Officer, Customer Service (Cartage/ CTG)

DHL Group; Johor Bahru; Vor Ort; MYR 42.000 - 65.000; Vollzeit

Zusammenfassung

DHL Global Forwarding is seeking an experienced logistics professional in Johor Bahru to manage end-to-end customer shipments. You will ensure operational excellence, service quality, and global network coordination for Cartage and Airfreight, acting as the main liaison between customers and operations.

Responsibilities include processing bookings, coordinating with airlines and internal teams, monitoring shipment lifecycles, and maintaining strong customer relationships while meeting KPIs and

Qualifikationen

• Diploma/degree in logistics or related field.
• Minimum 2 years in airfreight or logistics operations.
• Strong communication and coordination skills.
• Customer-focused and detail-oriented.
• Ability to work in a fast-paced environment.

Aufgaben

• Receive, validate, and process customer booking requests promptly and accurately.
• Execute shipments and follow through in a timely manner.
• Ensure completeness and accuracy of shipment details (cargo specs, Incoterms, docs).
• Coordinate booking with airlines, gateways, and internal ops teams.
• Oversee end-to-end shipment lifecycle from booking to delivery.
• Coordinate with warehouse, gateway, and transport teams for timely uplift.
• Liaise with origin/destination offices across the DGF network.
• Ensure adherence to transit times and service commitments.
• Identify and manage disruptions; escalate issues promptly.
• Drive resolution with urgency to minimize customer impact.
• Serve as primary contact for assigned customers.
• Provide proactive updates, delays, and advisory support.
• Manage expectations and maintain high customer satisfaction.
• Build relationships for key strategic accounts.
• Adhere to KPIs: on-time delivery and update accuracy.
• Collaborate with Sales on onboarding and retention.
• Support new business and service implementations.

Kenntnisse

Communication skills

Coordination

Stakeholder management

Problem solving

Customer-focused

Attention to detail

MS Office

Logistics systems

Ausbildung

Diploma or Degree in Logistics

Tools

Microsoft Office (Word, Excel, PowerPoint)

Logistics systems

Jobbeschreibung

The incumbent is responsible for managing end-to-end customer shipments, ensuring operational excellence, service quality, and compliance with DHL Global Forwarding standards. The role serves as the primary interface between customers, operations, and global network offices to ensure timely and accurate execution of Cartage (CTG) and Airfreight (AFR) shipments.

Job Responsibilities

• Receive, validate, and process customer booking requests in a timely and accurate manner
• To execute shipments and follow through in timely manner.
• Ensure completeness and accuracy of shipment details including cargo specifications, Incoterms, and documentation requirements
• Coordinate booking arrangements with airlines, gateways, and internal operations teams
• Oversee and monitor end-to-end shipment lifecycle from booking to final delivery
• Coordinate closely with warehouse, gateway, and transport teams to ensure timely uplift and movement
• Liaise with origin and destination offices across the DGF network to ensure seamless execution
• Ensure adherence to agreed transit times and service commitments
• Proactively identify and manage operational disruptions such as transportation delays, rollovers, or documentation discrepancies
• Escalate critical issues in a timely manner to relevant stakeholders
• Drive effective resolution with a strong sense of urgency to minimize customer impact
• Act as the primary point of contact for assigned customers
• Provide proactive shipment updates, delay notifications, and advisory support
• Manage customer expectations and ensure high levels of customer satisfaction
• Build and maintain strong customer relationships, particularly for key strategic accounts
• Ensure adherence to key performance indicators, including:
• On-time delivery performance
• Accuracy and timeliness of milestone updates
• Collaborate with Sales and Account Management teams on customer onboarding and retention.
• Support implementation of new business and service requirements

Requirements

• Diploma or Degree in Logistics, Supply Chain, or related field.
• Minimum 2 years of experience in airfreight or logistics/ Forwarding operations (preferred)
• Strong knowledge of transportation processes, customs regulations and shipping documentation
• Excellent communication (both written and verbal), coordination and stakeholder management skills
• Customer-focused, detail-oriented and able to work effectively in a fast-paced environment
• Strong problem-solving skills with a sense of urgency and accountability
• Proficient in logistics systems and Microsoft Office applications (Word, Excel & PowerPoint)
• Able to manage high shipment volumes, key accounts, and changing operational priorities
• Comfortable working closely with regional and global network teams
• This position is located at Medini Iskandar, Johor

We apologize if you are not contacted. Only shortlisted candidates will be contacted to proceed with pre-screening.

We are committed to equal opportunity and reject any forms of discrimination. The basis for employee selection at DHL Group is qualification, performance, skills and experience.

Thank you for choosing DHL Global Forwarding as your Employer of Choice.