Executive, Customer Service

The incumbent is responsible for managing end-to-end customer shipments, ensuring operational excellence, service quality, and compliance with DHL Global Forwarding standards. The role serves as the primary interface between customers, operations, and global network offices to ensure timely and accurate execution of Cartage (CTG) and Airfreight (AFR) shipments.

Job Responsibilities:

• Manage and monitor assigned files, ensuring timely follow-up and completion in line with the One File One Operator (1F1O) principle.
• Track and ensure on-time performance (OTP) against customer commitments using internal monitoring tools (Life Cycle Monitor - LCM).
• Proactively identify and manage escalations and priority shipments, ensuring timely resolution to meet customer expectations and KPIs.
• Coordinate shipment routing and execution in line with customer requirements, agreed transit times, and cost efficiency considerations.
• Manage booking and scheduling of shipments, ensuring timely pickup and delivery.
• Serve as the primary point of contact for allocated customers, handling inquiries and providing accurate information on rates, transit times, and shipment status.
• Provide regular shipment updates and proactively communicate any delays or issues to customers.
• Manage customer feedback, including complaints, claims, and compliments, ensuring timely resolution and continuous service improvement.
• Build and maintain strong customer relationships to enhance satisfaction, loyalty, and retention.
• Prepare and process shipping documentation (e.g., air waybills, customs documentation) in compliance with regulatory requirements and standard operating procedures (SOP).
• Ensure compliance with customer requirements, international shipping regulations, and internal policies.
• Oversee billing activities, ensuring accurate and timely invoicing, resolving billing inquiries, and supporting file profitability.
• Provide spot quotations, identify up-selling and cross-selling opportunities, and refer potential leads to the Sales team.
• Collaborate closely with Operations, Sales, and cross-functional teams to ensure seamless service delivery.
• Support both Airfreight (AFR) and Cartage (CTG) operations, ensuring clear coordination and end-to-end service delivery aligned with customer expectations.
• Maintain effective communication with stakeholders, escalating issues when necessary to ensure timely resolution.
• Prepare and submit regular reports on shipment performance, service quality, and customer feedback.
• Participate actively in training, performance reviews, and continuous improvement initiatives.
• Identify and support process improvements, including digitalization and automation initiatives.
• Deliver professional, responsive, and solution-oriented customer service at all times.
  
  
  

We are expecting the incumbent to meet these requirements:

• Diploma or Degree in Logistics, Supply Chain, or related field.
• Minimum 2 years of experience in airfreight or logistics/ Forwarding operations (preferred)
• Good knowledge of airfreight processes, customs regulations and shipping documentation
• Excellent communication (both written and verbal), coordination, and stakeholder management skills
• Customer-focused, detail-oriented and able to work effectively in a fast-paced environment
• Strong problem-solving skills with a sense of urgency and accountability
• Proficient in logistics systems and Microsoft Office applications (Word, Excel & PowerPoint)
• Able to manage high shipment volumes, key accounts, and changing operational priorities
• Comfortable working closely with regional and global network teams
• This position is located at Medini Iskandar, Johor
  
  
  

We apologize if you are not contacted. Only shortlisted candidates will be contacted to proceed with pre-screening.

Thank you for choosing DHL Global Forwarding as your Employer of Choice.