Join our “Budapest Team” at DHL Global Forwarding, Freight (DGFF) GSC – Global Service Centre!

Job Title: Manager – Customer Program (Customs)

Job Location: Budapest

 

Are you dynamic and results-oriented with a passion for logistics? Join our high-performing Global Shared Services Team (GSC) at DHL Global Forwarding, Freight (DGFF); a Great Place to Work certified organization and one of the “Top 20 most admired Shared Services Organizations in 2022” by the independent global Shared Services & Outsourcing Network (SSON).

We are the captive Shared Service Provider for DHL Global Forwarding and DHL Freight (DGFF). We are an organization of more than 5,200 colleagues complemented by approximately 500 virtual FTE (i.e., bots applied in process automation). Our colleagues are based across six service delivery centers in Mumbai, Chennai, Chengdu, Manila, Bogota & Budapest. You will interact with people from all over the world and get the chance to a truly international organization.

In this role, you will manage multiple levels of customer interaction and serve as a single point of contact to one or more of DHL Global Forwarding’s large strategic customers with customs brokerage business across multiple countries, with a focus on innovative solutions, business growth, profitability, and customer loyalty.

 

Key Responsibilities:

Governance over the overall delivery and performance of customs services agreed with customer in the Master Service Agreement or Statement of Work Monitor customer’s regional customs activities and DHL Global Forwarding Country customs operations performance Adheres to Global Standard Operation Procedures Manages Regional Report and metrics Prepares QBR Material Participates in QBR by telephone or in person Participates in weekly/monthly conference calls with the customers to discuss performance, challenges, new business Implementation of new business (countries & services) in consultation with Customs regional management and Business Development Utilizes data related to critical Customs activity and exceptions to ensure consistent service delivery Addresses and resolves Customer Complaints Manages the issuance of CAPA – Corrective Action / Preventive Action Maintains a positive rapport with customer, DHL Global Forwarding Country Product Management and Operational Staff, Vendors, and Commercial Team (CSI, KAMs) Participates in monthly calls with country Customs teams to review volumes, performance, challenges Provides regular feedback to customer, country Customs teams, and Customs regional management on performance and business development Engages with country customs teams and management to resolve challenges Works with country customs teams on corrective and preventive action plans

Stakeholder management:

Ensure customer solution implementations against pre-agreed service standards Coordinate implementation of new business customers, and services Work closely with Regional Customs Management in order to effectively roll-out regionally driven projects and initiatives in country and identify areas for service improvement Maintain a strategic relationship with colleagues in operational & commercial roles in over 57 countries Participates in monthly calls with country teams to review volumes, performance, continuous improvement opportunities Monitor customer’s regional customs activities utilizing multiple systems and reporting methods Maintain communication with internal/external/third parties to meet customer expectations Key contact for escalations, addresses and resolves Customer Complaints and manages the issuance of CAPA – Corrective Action / Preventive Action Lead Customer Relationships and Performance Review Meetings remotely or in person Influence and challenge key stakeholders effectively Champion co-operation and partnership to provide integrated solutions to problems Stay up to date with Product Development, Compliance Trends, and Best Practices

Management responsibility:

Individual contributor role. Develop appropriate approach and performance metrics for customer relationship meetings Monitor and sustain the overall performance of the customer program Takes accountability for the overall customer relationship and achieves profitable growth through proactive & strategic thinking  

Required Skills/Abilities:

Customs experience essential. Licensed customs broker if possible. General knowledge of International Trade and Customs Services Excellent English communication (verbal & written) Well acquainted with MS Office, especially Excel and Power Point Excellent interpersonal skills Project Management experience will be beneficial but not essential. Ability to travel (less than 25% of the time) Able to work independently  

Apply now and embark on an exciting journey with us! We offer:

As part of a global company at DHL, and of a continuously growing organization in our GSC Budapest center, you will work in a multinational environment, and have endless opportunities for professional development and career progression. Annual bonus – based on achievable KPIs Extensive cafeteria package Flexible working location:
You may choose to work in home office;
You can enjoy the facilities in our modern office in case you prefer working on-site Laptop, mobile, and technical equipment for home office Travel allowance for MÁV and BKK passes,
and for commuting by car from outside and within Budapest Financial support for special life situations - wedding, child birth, funeral Referral bonus Long service award - starting at 3 years of seniority Extra paid time off for your birthday MAKASZ benefits card and other special employee discounts We are an AYCM sport pass partner Extended medical check Group insurance Gaming room and massage chair in the office, if you need to switch off during your break time Regular company events in the form of yearly company days, team buildings, family day, CSR actions Wellbeing initiatives supporting the work-life balance and the physical and mental health of our colleagues Personalized learning & career platform for your professional development to help you achieve your next career goal with us!

 Other information you may need to know -

Our DHL Building is located at BUD International Airport. We work from 8:00 to 17:00, with 1 hour lunch break. As an agent working closely with stations located in other European countries, you may be required to work on Hungarian national holidays – for which you will be compensated in accordance with the Hungarian Labor Code.  

What’s Next?

After submitting your application, we try to review your CV as soon as possible. If we find you would be a good fit for one of the open positions, we will contact you shortly by phone. Since we have global centralized recruiting team, you may receive call from outside of Hungary. First you will be invited for a 30-minutes Teams interview, and if both you and team manager think it’s a match, then we would like to meet you in person in our office. After a successful personal interview, you will receive an official letter of intent, and after your written acceptance it is time for us to prepare for your onboarding. We can’t wait to welcome you to our team!

 

By joining one of the world's leading logistics companies, you have a chance to explore a wide range of interesting job challenges and opportunities across our GSC service lines and in our different divisions around the globe.