Key Accounts Supervisor

8 hours ago


Auckland City, New Zealand DHL Full time

**YOU TACKLE FOR QUALITY AND GREAT SERVICE. THIS WILL IMPROVE THE LIFE OF OUR CUSTOMERS.**

Leading and managing a team of Key Account Advisors to ensure that they deliver best-in-class service to DHL Express’s top customers.

We have an exciting opportunity for a Key Accounts Supervisor to join our team in Auckland.

TASKS AND RESPONSIBILITIES:

- Reporting to the Key Accounts and Customer Care Manager you will implement and ensure adherence to approved Service Level Agreements
- Communicate and implement the approved procedures for handling and resolving queries in accordance with DHL policies and country-specific requirements.
- 50% of time spent coaching - Scheduled, side-by-side, ad-hoc.
- Handle escalations and assist in issue resolution with customers both internal & external.
- Ensure the team is adequately resourced by assisting with recruitment, training and retaining the right people
- Ensure global service excellence through periodic monitoring, analyzing and reporting on individual and team productivity, trace performance, and quality targets
- Review the roster of staff to ensure optimal resource utilization and productivity.
- Establish and maintain excellent relationships with all stakeholders and colleagues through effective networking and the development of high-value relationships
- Identify customers’ evolving expectations and emerging needs and incorporate them in the Key Accounts servicing.
- Ensure compliance with company policies, including health and safety standards.
- Work closely with the commercial group ensuring full pro-actively support as per customer and DHL requirements are being met.
- Continuously build a dedicated, customer-centric and passionate team that aligns with our values, vision and strategy
- Undertakes any other related tasks or responsibilities as reasonably directed or required.


QUALIFICATIONS & EXPERIENCE:

- At least 2 years of leadership experience managing a high-performing customer service team
- Strong communicator (verbal and written), with excellent attention to detail
- Proven leadership and coaching skills with the ability to motivate others
- Problem-solving expertise and a solutions-focused mindset
- Must be confident on the phone and have great phone manner
- Good reporting ability with excellent organizational skills
- A professional, personable approach with the ability to build good relationships

OUR OFFER:
- Strong career support in an international environment.- Great culture and colleagues.- Multifarious benefit programm.



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