Customer Relations Specialist

In this Customer Relations Specialist position

• You will develop relationship with allocated customers.

• You will participate in joint Sales visits when necessary.

• You will support Back office and Call forwarding functions by liaising with client as necessary in respect to accepting orders (from customer or overseas office).

• You will proactively inform customer on shipment status, exceptions, and provides intermediate updates on incident solution.

• Supports Customer Implementation by following up on spot quotations and contract closure as may be required.

• You will perform up- and cross-selling (inbound calls) for existing customers and passes on leads to sales.

• You will take and handle customer inquiries e.g. Track and Trace.

• You will review reports (generated by the Performance Reporting & Exception specialist) and sends them to the customer.

• You will take and register all customer complaints.

• You will ensure the cycle of job from Rate quote to delivery and billing is within Customer expectation.

• You will drive solution of customer complaints by solving it directly or assigning tasks to other function.

• You will take and process customer feedback and asks for CS related feedback (e.g. follow-up on complaint handling).

• You will collaborate closely with Operations and other departments for smooth handling of shipments and continuous updates.

• You will escalate issues if required.

• You will build and manage relationships with both internal and external service providers with the aim of ensuring efficiency in Customer expectation.

• You will monitor and evaluate performance based on agreed requirements and initiate/support improvement actions when process falls short of required performance.

• You will act as the first point of contact for the customer relating to site operation matters and build a good relationship to develop trust and ensure strong engagement.

• You will support continuous improvement through complaint management via GCCS and Performance Dialogues.

Now, here’s what we need from you

• Minimum of 3 years within the transport, logistics or freight forwarding industry (or similar industry)

• Good Knowledge of forwarding business (Logistics), DHL Global Forwarding products (AFR?OFR) and business sustems.