Minimum of 3 years' working experience, preferably in airport operations, airlines, express services, international transportation, or freight forwarding
Knowledge and experience in customs clearance procedures, trade declaration, and handling of licenses and permits will be advantageous
Strong customer service skills, along with excellent analytical, communication and interpersonal abilities
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Lead workgroups (e.g. country teams, cross‑functional teams, subject matter experts) to test, iterate, and implement solutions to strategic initiatives across channels.
Lead workgroups to build critical skills and capabilities required to deliver strategic objectives.
Apply a data‑driven approach to generate business insights across channels and strategic growth areas.
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Manage, monitor, and resolve customer emails that fall outside GenAI‑driven automation, providing timely manual intervention.
Identify, analyze, and resolve issues in GenAI‑processed email workflows, including misclassification, incomplete extraction, language issues, and system integration errors.
Ensure complete and accurate handling of GenAI fallout cases, including validating customer intent and correcting system errors.
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Ensure customer is contacted (phone, E-mail) at the appropriate intervals (according to treatment plans), promises to pay are kept, all queries are properly recorded and managed and relevant collection systems are updated in an accurate, professional and understandable manner
Continuously monitor the ageing and guarantee optimal behavior of the overall customer portfolio ensuring all individual targets are consistently met
Understand and maintain customer specific treatment plans
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Arrange booking and get booking confirmation from allocated carriers with correct service contract use. Be responsible for preparing and sending out orders to our customers, ensuring accuracy and timeliness.
Maintain high quality service and ensure all data, details are accurate insert in system and to internal/ external customer.
Be responsible for follow up and complete the assigned shipments, the daily work within the team, sales support, ensure the timely and proactive communication with customers and other related parties, stakeholders.
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Support sales team and respond to operations related requests from the sales team such as quotation, exception deal management, historical account overview, billing corrections, etc.
Undertake delivery of cartage tours, monitor and achieve tour profitability, service quality and timelines
Promptly respond to customer enquiries, including conducting customer visits and understanding of customer requirements
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Continually strengthen knowledge on DHL's services and general commercial awareness in order to provide the best possible standard of customer service and maximize your contribution to the sales function.
Build a strong client relationship to ensure that the account performs and grows to its maximum potential, reducing attrition rat e and minimizing opportunities for competitors to gain business.
Ensure all customer agreements are cost sensitive and adhere to regional standards on profit margins/ minimum pricing tariff, to govern business interest.
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Ensure that all customer issues relating to customer service, service recovery and credit control are coordinated and managed though the relevant DHL Express departments.
Regular meetings with Marketing and Sales management to evaluate personal sales strategy/plan, so as to ensure that the required revenue and shipment results can be achieved.
Develop a weekly customer visit cycle / Follow Global Call Planning Tool (based on 6 visits a day, mix of 40/30/30) to secure Ship-To-Profile of existing customers, gain Share-of-Wallet and new customer.
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Ensure that all customer issues relating to customer service, service recovery and credit control are coordinated and managed though the relevant DHL Express departments.
Regular meetings with Marketing and Sales management to evaluate personal sales strategy/plan, so as to ensure that the required revenue and shipment results can be achieved.
Develop a weekly customer visit cycle / Follow Global Call Planning Tool (based on 6 visits a day, mix of 40/30/30) to secure Ship-To-Profile of existing customers, gain Share-of-Wallet and new customer.
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Develop an Annual customer visit cycle to secure committed orders with new and existing customers and gain any competitor held businesses to ensure that individual agreed targets are achieved.
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Develop an Annual customer visit cycle to secure committed orders with new and existing customers and gain any competitor held businesses to ensure that individual agreed targets are achieved.
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Lead and manage cross-functional teams to implement customer solutions as committed. All solutions must be clearly documented at pre-sale solution design for smooth onboarding to avoid scope creep.
Lead customers' Monthly or Quarterly Business Reviews (QBRs) from Operations perspective.
Manage overall performance of assigned customer program (CSI/GMNC/National) against agreed performance metrics/KPIs.
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