Provide applicable education and training to Customer (IT Tools/ systems/ regulatory information).
Assess financial trends to develop sales actions and to help facilitate implementation of additional business for RSM.
#Invoicing jobs from home update
Serve as primary contact related to incident management and support and coordinate, follow up and proactively update customers on complaints logged (across all functions) assign relevant tasks to Customer Service Specialists (CSS) or Tier 2 Customer Service Representatives (CSR). Utilize Lean and/or Six Sigma (First Choice) tools to diagnose root cause of performance issues and create actionable plans for continuous improvements to meet customer key performance metrics. Identify cost savings, service quality and process improvement opportunities and initiate and manage projects for customer portfolio resulting in growth of customer spend and retention. 
Conduct deep dive analysis on issues affecting customer performance and provide the Voice of the Customer as an input into product development and process improvement. Facilitate Monthly Business Reviews (MBR) and/or Quarterly Business Reviews (QBR) preparations and participate (on site, if required). Review weekly and monthly delivery performance data to identify issues or improvement opportunities for customer portfolio. Deploy account strategy and tactical plans for customer portfolio, aligning with the Regional Sales Manager (RSM). The CRM I utilizes customer feedback, financial and delivery performance results to initiate and manage process improvement projects utilizing Lean and/or Six Sigma tools (First Choice) to ensure a positive and effortless customer experience.ĮSSENTIAL DUTIES AND JOB RESPONSIBILITIES: The role serves as the primary contact for key customers develops strong relationships and drives big initiatives to improve their experience. Customer’s annual revenue in the assigned portfolio will be $1M+. The Customer Relationship Manager I (CRM I) leads all aspects of DHL eCommerce USA’s retention and service strategy for an assigned customer portfolio.
0 kommentar(er)
