Officer, Customer Service (Cartage/ CTG)

DHL Global Forwarding; Johor Bahru; On-site; MYR 34,000 - 52,000; Full time

Job summary

DHL Global Forwarding is seeking a logistics professional in Medini Iskandar, Johor to manage end-to-end customer shipments, ensuring on-time delivery and high service quality. You will coordinate with airlines, operations, and global offices to execute Cartage and Airfreight shipments efficiently.

The role requires a Diploma/Degree in Logistics or related field and at least 2 years of airfreight or forwarding experience.

Qualifications

• 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.

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 and milestone updates.
• Collaborate with Sales and Account Management teams on customer onboarding and retention.
• Support implementation of new business and service requirements.

Skills

Communication skills

Coordination

Stakeholder management

MS Office

Logistics systems

Education

Diploma or Degree in Logistics/Supply Chain

Tools

MS Office (Word, Excel, PowerPoint)

Logistics software

Job description

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

We are expecting the incumbent to meet these 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 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.