Manager - DSC Fulfilment

Join our Business Support team at DHL Global Forwarding, Freight (DGFF) GSC – Global Service Centre!

Job Title: Manager - DSC Fulfilment   

RCS Grade: K

Job Location: DHL Global Forwarding, Freight (DGFF) GSC, India (Mumbai)

As a Manager with Business Support Service Line at DHL Global Forwarding Freight (DGFF) Global Service Center (GSC), you will be operating for fulfillment support, responsible to bring efficiency in operations using first choice tools, and other lean methods, along with it handle regular queries for external business customers, warehouses, carriers and IT. Collaborate closely with each stakeholder for smooth operations.

IN THIS JOB YOU WILL:

• Managing & coordinating with customers directly without the support of Client success manager.
• Checking site/warehouse performance and leading the Bi-weekly, monthly meetings with sites.
• Scheduling status calls to discuss Performance, Customer Service, Volumes, new products, Forecast related topics with the site/warehouse
• Sharing monthly logistics and transport performance on an email with the customers
• Managing JIRA tickets and escalations with carriers for Claims and DFN related issues
• Support business customers with their day-to-day operation queries, technical queries, in timely manner
• Assist warehouse colleagues with operation, technical queries to ensure uninterrupted operations.
• Understand customer specific offerings & workflow, and monitor the entire cycle and workflow to ensure uninterrupted service (Inbound to Last mile delivery)
• Proactively share any incidences/potential risk with the management team
• Monitor the inventory levels, keep updating the relevant stakeholders.
• Assist the warehouse in Stock take activities and audits.
• Collaborate with customer supply chain team, warehouse team, fulfillment management to drive improvement and enhance customer service experience.
• Prepare reports, run analysis for fulfillment customers and management team.
• Be thorough with documentation and should have a sound knowledge of Claims Process
• Support new implementations, customers or new features in the testing environment
• Collaborate closely with IT team for technical issues or enhancement deployments.
• Identify technology gaps in the process and portals and share the observations with relevant teams.
• Show strong initiative, attention to detail, and should have the ability to interpret and resolve problems.
• Have to provide valuable insights, by running market research, to your team members and Business Partners.
• Have to acquire new and modify existing knowledge to support a changing marketplace and workforce.
• Have to implement plans with the purpose of achieving short- and long-term goals.
• Exhibit individual control over day-to-day responsibilities and also work collaboratively with other Business units to accomplish encouraging results.

YOU HAVE THE FOLLOWING QUALITIES AND QUALIFICATIONS:

• Graduate (Bachelor’s degree from a recognized University in any discipline)
• Minimum 4 years of experience.
• Experience in managing customer accounts.
• Experience in fulfillment operations an added advantage.
• Must have warehousing/fulfillment center back-end support, customer service experience.
• Must have a basic understanding of the IT infrastructure for ecommerce.
• Good communication skills verbal/written.
• Good with MS office (Excel, word, PowerPoint).
• Good reporting, and analytical skills.

Job Location: Mumbai

The Freight Forwarding experts since 1815, DHL Global Forwarding, Freight (DGFF) is part of Deutsche Post DHL Group with presence in more than 100 countries. As the Global Service Center (GSC) of DGFF, we offer a wide range of captive shared services across the globe with the strength of our people & technology.

GSC has experienced, diverse, and passionate teams that value adds to DGFF partners through our expertise in process and service management, and robotics, AI/ML delivery capabilities. We operate out of five locations - Mumbai, Chennai, Chengdu, Manila, and Bogota.

We are recognized as Global Top Employer. Through our people-first culture, we help our employees realize their full potential with our GSC’s in-house learning and developmental arm - GSC Academy. We endeavor to provide our employees with a holistic all round development and an elevated learning curve that fosters their career progression.

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