Provide the full suite of DHL customer service offerings confidently, knowledgeably and professionally (e.g. booking, enquiries, shipment status, tracking etc.) to all parties contacting DHL via the customer service hotline and other contact modes (e.g. Chat, E-mail, Social Media).
To proactively look at opportunity for improvement in handling process, potential of reducing wastage, impact on operational efficiency and customer experience.
Offer alternatives to customers and seize upselling and cross-selling opportunity of valued added services (Sales Leads, shipment insurance, TDX, Extended Liability and etc.) during interaction with customer (where appropriate).
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Pre and Post clearance; Informal, Formal and Transhipment entry
Review the “Shipment in Bond” inventory report to ensure that these shipments are worked on a daily basis.
Determine and classify the shipment commodities in accordance to the national tariff classifications tables available and/or commercial invoice data, and determining the corresponding duty and tax rates, taking into consideration: (1) Country of origin for preferential treatment; (2) Concessions or Exemptions applicable to the shipment commodity or importer/exporter; and (3) Applicable customer instructions recorded in the Customer Instruction Database Records.
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Work with airlines to implement outbound and inbound service enhancements.
Handle operational communications with other Gateway and Hubs regarding inbound & outbound operations, adhering to standards and protocols for pre-alert, e-mails and other communications with the DHL network.
Interface with local country customer service on service problems and enquiries.
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Gateway and Hubs regarding inbound & outbound operations, adhering to standards and protocols for pre-alert, faxes, e-mails, and other communications with the DHL network.
Interface with local country customer service on service problems and enquiries.
Confirm uplift & recovery of all outbound & inbound movements;
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Support and embrace Change to make the business more successful and competitive in the market Best in Class.
Provide the full suite of customer service offerings (including bookings, enquiries, tracking and tracing supply requests etc.) to Key Account customers in addition to customized contracted services (e.g. Daily / Weekly / Monthly Reports at specific time frames / interval etc.)
Understand the customer SLA and requirement in order to deliver best in class service.
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Own the P&L review process by working closely with Operations and other key stakeholders to analyse performance, understand business drivers, and constructively review and challenge their inputs, assumptions, and feedback across forecasts, budgets, investment models, business cases, and other financial activities to ensure accuracy, reasonableness, and sound decision-making.
Prepare/submit management reports according to the specified deadlines.
Prepare presentation decks for management, budget, and board meetings.
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