Role Profile

Organizational Background Information

Role title
Corporate Division
Business Division
Business Unit
Overall Role Purpose

Reports to
Date approved
Role Profiler
(Name/E-mail)

Team Leader Customer Service(FTWZ)

Global Forwarding
DHL Global Forwarding
India CBC
Manage National day to day Clients CFA/Wh Operations for Healthcare
sector by planning and implementing strategies to ensure improvement in
customer service and secondary Transport transit time performance.
Responsible for Deployment of all processes related to Clients CFA
operations and ensure compliance to all agreed KPIs
Regional FTWZ Manager
Amit Dawar

Scope of Role (please specify all scope data)

Revenue of own unit
[year]

Number of countries covered

[year]

No. of FTEs
[Total FTEs in own
area of responsibility]

XXX Million

XX Countries

Sub Function FTE XX

Budget responsibility / Total

cost in m or bn [year]

Expected EBIT of own unit

in m or bn [year]
XXX Million
(EBITA)XX% of Gross Profit
Margin XXX-XX% of revenue

Specific Role context

[brief explanation]
-part of sub-region XXX
- role is key interface
between xx and yy

Total Function FTE

XX
Size of assets under
management in m or
bn [year]
i.e. market size for
S&M roles etc

Direct/Dotted
Line reports
[only first level
of reports into
the role]
Direct: XX
Indirect: XX
Dotted: XX
Other relevant
dimension
Any other
relevant
information that
affects the
importance of
the role

Specific Role Challenges

[brief explanation]
-highly regulated market
- competition initiatives

Accountabilities
Key activities
Customer/Stakeholder
business roles: External
functional roles: Internal

Manager Customer Service(FTWZ)

Escalation point of Contact to manage the

customer solution & relationship on a day-to-day
basis, to include:
Day-to-day operational and service
related interactions (escalation/ review
basis)
Scheduled on-site meetings and
conference calls
Service failure and disruption recovery
Issue escalation and resolution &
approvals
Overall cross-functional solution
coordination
Continuous process improvement
timely distribution of integrated

Overall goals /
Typical
measures

performance MIS reports

Monthly, Quarterly Business Review
coordination and management
Key Performance Indicator management
Support all relevant process and program
documentations
Contract negotiations and renewals
Responsible for DSA and DSO.
Any other task, responsibility assigned by
reporting manager (related to CS activity)
Initiate and manage the development and
implementation of customer specific
enhancements that improve the overall service
performance and profitability of the customer for
DHL. This requires careful cross-functional
coordination of activities and resources
Drive new business opportunities with Value
adds.
Manage scheduled business review meetings
and/or conference calls with Customer to review
delivered performance metrics (KPIs), and initiate
the development (and drive the implementation)
of service improvement and/or cost reduction
initiatives to meet or exceed the performance
targets as agreed with the customer.
Manage customer expectations to align with DHL
capabilities
Manage time critical escalations and control
responses within agreed timelines
Ensure KPI and performance targets are met and
produce necessary corrective and preventive
action decks in a timely manner.
All service performance targets are
achieved/exceeded
All customer satisfaction targets, as set with the
customer, are met including GMP adherence.
Workout solutions at the highest level of
productivity and at the lowest acceptable cost.
Identify, register and escalate service
performance issues to cross-functional partners
in order to coordinate resolution of issues within
agreed timeframes.
Drive contractual entitlement, Service Level
Agreements (SLAs), and agreed operating
procedures to all stakeholders within DHL and the
customer organization.
-

Process

Develop and Deploy KPIs and scorecards on all

assigned accounts
Measure and manage the overall performance of
all functional partners for customers against preagree performance metrics (KPIs) through
performance reports provided by cross-functional
partners.
Develop an integrated performance report by
consolidating the information provided from all
individual service providers to drive a
comprehensive, customer-driven metrics
dashboard.
Identify gap in service capability based on
comprehensive analysis of DHL capabilities
versus customer requirements

People - Management

(Please provide organogram

showing one level below and
above role)

Develop a high performance service culture within

the functional department.
Plan, organize and direct and efficient and effective
functional department.
Develop IKOs/KPIs with team members & peers

Manager Customer Service(FTWZ)

Employee
Satisfaction.
Unplanned
staff turnover.
Employee

and monitor individual performance.

Consult performance appraisal.
Manage the allocation of appropriate resources and
commitment of staff to the achievement of Global,
Regional and Country objectives and targets.
Identify training needs and opportunities to develop
a highly skilled functional department.

development
Employee
accountability
and
performance.

Skills / Qualifications
Key capabilities /
Competencies

Skills

Supply chain knowledge in Pharmaceuticals & their complexities

Systems knowledge for O2C operations (
Communication skills (English), spoken and written
Warehouse Management & Transport Management.
Project Management & Creative thinking
Customer service and Complaint Management.
Managerial and Leadership Quality

Competencies
Making Customers More Successful: Maintain effective relationships
with customers. Develops and delivers high quality / innovative services
or solutions. Focuses on customer needs and gains their commitment.
Gain Management / colleagues support to meet customers needs.
Shaping Direction: Ensures strategies / plans are aligned and reflect
others views. Develops strategies / plans aligned to broaden
organizational strategy. Communicates Strategy
Driving High Performance: Establishes clear, challenging and
achievable objectives. Coordinates efforts and aligns resources to
achieve objectives. Regularly reviews and communicates progress
against objectives and adjusts as needed. Champions continuous
improvement and innovation. Takes responsibility for own decision and
recognize the contribution of others
Developing Others: Provides candid / regular feedback. Supports the
development of others. Inspires others to develop themselves.
Developing Self: Convey a clear sense of personal goals and values.
Actively seeks feedback to improve performance. Develops new skills
and modifies behaviours based on feedback. Takes personal
responsibility for careers and development.

Expected years of experience

(Minimum)
Expected Educational
Qualifications

7-8 years of experience in logistics (preferably CS function)

Graduate

Career / Role development

Expected next roles

Manager Customer Service(FTWZ)