About this role
Key Tasks • Execute customer operations plans and processes to deliver efficient logistics processes • Execute, manage and update orders received via the system including special and non-assigned orders • Ensure flow of goods and information across a customer’s global supply chain and provide resolution for order/ delivery issues • 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 • Track the available capacities and ensure optimum utilization as per the set objectives • Resolve issues occurring in operational activities, report to management on events and exceptions, as necessary • Ensure systems are updated with the latest information on product shortages, expected delivery dates, price changes, etc. • Draft reports related to customer inquiries, sales trends, customer complaints, delivery/service problems, reasons for product returns, etc. and evaluate efficiency of operational performance and delivery • Interact with other logistics operations departments, customer service and warehouse team to ensure smooth operations • Comply with operating standards and procedures to provide cost-effective, superior and efficient customer service • Study and resolve issues in day-to-day customer operations and execute practices focusing on increasing effectiveness and efficiency Stakeholders • Connect with and influence other specialist departments and 3rd parties e.g. external service providers • May convince others to accept new concepts, practices, and approaches • Build strong, trusting cross-functional relationships with DHL managers • Understand customer and key stakeholders interests and concerns and advise direct reports, customers and key stakeholders • Provide technical guidance to line managers and employees Management Responsibility • Individual contributor who may manage two or fewer employees • May direct the work of other lower level professionals or manage processes and programs • Coach and review the work of lower level professionals Skills/Qualification • CRM, Customer Support, Business Strategy, Quality Control, Account Management, Requirements Analysis, Process Improvement, Project Planning, Operations • Bachelor’s Degree or equivalent experience/qualification • 1-2 years’ experience