天津招聘

职位描述：
Role Profile
Organisational Background Information

BMR title / Role title Key Account Manager Life Science and Healthcare
Business Division DSC China
Business Unit
Overall Role Purpose Provide customer oriented service, responsible for ensuring the quality of service and business growth with existing customers
Reports to Sector Head

Accountabilities

Key activities
Customer
- External

- Internal

Multinational Customers (a defined portfolio)
? Provide customer oriented service at all times relating to commercial/contractual issues.
? Manage customer issue escalations and lead the initiative to develop prevention and resolution for key customers
? Facilitate the provision of solution management, account management and enhancement of supply chain that meets and exceed customers’ expectations
? Responsible to lead the preparation and delivering Business Reviews/QBR with customers
? Responsible for the success of continuous contract renewal with favourable Pricing and Terms.
? Based on the customer’s specific needs use the Accelerate methodology to identify the trends relevant to their business. Using this knowledge and methodology, work with operations and supporting functions to develop proposals to customer. Present these proposals to customer and follow them through to implementation.
? Work closely with the counterparts on customer side, those may include procurement, project management, strategy or other middle management teams
? Facilitate dialog between customer top management team and DHL senior management as well as follow up the discussion results


? Lead and coordinate all contract renewal negotiation effort with internal depts.
? Prepare BCAs for business and investment requirements
? Provide regular updates to senior management on customers’ initiatives, strategies, etc for their strategic direction and development
? Support senior management in the shaping of strategic decisions for the sector and customer
? Work with operation team to resolve customer-related issues, and be responsible for business and profitability growth
? Develop joint development plans (JDP) with customer using the “Customer for Life” methodology that result in a sound growth strategy for the account

Stakeholder
- Internal

External

? Engage with BD and Solution Design to materialize potential addition business from customers
? Work with Ops to ensure the delivery of quality service to customer and the compliance of SLA and KPI
? Actively promote the exchange and adoption of “Best Practice Sharing” within country to leverage collective learning and to improve consistency and productivity.
? Continually review and improved business processes to increase productivity and improve P&L


? Identify and develop potential and sustainable customer relationship to the growth of new opportunities
? Stay up-to-date on latest regulatory requirements and maintain a relationship as necessary with relevant government or non-government bodies, e.g. SFDA, CIQ, medical device association

Process

Customer Account Development – Planning and Follow Up
? Formulate a personal account management and development plan that incorporates initiatives for identifying and growing additional and more business within the existing. (JDP and DP)
? Promote DHL advantage programs and solutions to the assigned list of accounts
? Display strong skills in customer analysis to ensure that all customer requirements are being fulfilled.
? Conduct analysis on customer’s P&L and KPIs performance to identify focus areas for improvement.
? Manage escalations of potential performance, contractual or customer engagement issues and coordinate internal resolution efforts.
? Provide regular updates and to senior management

Skills / Qualifications

Key capabilities

Skills
? Facilitation skills (good)
? Presentation skill (excellent)
? Communication skills-spoken and written (excellent) in English and Mandarin
? Negotiation and interpersonal skill (excellent)
? Analytical and organization skill (good)
? Microsoft Office applications (good)
? Relationship management skills (excellent)

Competences

Competency segment ‘Business’
Analysis: Breaks down a problem, situation or process into its component parts, separates the main issues from side-issues, understands the nature of parts and their relationship to one another. Seeks out and critically evaluates both numerical and narrative information. Draws accurate conclusions.

Planning & Organizing: Sets clear and realistic goals and objectives. Establishes a course of action and a sequence of steps to ensure that activities and objectives are efficiently achieved. Is structured with good personal organization. Schedules time effectively and uses efficient work methods and tools.

Decision Making: Makes timely and appropriate choices based on accurate analysis and experience. Uses sound judgment even in conditions of uncertainty. Anticipates impact of decisions and plans how to manage risk.

Results Orientation: Continually seeks to accomplish critical tasks with measurable results. Overcomes obstacles and makes adjustments to achieve results. Focuses self and others to achieve targets aligned with business goals.

Market Sense: Be familiar with customer trend and needs (customer specific as well as for their industry in China), and have the ability to develop and execute a farming strategy that increases the share of wallet of the managed customer



Competency segment ‘Leadership’
Teamwork: Works cooperatively with others to achieve target and objectives. Accomplishes own tasks in support of team goals and actively offers to help colleagues. Supports group decisions.

Competency segment ‘Personal’
Accountability: Acts responsibly. Can be counted on to keep commitments. Complies with the intent of policies, procedures and agreements. Builds others' trust in own professionalism, integrity, expertise and ability to get results.

Communication: Provides both verbal and written information in a timely, clear and concise manner. Expresses ideas effectively, adjusting style, tools and mode to the needs of others. Listens attentively, and summarizes or asks questions, when needed, to clarify information.

Self Management: Remains calm, objective and controlled in responding to urgent or demanding situations. Maintains effective performance under pressure. Stays positive.


Expected years of experience
? Above 5 years working experience in transportation/Supply Chain/Logistics enterprise, especially with 2-3 years relevant working experience in Account Management Service/Solutions field and ＞2 years medical devise logistics experience, including basic operation, solution of warehouse and transportation.
? Familiar with life science health care sector requirements.
? Has bonded logistics knowledge.
? Experience in developing customer proposals, replying to RFQs and following through the business gain process from opportunity until go-live (incl. contract signature)
? Have good conceptual and practical knowledge in Account Management/Customer Service/Supply Chain Solutions

Educational Qualifications
? Bachelor degree or above, Masters or equivalent degree preferred
? Good spoken and written English

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