Quality Control Manager

Job Brief

The Quality Control Manager is responsible for identifying failures, executing service recovery, and proactively notifying both customers and the DHL eCommerce organization of processing and delivery delays.

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.

Summary

The Quality Control Manager is responsible for identifying failures, executing service recovery, and proactively notifying both customers and the DHL eCommerce organization of processing and delivery delays in accordance with established service level agreements and departmental procedures. The QCM Manager will also work cross functionally to identify root cause and implement solutions for recurrent issues.

Essential Duties And Responsibilities

• Detect service failures using the QCC Advanced Warning Report.
• Identify breakdowns in the shipment processing and delivery chain at the earliest possible time to maintain quoted service levels.
• Activate and manage the shipment recovery process in keeping with established service level agreements.
• Utilize First Choice tools to diagnose root cause of network issues and create actionable plans for continuous improvements to meet customer key performance metrics.
• Use business knowledge, decision making skills, and best judgment to determine which delays will be reported internally and which ones to customers.
• Proactively communicate delays using agreed upon communication protocol.
• Establish and maintain a historical record of delay events using the “case” functionality within Salesforce.com.
• Act as a liaison between customer service and operations regarding shipment delays and/or customer specific issues.
• Using business knowledge, classify delays as “controllable” or “uncontrollable”.
• Enter package level shipment delays into DHLeC Ops Portal.
• Work with cross functional teams to identify root causes and solutions for recurrent issues.
• Collect, organize, analyze, and evaluate performance data and communicate results regularly with DC operations, TOC team, and the Compliance team to collaborate on recommended improvements and/or corrective actions.
• Utilize various tracking portals and business intelligence tools to analyze service deficiencies and report root cause(s).
• Identify and communicate any internal gaps within the QCC monitoring environment to QCC Manager for remedial action at the end of every shift.
• Facilitate continuous improvement projects with stakeholders to solve root causes of delivery failures to prevent future occurrences.
• Foster an environment of continuous improvement within the QCC and cross functionally.
• Perform other incidental and related duties as required and assigned.
  
  

Education/Minimum Qualifications

• Bachelor’s degree or equivalent experience.
• 6 years of logistics and/or process management experience.
• 4 years of experience in developing, updating and/or implementing SOPs.
• Experience with Lean tools and process improvement methodologies preferred.
  
  

Requirements/Skills

• Possesses DHL Leadership attributes: Being Results Oriented, Leveraging Strengths, Providing Purpose, Having and Creating Trust, Focusing on Clear Priorities and Being
• Positive about Challenges, Uncertainty and Change.
• Excellent stakeholder management skills at all levels of organization including executive management.
• Creative thinker with strong customer orientation.
• Effective decision-making and change-management skills.
• Strong aptitude of Microsoft Office (Excel, Word, PowerPoint, Outlook), Salesforce.com, DHL eCommerce Customer Web Portal, Ops Portal and Microsoft Power BI.
• Ability to juggle multiple priorities and make things happen in a fast-paced, dynamic environment; strong bias for action.
• Strong analytical and quantitative skills; ability to use hard data and metrics to back up assumptions.
• Solid knowledge of shipment processing and invoicing to drive continuous improvement.
• Established competency in creating and leading customer project plans.
• Strong project management and organization skills.
• Extensive knowledge of DHL eCommerce products.
• Excellent verbal and written communication skills.
• Disciplined to work remotely.
• Excellent planning, organization and prioritization skills.
  
  

Physical Demands

• Physical demands are consistent with a professional office setting.
• Regular sitting at work station for 25 - 75% of the work shift.
• Frequent standing and walking.
• Ability to work various shifts including evenings and/or weekends.
• Travel up to 10% may be required.
  
  

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