Customer Manager

DHL Group; Muscat; On-site; OMR 12,000 - 24,000; Full time

Benefits offered by this job

Competitive salary

Global company with international exp.

Job summary

DHL Group in Muscat, Oman, seeks a Customer Manager to shape and execute the country’s customer service strategy within the DHL Group's international network. The role focuses on leading cross-functional initiatives and ensuring delivery of operational plans and budgets to achieve defined results.

You will monitor performance, drive best-in-class service, and collaborate with marketing and sales to align customer service with business goals, while protecting relationships and reputation.

Qualifications

• Bachelor’s Degree or equivalent experience/qualification
• More than 6 years of work experience

Responsibilities

• Contribute to development of customer service strategy in line with country level strategy, business objectives, guidelines and policies
• Draft and ensure delivery of operational plans, measures and budgets to achieve defined results
• Ensure high impact customer service initiatives and activities across the defined geographic / business area
• Monitor cost and effectiveness of initiatives to prioritize spending and resource allocation
• Share customer service related input for business decisions and programs
• Design customer service programs, processes and policies to meet business objectives and protect customer relationships and public reputation
• Ensure implementation of systems, standards, targets and customer feedback mechanisms to monitor customer service performance
• Monitor customer service inquiries, coordinate and resolve escalated customer complaints/ issues
• Encourage use of global/ regional customer service technologies and processes
• Implement best in class customer service management practices and knowledge sharing
• Cooperate with senior executives, particularly in marketing and sales to integrate customer service strategies and initiatives and align with business objectives

Skills

People management

Strategic thinking

Stakeholder engagement

Education

Bachelor’s degree or equivalent

Job description

Customer Manager

Would you like to be part of the most international company in the world? A company operating in more than 220 countries worldwide and has been pioneering cross-border express shipping since 1969. Would you like to be part of a business that connects people across the globe and want to make a difference? Then waste no time and join our amazing team at DHL Group. DHL Global Forwarding, Freight (DGFF) is the Group's air, ocean, and road freight specialist. We offer standardized transport as well as highly specialized end-to-end solutions to customers in a wide range of industries globally.

DHL Global Forwarding has an opening for a Customer Manager in Muscat, Oman.

Join us in connecting people and improving lives!

In this Customer Manager position

• Contribute to development of customer service strategy in line with country level strategy, business objectives, guidelines and policies
• Draft and ensure delivery of operational plans, measures and budgets to achieve defined results
• Ensure high impact customer service initiatives and activities across the defined geographic / business area
• Monitor cost and effectiveness of initiatives to prioritize spending and resource allocation
• Share customer service related input for business decisions and programs
• Design customer service programs, processes and policies to meet business objectives and protect customer relationships and public reputation
• Ensure implementation of systems, standards, targets and customer feedback mechanisms to monitor customer service performance
• Monitor customer service inquiries, coordinate and resolve escalated customer complaints/ issues
• Encourage use of global/ regional customer service technologies and processes
• Implement best in class customer service management practices and knowledge sharing
• Cooperate with senior executives, particularly in marketing and sales to integrate customer service strategies and initiatives and align with business objectives

Now, here is what we need from you!

• Bachelor’s Degree or equivalent experience/qualification
• More than 6 years of work experience

We offer:

• Opportunities in a global company where you can contribute your ideas and skills to move towards our shared goals.
• Possible further career development
• Competitive salary

Why join DHL Global Forwarding?

We are part of DHL Group, the world’s leading logistics provider with operations in over 220 countries.

OurTOP EMPLOYER prestigious certificationattests to our best-in-class efforts to attract and retain talent by fostering a positive work environment and encouraging personal and professional development among employees.The development of talented women in our organization is an ongoing key focus area.

We aspire to become the undisputed leader in our industry, when people think of forwarding; we want them to think DGF because we have:

• Thelargest global networkwith more than 30,000 passionate employees
• The mostefficient processesandfastest response times
• Thebest solutionsandbest customer service

Our Vision: The Logistics Company for the World.

Our Mission: Excellence. Simply Delivered.
Our Purpose: Connecting People, improving lives.
Our Values: Respect & Results
Our Goals: Employer, Provider, and Investment of Choice, Living Responsibility

DHL Global Forwarding 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, and other legally protected characteristics.