At DB Schenker, you are part of a global logistics network that connects the world. A network that allows you to shape your career by encouraging you to contribute and truly make a difference. With more than 76,000 colleagues worldwide, we welcome diversity and thrive on individual back-grounds, perspectives and skills. Together as one team, we are Here to move.
Position Description Summary
Reporting to the Operations Manager the successful candidate will maximize the performance of the site by directing the day, week and monthly activities. He/she will provide leadership, motivation, training and development of the workforce, executing against customer requirements, and operational performance.
Ensure customer contract requirements are administered as applicable within the Customer support staff.
Ensure customer initiatives, special processes, data requests are fulfilled consistently, timely and without impact to the daily work processes.
Key contact with customer groups, including development and deployment of new or revised processes to meet customer goals and satisfaction.
Ensure client and company goals and satisfaction.
Ensure client and company initiatives are deployed and requirements fulfilled as requested.
Escalation point for critical customer service issues and resolution.
Manage and develop support staff
Ensure training programs are administered and identify additional training areas for development of staff.
Ensure company policies are communicated, administered and enforced.
Ensure associate performance reviews are completed as required.
Report on key support areas of account performance and develop/implement corrective action plans as necessary.
Manage with operational managers value-added services as required by customer.
Ensure development of department goals/metrics and assist with individual goals, as necessary, to align with company, site and customer objectives.
Participate in on-site management team meetings and account/site/customer committee meetings.
Ensure execution of CIP workshop action plans, projects and best practice sharing.
Ensure all customer support staff processes and process outputs align with and support operational goals and strategies.
Developing SOPs for the department
Knowledge and Skills
Customer service background
Metric development and management
Excellent communication skills
Familiarity with public warehousing and 3PL operations
Experience with WMS
Proficient with Microsoft office
Ability to lead in a fast paced time sensitive environment
Chancengleichheit und selbstbestimmte Teilhabe Schwerbehinderter und Gleichgestellter sowie eine respektvolle Zusammenarbeit sind innerhalb des DB Konzerns fest verankerte Grundsätze. Deshalb werden schwerbehinderte Bewerber bei gleicher Eignung bei bevorzugt berücksichtigt.
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