Job summary:

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 Group's air, ocean and road freight specialist. We offer standardised transport as well as highly specialised end-to-end solutions to customers in a wide range of industries globally.

Connecting People. Improving Lives.

Currently, we are seeking for a Customer Service Specialist - DHL Global Humanitarian Logistics Competence Centre. In this role, the successful candidate will manage customer service level agreement. By extensively understanding their business requirements, act as their logistics consultant / customer service to maintain existing business.

The candidate will report to the DHL Global Humanitarian Logistics Competence Centre Head.

Key Responsibilities

• Prepares, controls and distributes all required cross trade documents to counterparts (carrier, consignee, supplier, etc.) complying with regulations and internal procedures.
• Maintains excellent relationships with customers, shipping lines, DGF agent & suppliers.
• Performs IT systems related tasks to provide up to date information on shipment.
• Creates and confirms bookings to ensure timely pickup of the shipment.
• Ensure all timestamps are updated on real time basis.
• Ensure all cross trade files are closed in a timely manner by filing the required set of supporting documents and accurately carryout the costing before billing with proper track & records.
• Implement and prioritise emergency and contingency plan on unexpected situations like peak season volumes.
• Ensure adherence to special commodity handling instructions for DGR, Vehicles and temporary export shipments.
• Coordinates shipment papers and physical flow via Lead/Hub station in a way that additional storage charges debited by third parties, such as airlines, airport handling agents or authorities, are avoided.
• Ensures that customer requirements are met and takes corrective actions in case of deviations from customer requirements.
• Performs booking and booking optimisation according to internal guidelines as defined by the Control Tower KPI and where needed, to follow the escalation matrix protocol.
• Is responsible for identifying performance issues of suppliers and proposes solutions to improve/correct performance.
• Develops relationship with allocated customers.
• Participates in joint Sales visits if necessary.
• Accepts all orders (from customer or overseas office) and processes them for handover to Operations.
• Proactively informs customer on shipment status, exceptions and provides intermediate updates on incident solution.
• Place booking with the shipping lines within the agreed time lines with the customer.
• Ensure shipments are gated in and submit SLI to shipping line before the cut of time.
• Verify and issue Bill of ladings as per client SLI.
• Verify carrier and DGF invoices and raises claim if any discrepancies’
• Ensure files are invoiced on timely manner and if any discrepancies on charges found, same need to be informed to responsible party by highlighting discrepancies.
• 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
• Takes customer requests with regard to Go Green topics and informs Regional Go Green Head
• Regularly updating shipments reports and KPI reports to clients - Takes and registers all customer complaints
• Drives solution of customer complaints by solving it directly or assigning tasks to other function
• Acts as first contact point for customer claims; supports customer in notification and reception of claims, provides DGF claims documents, collects required documents from claimant and hands over to specialised claims handlers when documents are complete
• Takes and processes customer feedback and asks for CS related feedback (e.g. follow-up on complaint handling)
• Escalates issues, if required

Job Skills, Qualifications & Experience

Job Requirements:

• Must be able to read, write and speak fluent Spanish and English.
• Customer interfacing skills.
• Good administration skills.
• Results driven and attention to details.

Competences:

• Breaks down a problem, situation or process into its component parts, separates the main issue from side-issues, understands the nature of parts and their relationship to one another.
• Seeks out and critically evaluates both numerical and narrative information.
• Draws accurate conclusions.
• Is focused on identifying and understanding each customer’s needs.
• Expresses and acts on desire to assist customers in an efficient and friendly manner.
• Sets clear and realistic goals and objectives.
• Establishes a course of action and a sequence of steps to ensure that activities and objectives are efficiently achieved.
• Is structured with good personal organisation.
• Schedules time effectively and use efficient work methods and tools.
• Makes timely and appropriate choices based on accurate analysis and experience.
• Uses sound judgment even in conditions of uncertainty.
• Anticipates impact of decisions and plans how to manage risk.
• Works cooperatively with others to achieve target and objectives.
• Accomplishes own tasks in support of team goals and actively offers to help colleagues.
• Supports group decisions.
• Acts responsibly. Can be counted on to keep commitments.
• Complies with the intent of policies, procedures and agreements.
• Builds others’ trust in own professionalism, integrity, expertise and ability to get results.
• Persuades others of the value of an approach or idea.
• Gains commitment and support and gets others to willingly take action.
• Provides both verbal and written information in a timely, clear and concise manner.
• Expresses ideas effectively, adjusting style, tools and mode to the needs of others.
• Listens attentively, and summarises or asks questions, when needed, to clarify information.
• Remains calm, objective and controlled in responding to urgent or demanding situations.
• Maintains effective performance under pressure.
• Stays positive.
• Challenges self and others to exceed standards and achieve extraordinary results, striving for best in class.
• Is not easily deterred when obstacles or delays are encountered.

Experience & Qualifications:

• 3 – 4 years’ experience directly related to the duties and responsibilities specified.
• Must have Bachelor’s Degree or equivalent experience/qualification

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

Additional Requirements

• 3 – 4 years’ experience
• Bachelor’s Degree