procurement systems and sourcing tools, Oracle experience desired
• Experience in controlling significant non-merchandise indirect spend
• Risk and financial modeling skills
• Ability to interpret and utilize key financial data
• Demonstrates skill in planning and leading negotiations and working knowledge of structuring and managing supplier contracts
• Excellent planning and prioritization skills with the ability to multitask and maintain by adapting to change
• Ability to travel as required to facilitate collaborative opportunities
• Ability to lead and motivate a staff of professionals
• Ability to interact with all organizational levels and demonstrate a professional presence
• Proficient in MS Office Suite
• Excellent verbal, presentation, and written skills
• Highly motivated, results focused and act with a high sense of urgency
• Highly organized and detail oriented
• Demonstrates a “can-do” approach in being proactive with work assignments
• Experience in a dynamic organization with experience and exposure in advanced sourcing strategies
• Project management experience
• Bachelor’s degree in business administration, supply chain management, or related discipline
• MBA a plus
• CPM or CPIM a plus    
• 1stChoice – DMAIC Training
• DEPICT
• Leadership through a matrix organization
• Advanced  MS Excel / PowerPoint