Customer Relations Specialist - Air Freight

Job Description

Deutsche Post DHL (DPDHL) is the logistics provider of the world with over 520,000 employees in more than 220 countries and territories. DHL Global Forwarding, Freight (DGFF) is the Groups air, ocean and road freight specialist. We offer standardized transport as well as highly specialized end-to-end solutions to customers in a wide range of industries globally.Connecting People. Improving Lives. Currently, we are seeking forCustomer Relations Specialist. In this role, the successful candidate is to act as key contact for allocated customers, informing on shipment and exception status. He/she should coordinates with all stakeholders and content experts to achieve seamless implementation and ensures the cycle of job from Rate quote to delivery and billing is within customer expectation.Key Responsibilities:Customer Support? Develops relationship with allocated customers? Participates in joint Sales visits when necessary? Supports Back office and Call forwarding functions by liaising with client as necessary in respect to accepting orders (from customer or overseas office)? Proactively informs customer on shipment status, exceptions, and provides intermediate updates on incident solution? Supports Customer Implementation by following up on spot quotations and contract closure as may be required? Performs up- and cross-selling (inbound calls) for existing customers and passes on leads to sales? Takes and handles customer inquiries e.g. Track and Trace? Reviews reports (generated by the Performance Reporting & Exception specialist) and sends them to the customer? Takes and registers all customer complaints? Ensures the cycle of job from Rate quote to delivery and billing is within Customer expectation? Drives solution of customer complaints by solving it directly or assigning tasks to other function? Takes and processes customer feedback and asks for CS related feedback (e.g. follow-up on complaint handling)? Collaborates closely with Operations and other departments for smooth handling of shipments and continuous updates? Escalates issues if requiredStakeholders and communication? Build and manage relationships with both internal and external service providers with the aim of ensuring efficiency in Customer expectation.? Monitor and evaluate performance based on agreed requirements and initiate/support improvement actions when process falls short of required performance.? Act as the first point of contact for the customer relating to site operation matters and build a good relationship to develop trust and ensure strong engagement.Process Improvements? Support continuous improvement through complaint management via GCCS and Performance Dialogues.Job Skills, Qualifications & Experience:? Good communicative, analytical and administrative skills? Good organizational skills to manage different Customer requirements and deadlines? Good knowledge of forwarding business (Logistics) , DHL Global Forwarding products (AFR/OFR) and business systems? Good knowledge of Customer Service processes and systems? Ability to identify and meet customer needs in a pleasant and friendly manner? Excellent communication and interpersonal skills? Good telephone and E-mail skills? Commercial attitude and Ability to prioritize tasks? Good knowledge in English (verbal/written)We offer:? Opportunities in a global company where you can contribute your ideas and skills to move towards our shared goals.? Flexible working hours with the possibility of occasionally working from home upon agreement? Possible further career development? Competitive salaryWhy join DHL Global Forwarding?We are part of Deutsche Post DHL, the world?s leading logistics provider with operations in over 220 countries. Visit our career site on the web at https://www.logistics.dhl/us-en/home/careers.html

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