Customer Implementation Specialist

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