Executive, Customer Services

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 airfreight shipments.

Job Responsibilities:

• Customer Order Management
• Receive, validate, and process customer booking requests in a timely and accurate manner
• Ensure completeness and accuracy of shipment details including cargo specifications, Incoterms, and documentation requirements
• Coordinate booking arrangements with airlines, gateways, and internal operations teams
• Manage special cargo requirements such as Dangerous Goods (DG), temperature-controlled, and high-value shipments
• Shipment Execution & Coordination
• Oversee and monitor end-to-end shipment lifecycle from booking to final delivery
• Coordinate closely with warehouse, gateway, and transport teams to ensure timely uplift and movement
• Liaise with origin and destination offices across the DHL network to ensure seamless execution
• Ensure adherence to agreed transit times and service commitments
• Documentation & Compliance
• Execute and verify Air Waybills (AWB) and supporting shipping documentation
• Ensure all shipments comply with local and international customs regulations and IATA standards
• Maintain strict adherence to DHL internal SOPs and compliance guidelines
• Exception Management
• Proactively identify and manage operational disruptions such as flight delays, rollovers, or documentation discrepancies
• Escalate critical issues in a timely manner to relevant stakeholders
• Drive effective resolution with a strong sense of urgency to minimize customer impact
• Customer Communication & Service Delivery
• Act as the primary point of contact for assigned customers
• Provide proactive shipment updates, delay notifications, and advisory support
• Manage customer expectations and ensure high levels of customer satisfaction
• Build and maintain strong customer relationships, particularly for key strategic accounts
• KPI & Performance Management
• Ensure adherence to key performance indicators, including: 1. On-time uplift and delivery performance 2. Accuracy and timeliness of milestone updates 3. Data quality and reporting standards
• Support customer reporting requirements on shipment status and service performance
• Cross-functional Collaboration
• Collaborate with Sales and Account Management teams on customer onboarding and Retention.
• Support implementation of new business and service requirements
• Work closely with operations stakeholders to ensure alignment on execution standards
• System & Data Management
• Utilize DHL systems (e.g. CargoWise, internal platforms) for shipment processing
• Maintain accurate and real-time system updates for shipment milestones and status
• Ensure data integrity for billing, reporting, and compliance purposes
• Continuous Improvement
• Adhere to standard operating procedures and support process optimization initiatives
• Identify operational gaps and recommend improvement actions
• Contribute to service excellence and productivity enhancement efforts
  
  
  

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.