At DHL our business is logistics, but people are our passion. With over 500,000 team members in 220 countries, we attract and retain great talent. We are one of the most innovative, most culturally diverse companies on the planet. We provide unmatched opportunities for personal and professional development. We really are a, “Best Place to Work.”

We are currently seeking a Customer Solutions Coordinator to join our Service Logistics team in Brussels where they will work closely with a team of a Customer Solution Manager and coordinators in managing the most complex Service Logistics solutions for key customer accounts to ensure achievement of performance targets and customer satisfaction ratings. As an expert in this field, you will pro-actively provide continuous improvement suggestions to the customers by analysing existing solutions and identifying & implementing initiatives to enhance the service and solutions delivered.

You will need to be an excellent communicator as you will be supporting internal and external customers with their logistics requirements, liaising with suppliers & vendors providing multiple services and coordinating activities with the team around you to ensure the delivery of the agreed solutions.

Further responsibilities of the Customer Solution Customer will include;

 Key Accountabilities

  • To support the Customer Solution Manager in managing large complex solutions and ensuring that contracted and committed customer key performance indicators (performance & financial) are met.
  • Be the contact person for claim management and claim closure
  • Support on Customer Satisfaction Index (CSI) management, define actions & follow up on actions
  • Support on Change Request (CRF) management, define actions & follow up on actions
  • Support the Complaints handling process ensuring complaints are followed up and closed within committed timeframes
  • Support on Monthly Business Review (MBR)/Quarterly Business Review (QBR) preparation and ensuring that MBR/QBR's with key customers are successful
  • Support on Issue & Action (I&A) log problem solving, performance improvement actions
  • Support on process improvements, continuous improvement & first choice projects
  • Organize and lead cross functional team discussions (ops, finance, IT, commercial) to close claims, change requests, I&A log, process improvement actions
  • Support investigations on loss making customer (LPMC) and P&L improvement initiatives
  • Investigate and support on billing queries
  • Lead cross functional teams in action closing and finding resolutions for a customer

 What do we expect from you?

  • Passion for Logistics
  • Experience working in regional or global teams and organizations (preferred).
  • Ability to multi-task and manage internal and external requests.
  • Ability to work in virtual cross functional teams.
  • Strong negotiation and influencing skills, ability to communicate with demanding customers in escalation mode.
  • Strong commercial & operational acumen.
  • Bachelor or masters degree
  • Customer Management background
  • Excellent PC-skills
  • Excellent Analytical and problem solving skills
  • Fluent in English
  • Experience in working and accomplishing tasks within a cross-functional/matrix type organization

What you'll need to do next?

If you have a proven track record of achievement to match the requirements for this role and you are looking for your next career move, simply apply online ensuring that a full up to date CV is attached with your application.

 We will ensure that all our resourcing activities are fair, transparent and consistent across the Globe. We want to ensure that the candidate experience is of the highest professional standard.  The Company is committed to providing equality of opportunity for all employees. Furthermore, we aim to ensure our workplaces are free from discrimination and that not only employees but also our potential future employees are treated fairly and with dignity and respect. We will ensure that equality of opportunity maintains a high profile in our organization.


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