Executive, Control Tower

Key Accountabilities

External Responsibilities

• Perform the overall RCT role of account management according to the specific customer Control Tower job scope, including order/shipment management, performance management, exception handling, and billing management.
• Liaise with customers to understand detailed business requirements and follow up with necessary optimization based on contractual commitments.
• Monitor transactional business operations and shipment status through KPI supervision, ensuring excellent forwarding service delivery.
• Develop corrective action or improvement plans within DHL controllable limits and communicate with customers as required.
• Participate in customer review meetings by preparing KPI performance reports and operational insights.
• Act as the customer contact for centralized escalation management,...

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