Responsibilities:
- Act as the focal point between customer, operations and the wider DSC business
- Main point of contact for customers on topics of strategic and tactical relevance, especially for commercial and important operations matters
- Balance needs of the customer with needs of our operations by facilitating mutual solutions
- Manage and resolve potential resulting concerns from the customer
- Champion the overall Customer Centricity agenda to drive actions that go beyond just responding to customer satisfaction scores and measurements
- Drive Net Growth with existing customer
- Build extensive coach network in customer’s organization, gain access to decision makers and spread the word on the value we have delivered
- Be familiar with the commercial agreement and fully understand DSC’s and customer’s duties & rights. Lead related commercial negotiations based on internally aligned positions
- Diligently coordinate DSC internal commercial process related to his/her accounts, Ensures timely and accurate data entry into systems and tools required for above processes, e.g., Salesforce.com.
- Trust Operations to deliver the KPIs, but track performance and jump in when customer satisfaction is at risk
Requirements:
- Minimum 5-8 years of Contract Logistics experience preferred but not mandatory
- Commercial acumen and experience in a client-facing role
- Ability to identify and understand a stakeholder or customer's situation, feelings and motivation
- Ability to stand one's ground when dealing with tough/highly demanding stakeholders
- Exceptional communication, facilitation and presentation skills at all levels
- Operational/Solution Design/Consulting experience that involved facing customers is an added advantage
- Willingness to learn about Operations in Contract Logistics if unexperienced
