We have an exciting opportunity for a full-time Senior Air Freight Import Customer Operations Specialist who has recently become available. This role is in our Airfreight Team in our
Perth International Airport
office.
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 Senior Airfreight Import Customer Operation Specialist, you will work closely with the Air Freight Import Forwarding Manager and have experience in the below daily responsibilities:
Acts as key contact for allocated customers (AFR)
Accepts and processes orders for handover to Operations
Stays informed on shipment and exception status for allocated customers
Proactively informs customer on shipment status and exceptions
Provides spot quotations and performs up-and cross-selling on inbound customer calls
Pass leads onto our Sales department
Handles customer inquiries
Handles customer requests regarding Go Green topics
Takes and handles any customer complaints; solves customer complaints or assigns tasks to other functions
Acts as first contact point for customer claims for notification and reception of claims and respective document collection
Billing of Air Freight Customs shipments, accurately and timely
Accountabilities
Customer, Other Stakeholder & 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 process
Informs and escalates timely if necessary any issues in billing process
Analyzes process and system problems and makes effective recommendations and processes all information with strict attention to accuracy
Works closely with other teams to ensure open lines of communication are maintained and effective customer requests are resolved
Knows all customer billing requirements and maintains close contact with the customer
Runs 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 billings
Produces monthly reports and assists in month end closing
Skills / Qualifications
Key Capabilities & Competencies
Minimum 5 years of experience in a freight forwarding industry and/or operational role
Sound knowledge of freight forwarding and logistics in general
Previous experience in Shipping/International freight forwarding industry in Airfreight and/or Ocean-freight / Import operational roles (advantageous)
Minimum two (2) years previous experience in a Customer Operations environment or similar
Good knowledge of forwarding business, DGF products (OFR) and business systems
Good knowledge of CS processes and systems
CargoWise & Expedient experience (advantageous)
Ability to identify and meet customer needs in a pleasant and friendly manner
Excellent communication and interpersonal skills
Good telephone and E-mail skills
Commercial attitude
Good knowledge of English (verbal/written)
Results-driven and attention to details
High degree of written, verbal and organisational skills
Proven hands-on experience in used accounting systems is preferred
Solid experience in MS Excel (e.g. Pivot Tables, charts, etc.) is preferred
Strong analytical skills
Expected years of experience
Five years of experience in general accounting, invoicing, customer service or operations
Previous experience in Shipping/International freight forwarding industry in airfreight and/or Airfreight / Import operational roles (advantageous)
1-3 years of experience in general accounting, invoicing, customer service or operations
Minimum two (2) years of 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.
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