AFR Export Customer Relations Supervisor @ DHL Group

To manage end-to-end air freight export operations by ensuring accurate documentation, efficient shipment coordination, timely billing and payment collection, and proactive customer and stakeholder communication in line with operational and compliance standards. · Own and manage shipment files in accordance with L5 process requirements, quality standards, and service commitments

· Understand customer requirements and ensure operational execution aligns with agreed service expectations

· Acknowledge, review, and process shipment bookings accurately and in a timely manner.

· Build and maintain strong working relationships with customers, suppliers, carriers, and internal stakeholders

· Serve as the primary point of contact for assigned customer accounts. This includes handling green light requests/approvals, customer inquiries, requests, and escalation cases with urgency and professionalism

· Provide proactive shipment updates and communicate any operational exceptions, delays, or irregularities promptly

· Close monitoring of shipment progress and maintain full visibility of shipment status for allocated customers

· Act as the first point of contact for cargo claims notification, claim collection, and coordination with relevant parties

· Collaborate closely with DGF Airport Terminal Operations partner to ensure smooth and timely transfer of shipments to allocated flight schedules

· Coordinate with DGF Broker to secure government permits or certificates required to submit prior to exportation of cargo

· Drive Operational Excellence by achieving compliance targets related to auto rating, auto costing, and data quality

· Escalate and resolve operational issues proactively to minimize service impact.

· Support customer onboarding, implementation activities, and continuous improvement initiatives.

· Participate in customer meetings and joint sales visits when required to strengthen customer relationships and identify growth opportunities.

· Contribute to customer retention through consistent delivery of service excellence and effective stakeholder management.

Close collaboration with CTG (Cartage) and IWS for truck and temporary storage arrangements as needed