Officer, Customer Service (Cartage/ CTG)

DHL Global Forwarding (Malaysia) Sdn. Bhd.; Johor Bahru; On-site; MYR 39,000 - 61,000; Full time

Job summary

DHL Group is seeking an experienced logistics professional to manage end-to-end customer shipments from booking to delivery. The role requires coordinating with airlines, gateways, and internal teams to ensure accurate execution and timely updates for customers.

The ideal candidate has a Diploma or Degree in Logistics with 2+ years in airfreight or forwarding operations, strong communication, and meticulous attention to detail to meet service commitments across the DHL network.

Qualifications

• Diploma or degree in logistics, supply chain or related field required.
• Minimum 2 years of experience in airfreight or logistics/forwarding operations preferred.
• Strong knowledge of transportation processes, customs regulations and shipping documentation.

Responsibilities

• Manage end-to-end customer shipments, ensuring operational excellence and service quality.
• Process and validate customer bookings accurately and timely.
• Coordinate bookings with airlines, gateways and internal teams to ensure on-time execution.
• Monitor shipment lifecycle from booking to delivery and update customers proactively.
• Liaise with origin and destination offices across DHL network for seamless execution.
• Ensure adherence to transit times and service commitments; escalate issues promptly.

Skills

Communication

Coordination

Stakeholder management

Problem solving

Attention to detail

Education

Diploma/Degree in Logistics

Tools

MS Office

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 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.