jobs in DHL Global Forwarding

全职 Executive, Customer Service 工作, 薪水, DHL Global Forwarding Pulau Pinang 公司招聘中 - Ricebowl

Executive, Customer Service

DHL Global Forwarding

全职

Bayan Lepas, Pulau Pinang

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工作地点

  • Bayan Lepas Pulau Pinang Malaysia

职位描述

岗位职责

Key Tasks


  • Acts as key contact for allocated customers
  • Accepts and processes orders for handover to Operations
  • Stays informed on shipment and exception status for allocated customers
  • Proactively informs customer on shipment status and exceptions
  • Provides spot quotations and performs up- and cross-selling on inbound customer calls
  • Passes on leads to Sales
  • Handles customer inquiries
  • Handles customer requests with regard to Go Green topics
  • Takes and handles any customer complaints; solves customer complaints or assigns tasks to other functions
  • Acts as first contact point for customer claims for notification and reception of claims and respective document collection
  • 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
  • Provides spot quotations and closes contract
  • 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
  • Reviews reports (generated by the Performance Reporting & Exception Specialist) and sends them to the customer
  • 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 specialized claims handlers when documents are complete
  • 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 required


Job requirements:


  • Must have background in Logistics, Customer Service, Freight Forwarding, or a related field.
  • Must have experience in Customer service
  • Good communication skill is required
  • Good time management & able to support on weekend and public holidays (if required)
  • Proficiency in MS Office applications
  • Results-driven, proactive, and adaptable to changing business needs and withstand pressure

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