We have an exciting opportunity for an Air Freight Import Customer Operations Specialist that has recently become available. This role is based in our Air Freight Customer Operations Team in our Tullamarine (Melbourne Airport) office and is a full-time permanent position.
About Us DHL is the leading global brand in the logistics industry. Our DHL divisions offer an unrivalled portfolio of logistics services ranging from national and international parcel delivery, e-commerce shipping and fulfillment solutions, international express, road, air and ocean transport to industrial supply chain management. With about 380,000 employees in more than 220 countries and territories worldwide, DHL connects people and businesses securely and reliably, enabling global sustainable trade flows. With specialized solutions for growth markets and industries including technology, life sciences and healthcare, engineering, manufacturing & energy, auto-mobility and retail, DHL is decisively positioned as "The logistics company for the world".
Overall Role Purpose: As a Customer Operations Specialist, you will be responsible for:Acts as key contact for allocated customers (AFR)Major Customer Control Tower activitiesAccepts and processes orders for handover to OperationsStays informed on shipment and exception status for allocated customersProactively informs customer on shipment status and exceptionsProvides spot quotations and performs up-and cross-selling on inbound customer callsPass leads onto our Sales departmentHandles customer inquiriesHandles customer requests regarding Go Green topicsTakes and handles any customer complaints; solves customer complaints or assigns tasks to other functionsActs as first contact point for customer claims for notification and reception of claims and respective document collectionBilling of Air Freight Customs shipments, accurately and timely Accountabilities, Customers, Other Stakeholders & Process Possesses the expertise of billing processes in used accounting system and any external system interfaced to main billing system.Supports compliance to policies, procedures and SOPs for Billing processInforms and escalates timely if necessary any issues in billing processAnalyzes process and system problems and makes effective recommendations and process all information with strict attention to accuracyWorks closely with other teams to ensure open lines of communication are maintained and effective customer requests are resolvedKnows all customer billing requirements and maintains close contact with the customerRuns billing programs (automatic or manual interfaces from CW1 and/or external systems) to ensure all services are taxed and invoices (single or bulk) produced based on the data (incl. tax determination code) provided by Operations/Customer service.Creates manual, customer specific and non-transportation billingsProduces monthly reports and assists in month end closing Skills / Qualifications Key Capabilities & Competencies Previous experience in Shipping/International freight forwarding industry in Air-freight and/or Ocean-freight / Import operational roles (advantageous)Minimum two (2) years previous experience in a Customer Operations environment or similarGood knowledge of forwarding business, DGF products (OFR) and business systemsGood knowledge of CS processes and systemsCargoWise & Expedient experience (advantageous)Ability to identify and meet customer needs in a pleasant and friendly mannerExcellent communication and interpersonal skillsGood telephone and E-mail skillsCommercial attitudeGood knowledge in English (verbal/written)Results driven and attention to detailsHigh degree of written, verbal and organisational skills Expected years of experience Previous experience in Shipping/International freight forwarding industry in airfreight and/or Air-freight / Import operational roles (advantageous)Minimum two (2) years previous experience in a Customer Operations environment or similar Qualifications A high-school diploma or an equivalent tertiary qualification Why DHL Global Forwarding? Apart from a competitive remuneration with an incentive scheme; flexibility with our 'Work from Home' policy; an opportunity to join a small positive & friendly team; and the ability to cross-train and offer ongoing career progression we also have some impressive Employee Benefits.
Not only do you get discounts on everything from Health Insurance, Flights, Car Hire, hotel Accommodation, etc. - but you also get to collaborate with a talented team of enthusiastic people working towards a common goal - delivering the best, proactive service for our clients!
Excellence. Simply Delivered. APPLY NOW!...
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