Key Tasks

Execute customer operations plans and processes to deliver efficient logistics processes
Execute, manage and update orders received via the system including special and non-assigned orders
Ensure flow of goods and information across a customer's global supply chain and provide resolution for order/ delivery issues
Support sales team and respond to operations related requests from the sales team such as quotation, exception deal management, historical account overview, billing corrections, etc.
Undertake delivery of cartage tours, monitor and achieve tour profitability, service quality and timelines
Promptly respond to customer enquiries, including conducting customer visits and understanding of customer requirements
Track the available capacities and ensure optimum utilization as per the set objectives
Resolve issues occurring in operational activities, report to management on events and exceptions, as necessary
Ensure systems are updated with the latest information on product shortages, expected delivery dates, price changes, etc.
Draft reports related to customer inquiries, sales trends, customer complaints, delivery/service problems, reasons for product returns, etc. and evaluate efficiency of operational performance and delivery
Interact with other logistics operations departments, customer service and warehouse team to ensure smooth operations
Comply with operating standards and procedures to provide cost-effective, superior and efficient customer service
Study and resolve issues in day-to-day customer operations and execute practices focusing on increasing effectiveness and efficiency

Stakeholders

Connect with and influence other specialist departments and 3rd parties e.g. external service providers
May convince others to accept new concepts, practices, and approaches
Build strong, trusting cross-functional relationships with DHL managers
Understand customer and key stakeholders interests and concerns and advise direct reports, customers and key stakeholders
Provide technical guidance to line managers and employees

Management Responsibility

Individual contributor who may manage two or fewer employees
May direct the work of other lower level professionals or manage processes and programs
Coach and review the work of lower level professionals

Skills/Qualification / Requirements

CRM, Customer Support, Business Strategy, Quality Control, Account Management, Requirements Analysis, Process Improvement, Project Planning, Operations
Bachelor's Degree or equivalent experience/qualification
3 - 5 years experience
2 years in a supervisory role is an added advantage

Senior Specialist Professional Customer Operations