Executive - Service Logistics

About Us:

DHL Supply Chain India is a leading provider of integrated logistics solutions, specializing in warehousing, distribution, and supply chain management. With over 100+ facilities and 15,000+ employees nationwide, we excel in sectors like e-commerce, consumer goods, life sciences, and technology. Recognized as a Great Place to Work, we prioritize employee engagement and development. We are committed to a safe work environment, promoting Behaviour Based Safety (BBS) practices, injury prevention, and compliance with safety regulations, ensuring that safety is everyone's responsibility. We embrace an equal opportunity workplace, fostering diversity and inclusion for all employees. Join us in shaping the future of logistics and discover limitless growth opportunities!

Job Scope:

We are seeking a proactive and analytical individual to support performance reporting and process improvement initiatives. This role involves identifying trends and issues through data analysis, recommending solutions, and driving continuous improvement by enhancing existing services and processes. You will collaborate closely with the Operations Team to manage the introduction of new processes and improvements to current workflows.

Key responsibilities include ensuring timely and accurate distribution of performance reports to customers and overseeing performance reporting across programs. Strong communication skills are essential, and fluency in Kannada or Tamil is required.

Key Responsibilities:

• Ensure the timely distribution of performance reports to specific regional/global customers and regional/global Business unit management.
• Manage, on behalf of the Program Management Organization, analysis and reporting for programs in such a way that all service performance targets are successfully supported.
• Reporting and analysis are provided at the highest level of productivity and the lowest acceptable cost to the customer and DHL.
• Provide analysis and reporting support for assigned accounts.
• Provide ad hoc reporting and analysis as assigned.
• Identify Performance trends and hotspots.
• Develop and produce on behalf of the customers’ commercial owner an integrated performance report by consolidating the performance reports of all individual service providers, that contribute to the integrated logistics solution.
• Support and coordinate QBR with Customers.
• KPI Indicators
• Corrective Actions and Trends
• Score Card Preparation for QBR
• Corrective Action for Score Card Gaps
• System Solutions Management
• Scoping of new business/ops requirements as an input for systems team
• Prioritize System Development in line with customer requirements
• Change Management Control
• Billing & DSO Management
• Develop and Deploy KPIs and scorecards on all assigned accounts
• Measure and manage the overall performance of all functional partners for customers against pre-agree performance metrics (KPIs) through performance reports provided by cross-functional partners.
• Develop an integrated performance report by consolidating the information provided from all individual service providers to drive a comprehensive, customer-driven metrics dashboard.
• Identify gap in service capability based on comprehensive analysis of DHL capabilities versus Customer requirements
• Communicate and drive contractual entitlement, Service Level Agreements (SLA’s), and agreed operating procedures to all stakeholders within DHL and the customer organization, as documented in agreed operating plans per function.

Skills and Competencies:

• Proven experience in a Customer Service Team Leader or similar customer-facing role, preferably servicing key or strategic accounts

• Strong knowledge of warehousing and transportation operations, including hands-on experience with WMS and TMS systems

• Deep understanding of customer needs and customer service processes

• Excellent analytical, problem-solving, and decision-making skills

• Demonstrated project management capabilities

• Self-motivated with a proactive and independent working style

• Exceptional communication, presentation, and negotiation skills

• Fluent in English (both verbal and written); additional regional languages (e.g., Kannada, Tamil) are a plus