In 1976, ten independent hauliers joined forces and founded DSV in Denmark. Since then, DSV has evolved to become the world's 3rd largest supplier of global solutions within transport and logistics. Today, we add value to our customers' entire supply chain by transporting, storing, packaging, re-packaging, processing and clearing all types of goods. We work every day from our many offices in more than 80 countries to ensure a steady supply of goods to production lines, outlets, stores and consumers all over the world. Our reach is global yet our presence is local and close to our customers. Read more at www.dsv.com
Location: Meadowview
Job Posting Title: Account Manager, Client Retention, Healthcare
Time Type: Full Time
PURPOSE OF THE ROLE:
Responsible for business retention, growth, and value-added solutions to ensure mutually beneficial business relationships between DSV Healthcare and clients.
MINIMUM REQUIREMENTS:
- Minimum 3 years Account management or Client / Customer service experience
- Pharmaceutical industry knowledge important
- Attention to detail and ability to work under pressure.
- Communication skills - must be able to comfortably engage with clients and build relationships at all levels.
- Warehouse management systems knowlegde an advantage.
- Ensure mutually agreed upon configured solutions are offered and delivered to client as aligned with clients strategic supply chain drivers.
- Enhance relationships with current and prospective clients by leveraging the credibility gained through knowledge and performance of the clients business environment and requirements.
- Proactively identify and manage potential problems/escalations within client base with appropriate resolution plans.
- Seek and continuously develop knowledge of our client business to build an understanding of their needs.
- Be a trusted advisor to all clients through consultative engagements and adding value throughout the supply chain.
- Identify, develop, and assist with new business implementation and integration.
- Facilitate an integrated and coordinated approach by DSV to the client.
- Manage and proactively identify accounts where revenue may be shrinking to address risk, profitability, and retention, both internally and with the client.
- Ensure that contracted customer Service Level Agreements (SLAs) are met.
- Ensure agreed performance metrics (KPIs) with clients are established, measured, maintained, and delivered across all levels of the business driving centricity.
- Develop and manage account plans to meet the business needs of both clients and DSV Healthcare.
- Manage account adherence to qualify management requirements to ensure that processes are implemented.
- Client briefing and understanding of DSV processes, SOPs, and operations (including Business Unit Managers and National Sales Managers).
- Facilitate training implementation on various business platforms (including Futurewave, Clientzone and Daily downloads).
- Facilitate contact center in-house training (New product launches, line extensions and product updates).
- Facilitate DSV and client interdepartmental communication and relationships.
- Continuously liaise with internal stakeholders to ensure alignment and support to enable delivering of solutions and manage risk.
