Customer Relation Specialist

Job Description

Danzas AEI Emirates L.L.C.is a joint venture betweenAl Tayer Group and DHL Global Forwarding.It?s the market leader in Freight Forwarding and Logistics in Dubai.The brand name is taken from the original Danzas Company, now rebranded as DHL Global Forwarding, which was established in 1815 by Louis Danzas. In the UAE, Al Tayer Group started the logistics business in 1989, later rebranding as Danzas AEI Emirates. The company has grown from strength to strength to become the leading logistics provider in Dubai and the Northern Emirates.With a workforce of 1,200 DHL Certified Logistics and Freight Forwarding experts, Danzas puts its people front and center of everything, to ensure it attracts, develops and retains the best team, executes the best operations, delivers the best customer experience, and creates the best results for all its customers and partners. It offers leading transportation solutions by Air, Ocean, and Road. Danzas is the market leader in Customs Brokerage and has won awards for smart freezone and clearance services. With warehouse capacity exceeding 240,000 m2, no customer is too large or too small.Connecting People. Improving Lives. Currently, we are currently looking for a passionate and energetic Customer Relation Specialist to be based in the Customer Services. In this role, the successful candidate will be responsible for providing high-quality services for customers by responding to their inquiries and concerns and resolving complaints about the companys services.Key Responsibilities:

• Acts as key contact for allocated customers
• Accept and process orders for handover to Operations
• Stay informed on shipment and exception status for allocated customers
• Proactively inform customer on shipment status and exceptions
• Provide spot quotations and performs up- and cross-selling on inbound customer calls
• Pass on leads to Sales
• Builds and maintains business relationship with customers by providing prompt and accurate service so as to promote customer loyalty
• Handle customer requests with regard to Go Green topics
• Take and handle any customer complaints; solves customer complaints or assigns tasks to other functions
• Act as first contact point for customer claims for notification and reception of claims and respective document collection
• Performance management & reporting-Excel Skills ? Ability to create reports and analyze data using key excel functionality. (Sum/V Look up/ Pivots)
• Power Point presentations ? Ability to create a PPT using relevant data from various stakeholders.
• Identify and assess customer needs and provide satisfaction
• Provide accurate , valid and complete information by using the right methods and tools
• Follow communication guidelines, procedures and policies
• Take extra mile to engage with customers
• Mentoring team members and provide training and best practices

Job Skills, Qualifications & Experience:

• Good knowledge of forwarding business, DGF products (AFR/OFR) and business systems
• Good knowledge of CS processes and CRM systems like Cargo wise, Quote shop & Global customer care system of DPDHL.- CW1 ? Ability to create shipments and understand functionality of the system.
• Quote Shop ? Create adhoc quotes/log quotes using the QS platform and ensuring the decision of the quote is updated within the specified timeline. (2 hrs. to quote+2 hrs. for follow ups)
• 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
• Good knowledge in English (verbal/written)
• One year experience in Freight Forwarding and/or Customer Services
• Ability to multitask, prioritize and manage time effectively
• Graduate or higher
• 1 year of related experience

We offer:

• Opportunities in a global company where you can contribute your ideas and skills to move towards our shared goals.
• Possible further career development
• Competitive salary

Why 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

Keyskills :