Analyst / Assistant Manager, Client Support Services, APAC

About Us

DHL is present in over 220 countries and territories across the globe, making it the most international company in the world. With a workforce exceeding 350,000 employees, we provide solutions for an almost infinite number of logistics needs.

DHL is part of the world’s leading postal and logistics company Deutsche Post DHL Group, and encompasses the business units DHL Express, DHL Parcel, DHL eCommerce, DHL Global Forwarding, DHL Freight and DHL Supply Chain.

We connect people and improve their lives. And we do it by being uncompromisingly customer-centric and delivering excellence day in and day out. By bringing people together and making life simpler – for our customers, our employees, our investors, and our society – we help make the world a better place.

Being The Logistics Company for the World goes well beyond our global presence in over 220 countries and territories, or our tireless pioneer spirit when it comes to new markets.

It also extends beyond our unique ability to offer a remarkable range of logistics solutions – from mission-critical express deliveries to economical freight transportation, from taking the complexity out of customs to managing the complexity of global supply chains and everything in between.

We want to be the logistics company people turn to – the first choice not only for all shipping needs, but also the first choice for career and investment opportunities, and being the global benchmark for responsible business practice.

Responsibilities

Location: Singapore

Business Performance Support & Business Development

• Support profitability management, business planning, forecasting, and budgeting activities in collaboration with the Account Management team.
• Drive accounts receivable performance by working closely with Account Managers to improve and reduce Days Sales Outstanding (DSO).
• Identify growth opportunities and support business expansion initiatives within existing customer accounts.

Customer Relationship Management

• Serve as the Single Point of Contact (SPOC) for assigned strategic customers within the Supply Chain network.
• Lead regular Business Reviews to ensure business continuity, customer satisfaction, and long-term partnership growth.
• Partner with Account Managers to develop, execute, and monitor account plans.

Performance Management

• Align country operational performance with regional and global business objectives.
• Ensure consistent service delivery and operational excellence through close collaboration with Network Operations, ALM, and ROM teams.
• Govern customer change requests, ensuring effective scope management and appropriate cost recovery.
• Manage customer escalations, drive resolution plans, and ensure timely recovery of service performance.
• Establish and lead account communities to promote operational excellence, best practice sharing, and cross-functional collaboration.

Continuous Improvement

• Facilitate continuous improvement initiatives across operations, systems, and financial audit processes in partnership with Network Operations.
• Promote and share best practices across countries, regions, and customer accounts.
• Support process standardization initiatives to achieve a consistent operating model.
• Monitor and track cost-saving initiatives and operational efficiencies.

Account Management

• Own and manage account profitability, working closely with Finance and cross-functional stakeholders to address issues impacting financial performance (e.g., DSO, cost variances, margin improvement).
• Conduct root cause analysis and coordinate corrective actions to resolve profitability challenges.
• Continuously assess customer business potential and identify new opportunities across the customer's organization.

Additional

• Provide knowledge-sharing to team members.
• Support capability building and foster a collaborative, high-performance team culture.

Requirements

• Min. 3–5 years of relevant experience in supply chain, logistics, account management, customer service, or client support functions.
• Bachelor's degree in Supply Chain, Logistics, Business, Finance, or a related field. Relevant professional experience may be considered in lieu of formal qualifications.
• Solid understanding of supply chain management principles.
• Strong communication, stakeholder management, and follow-through skills.
• Excellent analytical, problem-solving, and attention-to-detail capabilities.
• Results-oriented, well-structured, and adaptable to change.
• Operational experience is an advantage
• Comfortable working in a regional, cross-cultural, and matrix organization environment.
• Proficient in Microsoft Excel and PowerPoint.