Customer Implementation Specialist

Customer Implementation Specialist

Would you like to be part of the most international company in the world? A company operating in more than 220 countries worldwide and has been pioneering cross-border express shipping since 1969. Would you like to be part of a business that connects people across the globe and want to make a difference? Then waste no time and join our amazing team at DHL Group. DHL Global Forwarding, Freight (DGFF) is the Group's air, ocean, and road freight specialist. We offer standardized transport as well as highly specialized end-to-end solutions to customers in a wide range of industries globally.

Job Purpose:

To project manage customer implementations and clarify and confirm customer requirements. As well as maintain direct contact with customers and internal stakeholders. Use agreed Global Customer Implementation tools to manage projects. To draft, control standard operating procedures and fact sheets for new and existing customers.

DHL Global Forwarding has an opening Customer Implementation Specialist, Johannesburg, South Africa. Join us in connecting people and improving lives!

In this Customer Implementation Specialist position

• Ensure that all COP’s are completed, implemented and reviewed.
• Arrange implementation call with all stakeholders (Commercial Lead, Operations, Operation Team Leads, CDZ, Finance) to ensure customer requirements are understood
• To ensure that all implementation milestones are being met and managed
• Ensure that all new accounts have a COP.
• Implementation process is followed
• Monitor all issues relating to COP
• Assist the Commercial Team to ensure the COP contains all relevant information and is of an acceptable quality
• To amend / change COP’s as/when required
• Communicate the contents of the COP’s to all stakeholders
• To ensure that all COP’s completed are available in CW1 organization
• To ensure correct information uploaded in CW1 for all new customers signed up i.e., VAT number, Customs Code
• To ensure and rates are shared with the rates Management Team
• To liaise and communicate with various Global Implementation Leads in completing and executing global wins / awards / renewal business through the Global RFQ as well as Country Lead Bid process
• Execute and complete all tasks in Sales360 as required of the in-scope country
• To ensure that the Commercial Team has offered additional services to improve our service i.e. MyDHLi, SVP
• Manage and maintain CIPM Lite
• Set-up weekly Implementation Meetings with Operations where required
• Initiate customer improvement projects where required
• Visiting customers with the Commercial Team as part of the responsibilities for implementation
• Facilitate customer implementation meetings if / when required
• Role includes partaking in FC Training programs for the business whenever new programs And initiatives are rolled out by regional and/global FC
• Also includes leading and driving process improvement initiatives i.e. DMAIC, PEAs - running projects for process improvements in operations and the rest of the business where required
• Partaking in other IRR initiatives and supporting the business e.g, CW, EDM, PD Boards
• Act as Gatekeeper for local RFQ’s – Country Led Bid. Responsibilities include Lessons Learned from previous implementations, check for existing COP and / or Global COP (GCOP), Generate Impact customer profile, prepare Digital Footprint, Obtain Customer Requirements
• Arrange Kick Off calls with countries in scope as Lead Country in the Country Led Bid (RFQ)
• Complete all implementation tasks in Sales360 required of the Lead IMPAT country

Now, here is what we need from you!

• Education: Matric, Business University Degree
• Experience**:** Min 3 -5 years related experience in Business process and implementation
• Freight Forwarding experience.
• Computer Literate – All MS Programs and willing to learn additional computer skills
• Ability to work in a team environment and transfer of knowledge to team members
• Ability to work within time constraints, make own decisions and advise Client of logistics solutions
• Punctuality and time management skills are essential elements of this position
• Ability to work under extreme pressure with minimal supervision
• Ability to communicate effectively on all levels
• Ability to use initiative and be a self-starter
• Creativity and problem-solving capabilities
• Outstanding Customer relationship skills a necessity
• Punctuality and time management skills are essential elements of this position.
• Must have previous freight forwarding experience

We offer:

• Opportunities in a global company where you can contribute your ideas and skills to move towards our shared goals.
• Possible further career development
• Competitive salary

Why join DHL Global Forwarding?

We are part of Deutsche Post DHL, the world’s leading logistics provider with operations in over 220 countries. Visit our career site on the web at https://www.logistics.dhl/us-en/home/careers.html

Our TOP EMPLOYER prestigious certification attests to our best-in-class efforts to attract and retain talent by fostering a positive work environment and encouraging personal and professional development among employees. The development of talented women in our organization will be a focus for us and an important part of our DGF Strategy 2025.

We aspire to become the undisputed leader in our industry, when people think of forwarding; we want them to think DGF because we have:

• The largest global network with more than ~30,000 passionate employees
• The most efficient processes and fastest response times
• The best solutions and best customer service

Our Vision: The Logistics Company for the World.

Our Mission: Excellence. Simply Delivered.

Our Purpose: Connecting People, improving lives.

Our Values: Respect & Results

Our Goals: Employer, Provider, and Investment of Choice, Living Responsibility

DHL Global Forwarding is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.