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Operational Account Manager

1 month ago

Budapest, Budapest, Hungary DHL Supply Chain Mo. Kft. Full time
Job Title: LLP Operational Account Manager

At DHL Supply Chain, we are committed to delivering exceptional quality and making our customers successful. As an LLP Operational Account Manager, you will play a crucial role in ensuring that our customers receive the best possible service in the Africa region.

Key Responsibilities:
  • Manage complex Service Logistics Solutions for customers in the Africa region to meet contracted performance targets and ensure service providers follow agreed Service Level Agreements (SLAs).
  • Proactively provide continuous improvement suggestions to customers by analyzing existing solutions and identifying service and solution enhancement initiatives.
  • Be the single point of contact for customers for Africa 3PL (Warehouse, Carrier) related topics and the first level of escalation point for customer complaints regarding supplier performance or supplier issues.
  • Drive customer satisfaction (CSI) to continuously increasing levels, working on solutions and improvement initiatives with customers.
  • Ensure service providers follow agreed processes included in Warehousing and Transport Service Level Agreements (SLAs).
  • Support the implementation and manage customer solutions from an operational perspective.
  • Ensure committed customer key performance and financial indicators are met by service providers.
  • Create and manage Africa-related measurements and KPI reporting.
  • Manage and prepare scheduled executive business review meetings (Monthly Business Reviews /MBR/ & Quarterly Business Reviews /QBR/) with suppliers and customers.
  • Responsible for Issue & Action (I&A) log, drive customer and supplier calls.
  • Manage the LLP change request (HCR) process with customers and internally.
  • Cooperate with all supply chain internal and external stakeholders (Customer, Warehouse, Carrier, Brokers, End Customer).
  • Identify and drive improvement and cost-saving initiatives and be a trusted advisor to customers.
  • Support RFQ process from an operational perspective.
  • Mentor Control Tower Logistics Coordinators in demand, provide expectations, and support their development for country/cluster/region specifics.
Requirements:
  • 3-5 years of experience in supplier-carrier management.
  • University degree.
  • Fluency in English.
  • Airfreight experience is a must.
  • Africa-specific knowledge/experience is a great advantage.
  • Nice to have Medical/Pharma supply chain sector experience.
  • Nice to have Experience in Data Analytics (Power BI).