Global Customer Support Manager

Position Description Summary: Responsible for developing customized value-added services that are not currently best delivered through other company resources, systems, or people which will ultimately produce added profit and revenue for company and its customers. Principal Accountabilities (The following is intended to describe the general nature and level of work being performed. It is not an exhaustive list of all expectations.): • Improve sales support process for greater productivity, quality, and customer retention • Create and implement strategic customer support plan • Systematize and integrate current processes to facilitate margin growth • Partner with customers to achieve mutually acceptable alternative solutions to customer issues The individual in this position must be capable of performing all of the essential functions with or without a reasonable accommodation.

Knowledge and Skills (The following minimum requirements are normal guidelines and should not constrain the advancement of otherwise qualified personnel): This is a management position. Exceptional interpersonal, analytical, problem-solving, and communication skills required. Bachelor’s degree or equivalent required. Generally prefer 2-4 years of related supervisory or management experience. Core Competencies: Building Effective Teams Sets and communicates goals and assigns work based upon individual strengths and contributions. Sets an example of collaboration, encourages dialogues and differences, celebrates success of team and provides recognition. Builds trust and measures results. Business Acumen Understands business and commerce and relates to the organization's market and strategy. Is conversant with trends in industry, technology and competition and understands positioning and tactics in the marketplace. Customer Focus Develops and maintains mutually respectful and trusting relationships with internal and external customers and concentrates on always meeting or exceeding their expectations. Uses customer information and feedback to continuously evolve and improve products and services. Always acts, plans and executes with the customer needs in the forefront. Drive for Results Clearly sees goals and objectives and manages efforts effectively to achieve them. Able to overcome barriers and to keep self and others focused. Bottom line driven and is consistently a top performer. Innovation Management Has a comprehensive understanding of the marketplace for innovation and solid judgment about the potential for creative ideas and suggestions. Actively fosters creativity, conducts effective brainstorming and promotes creative or innovative solutions within the organization. Negotiating Demonstrates diplomacy as well as being direct and forceful, has the ability to gain concessions without damaging long term relationships or dialogue. Negotiates skillfully with internal and external groups by listening and demonstrating commitment and integrity, resulting in gained trust and credibility. Organizational Agility Understands and personifies the culture of the organization recognizing the formal and informal channels and networks that drive relationships and progress. Knows how to make things happen and get things done while showing respect and support for policies, procedures, practices and objectives. Planning Able to anticipate the scope and complexity of situations or deliverables and effectively evaluates and breaks down work, develops process and controls, assigns work and schedules resources accordingly. Is prepared and expects barriers, challenges, uncontrollable variables and adjust plans accordingly, measuring results. Presentation Skills Is able to command and engage a group in a variety of settings, while being well prepared and effectively presents the material. Creates and manages the group dynamic and is able to amend presentation strategy when it is not accomplishing the intended goal. Strategic Agility Sees future trends and consequences clearly based upon experience that reflects breadth and depth. Is constantly processing information and data with a view to the future. Is able to articulate strategic vision to educate colleagues or superiors and stakeholders and is able to translate into tactical reality.

Benefity:

At DB Schenker, you are part of a global logistics network that connects the world. A network that allows you to shape your career by encouraging you to contribute and truly make a difference. With more than 76,000 colleagues worldwide, we welcome diversity and thrive on individual backgrounds, perspectives and skills. Together as one team, we are Here to move.

Equal Opportunity Employer–minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity