Customer Experience Analyst

We are DHL Supply Chain, the world's leading contract logistics provider. We exist to connect people and improve their lives. Through global trade, we influence and change the lives of billions of people. And we are conscious of our responsibility for the world we live in.

DHL Supply Chain is part of the Supply Chain division of Deutsche Post DHL Group (DAX: DPW), representing approximately € 66,716 million in annual revenue in 2020. With a global network of more than 168,000 dedicated employees in more than 50 countries and territories, DHL Supply Chain creates competitive advantage for our customers by delivering exceptional operational service and innovative solutions across the supply chain.

We are deeply committed to delivering an outstanding customer experience - in everything we do. We create value for our customers through a customer centric approach. Using our full breadth of capabilities, including data-driven insights, to anticipate customer needs, we delight our customers and achieve success together. Our passionate team connects to provide innovative logistics solutions that deliver today and define tomorrow.

The DHL Supply Chain Customer Experience team is made up of diverse and talented individuals focused on delighting our customers. With the customer always in mind, we collaborate with Business Development and Operations to ensure we deliver our customers' expectations and help them achieve their strategic ambitions. Our unique approach blends customer satisfaction data and joint business planning to retain and organically grow with our customers.

You are passionate about problem solving and see challenges as opportunities. You are intellectually curious, always seeking new and better ways to do things. And above all, you are eager to put your fingerprints on your team's and your customers' success. We're looking to grow our team with someone who

• has a mind for both technology and business, and knows how to translate customer needs into tangible solutions
• can flex both creative and exceptional analytical thinking skills, and support a continuous improvement mindset with data-driven decision making
• is a clear and effective communicator, comfortable with partnering with multiple stakeholders across varying levels of seniority, function, and geography
• is action-oriented, demonstrates attention to detail, and is consistent in delivering reliable results in a fast-paced environment
• knows how to balance a high-level of independence with contributing to the collective effort of the team
• learns quickly and actively seeks opportunities for growth

As part of the Customer Experience team, you will be contributing to the success of our sales teams. You will help sales leadership find solutions to concrete business problems and identify new strategic application areas for data analytics and systems optimization.

Key Responsibilities:

• Support all Customer Centricity programs which encompass customer experience, account management and joint business planning
• Support reporting needs utilizing our customer satisfaction platform and account management information, as well as data visualization tools such as Microsoft PowerBI
• Deliver data analytics to support joint business planning and increase customer satisfaction
• Support the Customer Experience team by training and connecting the Business Development and Operations community on our Voice of the Customer initiatives
• Act as single point of interaction to best-practice guidance; maintain regular communication and sharing of best practices and user stories
• Provide ongoing training and deliver continuing education initiatives to the Business Development and Operations community related to customer satisfaction systems functionality and process workflow
• Ensure customer satisfaction system capabilities and processes are optimized to support business goals and drivers by translating business process needs into systems solutions

Qualifications

• Undergraduate degree in Business, Engineering, Supply Chain or related field.
• 0-4 years of experience with real supply chain issues for company(s) in one of our sectors and/or logistics industry-either full-time or internship

Our Organization has a business casual environment and focuses on teamwork, associate development, training, and continuous improvement. We offer competitive wages, excellent affordable insurance benefits (including health, dental, vision and life), 401K plan, paid vacation and holidays.

Our Organization is an equal opportunity employer.