Logistics Customer Success & Claims Liaison

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

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.