Executive, Customer Service

DHL Global Forwarding; Bayan Lepas; On-site; MYR 67,000 - 100,000; Full time

Job summary

DHL Global Forwarding in Penang, Malaysia is seeking a Customer Service/Logistics Support role to act as the primary contact for allocated customers, process orders for handover to Operations, and keep customers updated on shipment status and exceptions.

The role involves spot quotations, up- and cross-selling, handling inquiries, and supporting Go Green initiatives. You will also manage complaints, claims, and collaborate with Sales and Operations to ensure smooth shipments.

Qualifications

• Must have background in Logistics, Customer Service, Freight Forwarding, or a related field.
• Must have experience in Customer service.
• Good communication skill is required.
• Good time management and able to support on weekend and public holidays (if required).
• Proficiency in MS Office applications.

Responsibilities

• Acts as key contact for allocated customers and processes orders for handover to Operations.
• Stays informed on shipment and exception status for allocated customers and informs customers.
• Provides spot quotations and performs up- and cross-selling on inbound customer calls; passes leads to Sales.
• Handles customer inquiries and requests, including Go Green topics and Track & Trace questions.
• Takes and handles customer complaints and drives resolution with other functions.
• Acts as first contact point for customer claims; collects required documents and supports claims handling.
• Develops relationships with allocated customers and participates in joint Sales visits when needed.
• Collaborates with Operations and other departments for smooth shipment handling and provides intermediate incident updates.

Skills

Customer service

Communication skills

Time management

Tools

Microsoft Office

Job description

• Acts as key contact for allocated customers
• 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
• Passes on leads to Sales
• Handles customer requests with regard to 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
• Develops relationship with allocated customers
• Participates in joint Sales visits if necessary
• Accepts all orders (from customer or overseas office) and processes them for handover to Operations
• Proactively informs customer on shipment status, exceptions and provides intermediate updates on incident solution
• Provides spot quotations and closes contract
• Performs up- and cross selling (inbound calls) for existing customers and passes on leads to Sales
• Takes and handles customer inquiries, e.g. Track and Trace
• Takes customer requests with regard to Go Green topics and informs Regional Go Green Head
• Reviews reports (generated by the Performance Reporting & Exception Specialist) and sends them to the customer
• Takes and registers all customer complaints
• Drives solution of customer complaints by solving it directly or assigning tasks to other function
• Acts as first contact point for customer claims; supports customer in notification and reception of claims, provides DGF claims documents, collects required documents from claimant and hands over to specialized claims handlers when documents are complete
• Takes and processes customer feedback and asks for CS related feedback (e.g. follow-up on complaint handling)
• Collaborates closely with Operations and other departments for smooth handling of shipments and continuous updates
• Escalates issues, if required

Key Tasks

• Acts as key contact for allocated customers
• 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
• Passes on leads to Sales
• Handles customer inquiries
• Handles customer requests with regard to 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
• Develops relationship with allocated customers
• Participates in joint Sales visits if necessary
• Accepts all orders (from customer or overseas office) and processes them for handover to Operations
• Proactively informs customer on shipment status, exceptions and provides intermediate updates on incident solution
• Provides spot quotations and closes contract
• Performs up- and cross selling (inbound calls) for existing customers and passes on leads to Sales
• Takes and handles customer inquiries, e.g. Track and Trace
• Takes customer requests with regard to Go Green topics and informs Regional Go Green Head
• Reviews reports (generated by the Performance Reporting & Exception Specialist) and sends them to the customer
• Takes and registers all customer complaints
• Drives solution of customer complaints by solving it directly or assigning tasks to other function
• Acts as first contact point for customer claims; supports customer in notification and reception of claims, provides DGF claims documents, collects required documents from claimant and hands over to specialized claims handlers when documents are complete
• Takes and processes customer feedback and asks for CS related feedback (e.g. follow-up on complaint handling)
• Collaborates closely with Operations and other departments for smooth handling of shipments and continuous updates
• Escalates issues, if required

Job requirements

• Must have background in Logistics, Customer Service, Freight Forwarding, or a related field.
• Must have experience in Customer service
• Good communication skill is required
• Good time management & able to support on weekend and public holidays (if required)
• Proficiency in MS Office applications
• Results-driven, proactive, and adaptable to changing business needs and withstand pressure