Posted in Management 30+ days ago.
Type: Full-Time
Location: Miami, Florida
What makes DHL great? Our People! We know each employee’s individual contributions make us the #1 Express Delivery and Logistics Company in the world.
DHL Express is committed to maintaining an environment that empowers every team member to make the greatest possible impact on our business. Our corporate culture is about personal commitment – to our business, to each other and to our global communities. DHL is dedicated to being a great place to work. In addition to competitive compensation packages, our employees enjoy a range of programs, services and benefits that bring the best to their personal lives.
Start YOUR career with DHL today…
This position is part of the Americas Cargo division of DHL Aviation – Air Capacity Sales, or “ACS” – which is an organization that sells excess air network capacity to freight forwarders. The ACS group is a high growth unit, with revenue tripling in the last three years to over one billion dollars. ACS is a key contributor to the success of Express, as the ACS proceeds are returned to Express as reduced airline haul costs.
This position is based at MIA and serves as the primary operations interface between ACS and its service providers which include the Express Service Centers, Hubs, NPG, NCG, and the Gateways, as well as other external 3rd party handling and trucking companies. The ACS service organization is a “virtual” organization, so the manager must be comfortable running an operation using internal and external suppliers. The criteria used to evaluate success will be transit performance, capacity utilization, and operational unit costs.
Primary Duties:
Responsible for developing and implementing operating procedures between ACS and the global internal and external service providers, creating the appropriate service level targets, developing and analyzing service delivery performance, developing and leveraging ACS tools and technology, and driving improved performance at reduced unit costs.
Key Responsibilities:
Given that most of the Ops staff is “virtual”, the person in this role will routinely partner with managers, directors, and VP’s outside the ACS organization in order to deliver the ACS service requirements. As such, the candidate must be highly credible, persuasive, and comfortable leading a group of peers
Customer (External):
Regularly interacts with ACS customers, often when the customers are irate. The ability to be calming, compassionate, and action oriented is very important in order to retain customers (some of which produce as much as $30MM / yr) during a service problem.
This role is the primary point of accountability for insuring service integrity is maintained for the $100MM / yr International Americas business.
People Management:
Success in this role is dependent on delivering results using people not under the manager’s direct supervision. As a result, the person in this role must be exceptionally skillful is managing the performance of people.
Process:
Develops and implements the ACS service policies and procedures. Works with DHL Express counterparts and global ACS contacts to establish SOP’s and SLA’s. Responsible for measurement and achieve of service targets. Responsible to implement a data driven approach to driving continuous improvement in service levels.
Skills & Qualifications:
DHL is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic. The EEO is the Law poster is available here: https://www.eeoc.gov/employers/eeo-law-poster
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