AGCO LEAD

Job Title: AGCO LEAD

Job Location: San Francisco, CA

Revolutionize the logistics industry as a customer-centric Lead at DHL Global Forwarding.

Join our dynamic team and be at the forefront of innovation, digitalization, and solutions-driven approaches that cater to our customers' every need.

You will play a pivotal role in managing the movement of air & ocean export & imports shipments, you'll be the driving force behind unrivaled customer satisfaction.

Through proactive communication and seamless collaboration with stakeholders, you'll navigate transport exceptions with finesse, delivering swift and effective solutions that help minimize disruptions.

Key Responsibilities

Customer Centricity:



* Provide exceptional customer service, surpassing expectations and promptly resolving incidents


* Cultivate enduring customer relationships, understanding their needs and serving as their advocate


* Go beyond simply highlighting transport exceptions by working with Subject Matter Experts, preparing creative customized solutions to keep our customers’ cargo moving


* Collaborate seamlessly with internal and external teams to address customer concerns effectively


* Master our innovative products and services, offering demonstrations and training as needed


* Identify opportunities for account growth and collaborate with sales for rate renewals and upselling


* Stay updated on industry trends through trade teams and internal calls

Digitalization and Technical Tasks:



* Promote and leverage DHL's digital suite to enhance customer satisfaction while reducing churn


* Assist in driving system integration of e-solutions (myDHLi, e-bookings) between our clients and DHL


* Take ownership of transport orders, ensuring timely pickup, and optimizing booking processes


* Prepare, control, and distribute necessary export documents, ensuring compliance


* Collaborate with counterparts to validate and finalize documents


* Assign tasks to the GSC support functions and monitor performance

File Ownership, Finance and P/L:



* Take full ownership of your files and their financial performance.

You are the single point of contact for our internal network and our customers with regards to your files


* Continuously drive GP Maximization by finding cost efficient transportation solutions, leveraging upselling opportunities and minimizing revenue leakage

Skills / Requirements:



* Strong understanding of Air/ Ocean, Export/Imports regulations and documentation is preferred


* Leadership experience


* Enthusiasm for building deep and lasting connections with our customers


* Proactive and solution-oriented mindset, always demonstrating a "can do" attitude


* Ability to resolve issues related to product movement and proactively communicate with the customer


* Strong attention to detail and excellent communication skills (oral and written) are essential, with prior customer servi...