Job Role: Expert – Business Support / Customer Implementation Expert
DHL Global Forwarding (GSC) manages the flow of goods and information across a customer's global supply chain utilizing air/ocean/ground transportation, customs brokerage services, and dedicated warehousing/distribution centers. We are part of Deutsche Post DHL, the world’s leading logistics provider with operations in over 220 countries.
We have an exciting opportunity for a “Customer Implementation Expert” to implement business gained and retained from our customers. The primary objective is successful onboarding of business timely and in a qualitative way.
Key Responsibilities:
- Project Intake & Pre-Sales Engagement
- Participate in Bid Team Handover Calls to gather critical information required for effective project planning and implementation readiness.
- Serve as a Gatekeeper in the pre-bid stage, ensuring customer requirements are aligned with DGF’s global standard processes and capabilities.
- Collaborate with internal stakeholders to assess feasibility, secure required approvals, and flag any compliance or service-level risks early in the process.
- Training & Team Support
- Provide training, mentorship, and ongoing support to implementation team members to ensure consistent application of DGF’s global onboarding standards and best practices.
- Act as a subject matter expert (SME), helping to build team capability and resolve operational challenges across active projects.
- Governance & Quality Control
- Review and validate implementation document created by team members before rollout to ensure internal alignment, process integrity, and cross-functional readiness.
- Ensure high-quality project delivery by reinforcing implementation governance, driving best practices, and championing continuous improvement.
- Manage successful onboarding of large and complex global customers for new and existing business.
- Implement business based on customer requirements, considering what was sold to the customer.
- Ensure all customer requirements are fully understood, are documented, and can be fulfilled by DGF.
- Support Sales organization to define a proper onboarding plan to meet customer expectations within the expected timeframe and quality.
- Engage with stations in the DGF network to ensure onboarding requirements are communicated and understood.
- Execute according to implementation process to ensure business is on boarded with consideration for timeliness and quality.
- Maintain action and issue logs, escalate issues to resolution.
- Conduct lessons learned sessions and apply learning to future projects
- Ensure compliance to DGF standard processes and services
- Engaging responsible parties for System updates
Skills / Requirements:
- Professionals in industrial engineering, international business, or related fields
- 3 years of operations or product experience in a freight forwarding or international shipping environment.
- Good understanding of Air and Ocean freight services and the overall logistics or supply chain industry.
- Knowledge of systems, tools and processes (e.g. CW1, EDM and pricing templates).
- Proficient in the use of MS-Office: Word, Excel, PowerPoint.
- Excellent verbal, written and interpersonal skills; able to align resources within the organization to achieve objectives.
- Ability to interact and communicate with all levels of staff and management.
- Good organizational, analytical, problem solving and interpersonal skills.
- Ability to work well under pressure; perform and manage multiple tasks simultaneously; and meet deadlines.
- Ability to work independently and as a member of a team.
- Experience in leading meetings both in one-on-one and group presentation situations, and facilitating training.
- Strategic thinking, self-directed, high energy and proactive working style.
- Ability to resolve issues with flexibility and initiative.
- Good record-keeping skills. Ability to update and maintain current and dated information.
- Fluent in English communication (verbal/written).
- Bid or pricing team experience is preferred.
Our Vision: The Logistics Company for the World
Our Mission: Excellence. Simply Delivered.
Our Purpose: We connect people, improving their lives.
Our Values: Respect & Results
Our Goals: Employer, Provider, and Investment of Choice, Living Responsibility
DHL Global Forwarding is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, and other legally protected characteristics.
