Electronic Shipping Solution/CFIT Manager – Central Africa, Responsable Solution d’Expédition Electronique/CFIT – Afrique Centrale, Cameroon, Deutsche Post DHL

Role Responsibilities/ Responsabilités du rôle

Overall Role Purpose

Carry out Hardware and Electronic Shipping Solutions software installations at customer sites & DHL Service points and Implant offices, run tests and ensure the setup is as per global standards and user base are satisfied with the service provided.

Impart user training and provide first level technical support to customers on Electronic Shipping Solutions applications.

Respond with the appropriate degree of urgency to problems and requests from the Service Desk for customer support.

Accompany the sales team during customer visits and support them with technical proficiencies.

Maintain and manage the Hardware Inventory and Software version compliance as per EGAP guidelines.

Carry out vendor management and measure customer support SLA commitments.

Provide post production support, On call for Emergencies

Specific Role challenges

Ensure timely roll-out of the latest deployable version of Electronic Shipping Solutions applications across the customer base.

On-time and quality data transmission and data availability in DHL backend systems.

Ensure timely resolution of reported issues.

Monitor the SLA and GOS performance of the Electronic Shipping Solutions support desk.

Overall goals / Typical measures

Provide input to core sales strategy including sales forecast, budget and manpower plans considering business strategy, financial objectives, Group guidelines and policies

Develop plans for the region, to generate leads, manage accounts and close sales through a field sales team

Scan market, apply market intelligence, identify and contact prospective customers and build relationships to generate future sales and repeat business

Evaluate customer’s business and requirements, and recommend appropriate products/ service

Through the HOS structure and country commercial heads Develop and deliver major sales bids, presentations, proposals and conduct product demonstrations to major customers

Pursue major prospects and lead negotiations and construct appropriate terms of sale

Direct Lead implementation planning with Marketing and smooth execution of marketing campaigns supporting customer acquisition and retention programs

Collaborate and resolve issues with various internal teams such as sales, marketing, operations and service management for resolving customer issues, enhancing sales development and customer retention

Assist core sales representatives in securing critical sales in key or complex accounts

Through the HOS Develop markets, set goals and maintain records for the core sales teams

Identify underperforming area of the business that may not be clear in own area of authority and modify work accordingly

Direct and supervise HOS, Commercial Heads and Key Stakeholders team for achievement of goals by assigning work, timelines, reviewing output and managing performance

Recruit, motivate, develop and coach team members in conjunction with the HOS

Accountabilities

Key activities

Customer

business roles: External

functional roles: Internal

Build strong relationships and support the regional teams with visits to each of HOS top 20 customers

Map and coordinate buying clock of top regional prospect opportunities, and support closure through cross functional coordination at a senior level

Stakeholder

business roles: Internal

functional roles: External

Communicate and influence senior business leaders outside of own job area to accept practices and approaches

Develop strong, trusting relationships with senior business leaders across DPDHL

Cooperate with and coordinate 3rd parties e.g. external service providers

May lead negotiations

Process

To maintain all Electronic Shipping Solutions Services and deployed hardware are at agreed operational performance levels.

To resolve problems either through personal action or by organising resolution through the ITSC Helpdesk or a third party vendor.

Ensure all new Electronic Shipping Solutions applications and/or new releases which are tested and signed-off are rolled out in a timely manner.

To ensure the functionality and accessibility of all shared peripherals such as printers, plotters, scanners, etc.

Deploy and commission new workstations including installation of relevant OS and software to handle increasing business needs and an expanding user base within a customer premise.

Ensure all requests and issues are logged in the Service Desk and Global change control policies are followed.

Maintaining asset management, security policies and agreed standard operating environment

Finance

People – Management

Able to communicate well with people on all levels, different backgrounds and cultures.

Develop and maintain good working relationship with fellow colleagues, internal and external customers.

Monitor the Service Level Agreements, Grade of Service performance including monitoring abandoned call rate in relation to the Electronic Shipping Solutions support desk

Key capabilities

Experience in implementing and supporting Electronic Shipping Solutions applications or projects.

Customer and end-user focused.

Strong technical skills.

Creative problem solving skills and an ability to work conceptually.

Able to achieve results through influencing others.

Good communications skills

Staff Supervisory skills

Functional experience

(Minimum)

5 years of experience in a technical role or Electronic Shipping Solutions / IT related field.

Geographic experience

(Minimum)

Preferred African Experience across multiple countries

Expected Educational/ Qualifications/ Certification Requirements

A diploma or degree in Computer Science or related field.

Language Requirements

Fluent in English

Postuler (Apply for the job) sur son site Internet: https://careers.dhl.com/global/en/job/DPDHGLOBAL2200B55EXTERNALENGLOBAL/Electronic-Shipping-Solution-CFIT-Manager-Central-Africa

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