Manager - Customer Service & Operations

DHL Global Forwarding; Mumbai; On-site; INR 1,200,000 - 2,000,000; Full time

Job summary

DHL Global Forwarding is seeking a Manager of Operations in the Industrial Projects Department in Mumbai. You will oversee daily operations, approvals, and cargo monitoring to ensure timely project delivery and 100% accuracy in CW1 invoicing and E-billing.

You will coordinate with carriers, advise on SRN compliance, and provide real-time updates for informed decision-making. Strong emphasis on customer satisfaction and process excellence.

Qualifications

• Must have 5-6 years of customer service experience in freight forwarding/logistics.
• Bachelor’s degree is required.
• Proficient in handling oversize cargo with shipping documents and CW1.
• Well-connected within industry networks with experience in over-dimensional cargo logistics.

Responsibilities

• Oversee daily operations: cost approvals, vehicle placements, cargo monitoring for project delivery.
• Coordinate bookings with carriers and provide real-time updates to ensure KPI targets.
• Ensure 100% accuracy in CW1 invoicing and E-billing in line with SOPs.

Skills

Customer service

Email writing

Verbal communication

Problem-solving

Attention to detail

Education

Bachelor's degree

Master’s degree in Marketing or BE

Tools

CW1

Job description

About Industrial Projects Department

The Industrial Projects is dedicated to developing and managing industrial project business within a specified area. It focuses on cultivating sustainable relationships with corporate customers by responding to their needs and ensuring exceptional service delivery. The department collaborates internally to generate insightful reports, devise tailored solutions, and maintain efficient operational processes. With a strong emphasis on customer satisfaction, strategic planning, and operational excellence, the Industrial Projects Department plays a pivotal role in driving business growth.

About Industrial Projects Department

The Industrial Projects is dedicated to developing and managing industrial project business within a specified area. It focuses on cultivating sustainable relationships with corporate customers by responding to their needs and ensuring exceptional service delivery. The department collaborates internally to generate insightful reports, devise tailored solutions, and maintain efficient operational processes. With a strong emphasis on customer satisfaction, strategic planning, and operational excellence, the Industrial Projects Department plays a pivotal role in driving business growth.

Job Summary

As a Manager of Operations in IP, oversees daily operations, including cost approvals, vehicle placements, and cargo monitoring for timely project delivery. They coordinate bookings with carriers, ensure compliance with SRN and customer instructions, and provide real-time updates through MMS for effective decision-making. Emphasizing 100% accuracy in CW1 invoicing and E-billing is critical to meeting KPIs, ensuring operational efficiency, customer satisfaction, and project success.

Impact

• Directly impacts the Industrial Project Division by ensuring proper documentation and invoicing post-shipment execution, crucial for business completion.
• Works with internal teams including DGF, customers, and overseas IP offices.

Problem Complexity/Process

• Manages opening and closing of shipment files.
• Ensures accuracy and correctness of shipping documents.
• Maintains organized shipment files and records.
• Coordinates with shippers/consignees for necessary documents.
• Ensures timely and accurate billing following SOPs and achieves 100% accuracy in E-billing.
• Collaborates with Overseas Agents/DHL Network offices for internal billing related to Industrial Projects and O&G shipments.
• Provides timely updates to customers on their requirements and shipment/project statuses.
• Assists the pricing team as needed.
• Ensures proper and timely invoicing to customers according to contractual terms.
• Verifies vendor invoices and ensures timely and accurate payments.

COMPETENCIES

Functional Competencies

• Product Knowledge: In depth understanding of the product including industrial equipment, machinery, and solutions relevant to the projects being pursued.
• Technology Proficient: Understanding of technology like CW1 to integrate with industrial projects, enhancing efficiency and performance.
• Project Management: Ability to plan, execute, and oversee projects within the Industrial Projects Department, ensuring timely completion and adherence to quality standards.
• Customer Service: Strong customer service skills to address inquiries, provide updates, and resolve issues.

Behavioural Competencies

• Agility: Ability to adapt quickly to changing operational needs and environments.
• Continuous Learning: Willingness to learn and improve skills to enhance performance.
• Attention to Detail: Consistently maintaining accuracy and precision in tasks.
• Quality Orientation: Commitment to delivering high-quality results and services.
• Initiative: Taking proactive steps to improve processes or address issues.
• Strategic Planning: Developing and implementing strategic plans to achieve organizational objectives.

WHO CAN APPLY?

Must Have

• 5-6 years of customer service experience preferably in the freight forwarding and logistics industry.
• Bachelor’s degree is required.
• Proficient in handling oversize cargo with expertise in shipping documents, statutory compliance, and internal processes/software like CW1.
• Well-connected within industry networks, possessing sound knowledge and experience in managing over-dimensional cargo logistics effectively.
• Problem-solving skills to address operational challenges.
• Proficient in Email writing and verbal communication with internal and external coordination.

Preferred

Master’s Degree level in Marketing or BE.