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Senior Key Account Executive

4 months ago

Ho Chi Minh City, Vietnam DHL Full time

**About us**:
DHL Supply Chain, part of the DHL Group, is the world’s leading logistics provider. Combining management and value-added services with our customized, integrated logistics solutions drives resilience, efficiency, improves quality and creates competitive advantage.

**Responsibilities**:
Key Accountabilities:

- Knows commercial agreement inside out and fully understands DSC’s and customer’s duties & rights.
- Diligently coordinates DSC internal commercial process related to his/her accounts. Ensures timely and accurate data entry into systems and tools required for above processes
- Ensures customer is billed accurately, completely, and on time for the consumed services; follows up with customer for outstanding payments

Towards Customer
- Do data analysis for commercial negotiations based on internally aligned positions
- Balances needs of the customer with needs of our operations by facilitating mutual solutions.
- Ensure internal O2D process in managing accounts
- Follow up the results of CXM survey and agrees mutual action plans that address their feedback.
- Knows commercial agreement inside out and fully understands DSC’s and customer’s duties & rights.
- Ensures customer is billed accurately, completely, and on time for the consumed services; follows up with customer for outstanding payments.
Equally towards Customer & DSC
- Balances needs of the customer with needs of our operations by facilitating mutual solutions.
- Investigates validity of customer claims and manages internal approval and customer communication process

Towards DSC (P&L Owner, Operations, Finance, etc.)
- Works closely with the Operations leader for her/ his account and trusts them to deliver the KPIs. But tracks operational performance to jump in when customer satisfaction is at risk; and escalates decisively if and when required
- Participates in regular internal Performance Management Reviews
- Owns any New and Renewal opportunities with this account and coordinates the required pursuit team
- Ensures SOPs are fit to deliver on customer requirements and kept up to dateCoordinates regular interaction between DSC internal parties to drive Continuous Improvement, based on own initiative or CXM feedback

People - Management
- Is the 'glue' between customer, operations and the wider DSC business.
- Communicate and build rapport with diverse group of people - operations leaders and operatives / senior customers / DSC P&L owners
- Is a role model for the principles of Customer Centricity

**Requirements**:

- University degree or equivalent education
- 2-5 years of relevant experience in contract logistics/supply chain industry

Functional Experience and Key Skills:

- Commercial acumen
- Logical thinking
- Empathy - being able to identify and understand a stakeholder or customer's situation, feelings and motivations
- Resilience/ Confidence - being able to stand one's ground when dealing with tough/ highly demanding stakeholders
- Communication, facilitation and presentation skills
- Willingness to learn about Operations if unexperienced in that area
- Fluent in English