BPO (Business Process Optimization) Manager at Air Express International USA, Inc. in Grapevine, Texas

Job Description:

Job Title: BPO (Business Process Optimization) Manager

Job Location: Grapevine, TX

DHL Global Forwarding (DGF) 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. Visit our career site on the web at https://www.logistics.dhl/us-en/home/careers.html

We have an exciting opportunity for a BPO (BUSINESS PROCESS OPTIMIZATION MANAGER) to develop and implement business process improvements with the primary objective of reducing cost and increasing efficiency. 

Key Responsibilities:

• Leads, coaches, motivates and develops station CS BPO organization activities, process standards, optimization, and customer centric teams


• Aligns customer service activities and initiatives to support and enhance the objectives of the overall organization, drive customer satisfaction, with assigned CS contacts for all customers


• Customer visits and maintains effective relationships with the customers in the area of responsibility; supporting sales efforts; reduction of churn and customer retention


• Execution of station and region execution of Global/Country/Local BPO & CS strategy,  programs, process improvement (First Choice) and audits


• Drives station achievement of CS KPIs; Manages and improves CS performance


• Liaises with all stations/network/IMPAT/First Choice/BPST to deploy and develop customer-related process improvements, contacts, and quality


• Identifies training needs and opportunities to develop highly skilled teams


• Station and regional escalation point for all CS and BPO-related matters


• Manages/Support special projects and implementation of Country/Global initiatives impacting the stations

Skills / Requirements:

• 
  
  
  
  • Solid understanding of applicable regulations, safety protocols, process flow tolerances and related process-improvement skills
  
  
  • BA/BS degree or experience in related discipline
  
  
  • Required to have a Six Sigma Black Belt Certification or equivalent
  
  
  • Extensive knowledge in business process improvement / project management initiatives
  
  
  • Very strong knowledge of the transportation / logistics industry
  
  
  • Exceptional analytical and problem solving skills
  
  
  • Excellent verbal, written, and interpersonal communication skills. 
  
  
  • Advanced knowledge of technologies, processes, and practices
  
  
  • Strategic thinking, self-directed, high energy and proactive working style
  
  
  
  
  
  

Why join DHL Global Forwarding?

We are part of Deutsche Post DHL, the world’s leading logistics provider with operations in over 220 countries. Visit our career site on the web at https://www.logistics.dhl/us-en/home/careers.html

Our TOP EMPLOYER prestigious certification attests to our best-in-class efforts to attract and retain talent by fostering a positive work environment and encouraging personal and professional development among employees.  At DGF, we don’t build businesses. We believe in building people so they can build the business and this means every success that we have comes from our employees. Together, our employees continue shaping our environment as a great place to work and community that we are all proud of.

As the world’s leading logistics’ company, DHL offers a wide range of interesting job challenges and opportunities in our different divisions around the globe. Our performance management system supports us in recognizing your potential, evaluating your performance, and continuously planning the development of your career with DHL.  We will always enable you to take on responsibility and encourage your growth, personally and professionally.

We are proud of our history and what we have created, a global market leader with 30,000 passionate employees. Our aspiration is to become the undisputed leader in our industry, when people think of forwarding; we want them to think DGF, because we have:

• The largest global network with more than ~30,000 passionate employees




• The most efficient processes and fastest response times




• The best solutions and best customer service

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

About DHL Global Forwarding (DGF):

DHL Global Forwarding (DGF) is the world leader in air freight services and one of the leading providers of ocean freight services. Around 30,000 employees work to ensure the transport of all kinds of shipments by air or sea. DGF's logistics solutions span the entire supply chain, from the factory to the shop floor. They also include special transport-related services.

Our business model is very asset-light, as it is based on the brokerage of transport services between customers and freight carriers. We consolidate shipments to achieve higher volumes, purchase cargo space at better conditions and optimize network utilization. Our global presence means we can offer a variety of routing options and meet our customers' increasing demand for multimodal shipments.

We are part of Deutsche Post DHL, the world’s leading logistics provider with operations in over 220 countries. Visit our career site on the web at https://www.logistics.dhl/us-en/home/careers.html

DHL Global Forwarding is an equal opportunity employer.  We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. 

Work Authorization:

DHL Global Forwarding will only employ those who are legally authorized to work in the United States. This is not a position for which visa sponsorship will be provided. Individuals who need sponsorship for work authorization, now or in the future, are not eligible for hire for this role.