Job Brief

The Implementation Specialist is a customer-facing role that requires a unique blend of implementation expertise with customer management skills.

At DHL, our people are our greatest asset! Everyone’s contribution drives us to be the world's #1 logistics company.

Certified as a Great Place to Work and as a Top Employer, we're dedicated to fostering a positive, collaborative, and supportive environment for all. Our commitment and engagement with Our People ensure we continuously build a workplace we're all proud of. Plus, with competitive compensation and exceptional perks, we make sure your personal life shines just as brightly as your career.

Job Summary

The Implementation Specialist is a customer-facing role that requires a unique blend of implementation expertise with customer management skills. This individual will lead the onboarding process, fostering an environment that promotes continuous improvement, enhances consistency, and reduces customer pain points. Strong communication skills, a customer-centric mindset, and the ability to manage multiple projects simultaneously are essential for success in this position. Acting as the liaison between all departments within DHL eCommerce and the customer, the Implementation Specialist ensures a seamless onboarding experience for new business.

Essential Duties & Responsibilities

Oversee the customer onboarding process from start to finish, ensuring adherence to established procedures while prioritizing competing projects.
Collaborate with customers to understand their business objectives and key success measures, translating these into sustainable solutions.
Communicate regularly with customers, providing frequent updates on progress and escalating complex or unresolved issues to higher-level support or management as necessary.
Proactively identify, manage, and mitigate risks throughout the onboarding process to ensure a smooth experience.
Assist in pre-sales efforts by conducting kick-off meetings and scheduling regular progress meetings with stakeholders.
Utilize relevant project management tools and methodologies to standardize workflow tasks and improve efficiency.
Equip customers with the knowledge and tools needed to make informed decisions regarding their onboarding process.
Keep all project documentation up to date and ensure timely communication with relevant stakeholders.
Maintain sensitive customer master data within applicable corporate systems.
Develop and maintain strong relationships with key stakeholders to enhance collaboration and support.
Provide training to customers on applicable processes and systems to facilitate effective use of our products.
Actively participate in cross-functional planning sessions to improve the overall implementation experience.

KEY SUCCESS METRICS

Maintain an average onboarding quality score within the established KPIs, reporting monthly on performance.
Achieve and sustain an average onboarding time within the established KPIs, with monthly performance reporting.
Limit the escalation rate of unresolved issues, reflecting effective problem-solving and risk management.
Ensure error rate of less than 2% on post-implementation cases, demonstrating the effectiveness of the onboarding process.
Conduct regular reviews of completed onboarding projects to verify customer requirements were met.

Education And/Or Experience

Bachelor’s degree or equivalent work experience.
3 to 4 years’ experience in customer onboarding, project management, or customer service experience preferred.
Proficient in Microsoft Office (Excel, PowerPoint).
Experience with CRM tools preferred (Salesforce, Microsoft Dynamics, etc.).
Knowledge of DHL eCommerce products, services, and policies preferred.

Requirements/Skills

Exceptional written and verbal communication skills, with the ability to engage and influence stakeholders at all levels.
Strong ability to prioritize tasks and manage multiple customer needs while maintaining attention to detail.
Quick comprehension of DHL eCommerce products and services to develop and recommend effective solutions.
Demonstrated passion for technology and a strong aptitude for learning new technologies in a customer-facing environment.
Commitment to continuous learning and adaptability in a fast-paced, dynamic setting.
Solid analytical, critical thinking, time management, teamwork, and organizational skills.
Strong follow-up skills to ensure customer needs and expectations are consistently met.
Proactive problem-solving abilities with a solutions-oriented approach.
Team-oriented with a collaborative mindset, effectively working with cross-functional teams to achieve common goals.

Physical Demands

Physical demands are consistent with a professional office setting.
Regular sitting at workstation for 25 – 75% of the work shift.
Travel required (up to 15%)

Benefits

As a Top Employer and leading logistics company, at DHL eCommerce , we are committed to helping you build a career you’ll love with benefits and incentives that support your personal and professional well-being:

Competitive Pay
Bonus Programs
Retirement Savings - 401k with company match
Medical, Dental, Vision, Well-being programs
FSA/HSA availability
Tuition Reimbursement
Paid Time Off including vacation and sick time
Company Paid Holidays and Floating Holidays
Paid Parental Leave
Employee Discount Program
Employee Assistance & Work Life Program
Short Term and Long-Term Disability
Life Insurance

Annual Salary of $72,525-$116,000. This compensation range is provided as a reasonable estimate of the current starting salary range for this role. Factors that may be used to determine your actual salary may include but are not limited to your specific skills, your work location, how many years of experience you have, and comparison to other employees already in this role.

Equal Opportunity Employer- Veterans/Disability

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Implementation Specialist