Global Customer Operations Lead

DHL Global Forwarding; Bayan Lepas; On-site; MYR 90,000 - 150,000; Full time

Benefits offered by this job

Hospitalization/Medical benefits

Job summary

DHL Global Forwarding in Bayan Lepas, Malaysia seeks an experienced customer operations professional to implement plans and deliver efficient logistics processes across complex orders. You will coordinate a global supply chain flow, resolve delivery issues, and support sales with quotations and billing corrections.

The role emphasizes proactive customer service, capacity monitoring, and performance reporting, while guiding junior teammates and ensuring adherence to standards.

Qualifications

• Experience > 6 years.
• Bachelor’s degree in a related field is required.

Responsibilities

• Implement customer operations plans and processes to deliver efficient logistics processes.
• Deliver and manage large orders in the system, including special/non-assigned orders.
• Coordinate flow of goods/information across a customer’s global supply chain and resolve complex order/delivery issues.
• Provide proactive support to sales and respond to operations requests (quotations, billing corrections, etc.).
• Manage cartage tours, monitor profitability, service quality and timelines.
• Respond to customer enquiries; conduct visits and understand customer requirements.
• Monitor capacities and optimize utilization per objectives.
• Resolve complex operational issues and report events/exceptions to management.
• Keep systems updated on shortages, delivery dates, price changes, etc.
• Prepare reports on inquiries, sales trends, complaints, delivery issues, returns, etc.
• Interface with customers, logistics ops, customer service and warehouse for smooth operations.
• Adhere to operating standards to provide cost-effective, superior customer service.
• Resolve day-to-day issues and coach junior team members.

Skills

CRM

Customer Support

Business Strategy

Quality Control

Account Management

Requirements Analysis

Process Improvement

Project Planning

Operations Management

Supply Chain Management

Warehouse Management

Order Processing

Tracking

Delivery

Returns

Sales

Pricing

Forecasting

Technology Trends

E-Commerce

DHL Business Knowledge

Business Processes

Market Research

Project Management

Stakeholder Management

Influencing

Feedback

Presentation

Storytelling

Facilitation

Education

Bachelor’s degree

Job description

DHL Global Forwarding in Bayan Lepas, Malaysia seeks an experienced customer operations professional to implement plans and deliver efficient logistics processes across complex orders. You will coordinate a global supply chain flow, resolve delivery issues, and support sales with quotations and billing corrections.

The role emphasizes proactive customer service, capacity monitoring, and performance reporting, while guiding junior teammates and ensuring adherence to standards.