Specialist Professional Customer Operations

DHL Global Forwarding; Bayan Lepas; On-site; MYR 60,000 - 90,000; Full time

Job summary

DHL Global Forwarding in Penang, Malaysia, is seeking a Logistics Operations Specialist to execute customer plans and ensure smooth, efficient logistics across global supply chains. You will manage orders, support the sales team, handle inquiries, monitor capacity, and draft performance reports to improve service levels.

The role requires a bachelor’s degree or equivalent and at least 4 years in logistics, with strong communication and time management skills to handle weekend and 24x7

Qualifications

• Bachelor’s degree or equivalent experience is required.
• Minimum 4 years of experience in Logistics, Freight Forwarding, or related field.
• Good communication skills are required.
• Good time management and ability to support on weekend and 24x7 shifts.

Responsibilities

• Execute customer operations plans and processes to deliver efficient logistics processes.
• Execute, manage and update orders received via the system, including special and non-assigned orders.
• Ensure flow of goods and information across a customer’s global supply chain and provide resolution for order/delivery issues.
• Support sales team and respond to operations related requests such as quotations, exception deal management, billing corrections, etc.
• Undertake delivery of cartage tours and monitor tour profitability, service quality and timelines.
• Respond to customer enquiries, including customer visits and understanding customer requirements.
• Track available capacities and ensure optimum utilization per objectives.
• Resolve issues in operational activities and report to management on events and exceptions.
• Update systems with the latest information on shortages, delivery dates, price changes, etc.
• Draft reports on customer inquiries, sales trends, complaints, delivery problems, returns, and evaluate efficiency.

Skills

Communication

Time management

Education

Bachelor’s Degree or equivalent

Job description

• Execute customer operations plans and processes to deliver efficient logistics processes


• Execute, manage and update orders received via the system including special and non-assigned orders


• Ensure flow of goods and information across a customer’s global supply chain and provide resolution for order/ delivery issues


• Support sales team and respond to operations related requests from the sales team such as quotation, exception deal management, historical account overview, billing corrections, etc.


• Undertake delivery of cartage tours, monitor and achieve tour profitability, service quality and timelines


• Promptly respond to customer enquiries, including conducting customer visits and understanding of customer requirements


• Track the available capacities and ensure optimum utilization as per the set objectives


• Resolve issues occurring in operational activities, report to management on events and exceptions, as necessary


• Ensure systems are updated with the latest information on product shortages, expected delivery dates, price changes, etc.


• Draft reports related to customer inquiries, sales trends, customer complaints, delivery/service problems, reasons for product returns, etc. and evaluate efficiency of operational performance and delivery


• Interact with other logistics operations departments, customer service and warehouse team to ensure smooth operations


• Comply with operating standards and procedures to provide cost-effective, superior and efficient customer service


• Study and resolve issues in day-to-day customer operations and execute practices focusing on increasing effectiveness and efficiency

Key Tasks

• Execute customer operations plans and processes to deliver efficient logistics processes


• Execute, manage and update orders received via the system including special and non-assigned orders


• Ensure flow of goods and information across a customer’s global supply chain and provide resolution for order/ delivery issues


• Support sales team and respond to operations related requests from the sales team such as quotation, exception deal management, historical account overview, billing corrections, etc.


• Undertake delivery of cartage tours, monitor and achieve tour profitability, service quality and timelines


• Promptly respond to customer enquiries, including conducting customer visits and understanding of customer requirements


• Track the available capacities and ensure optimum utilization as per the set objectives


• Resolve issues occurring in operational activities, report to management on events and exceptions, as necessary


• Ensure systems are updated with the latest information on product shortages, expected delivery dates, price changes, etc.


• Draft reports related to customer inquiries, sales trends, customer complaints, delivery/service problems, reasons for product returns, etc. and evaluate efficiency of operational performance and delivery


• Interact with other logistics operations departments, customer service and warehouse team to ensure smooth operations


• Comply with operating standards and procedures to provide cost-effective, superior and efficient customer service


• Study and resolve issues in day-to-day customer operations and execute practices focusing on increasing effectiveness and efficiency

Stakeholders

• Connect with and influence other specialist departments and 3rd parties e.g. external service providers


• May convince others to accept new concepts, practices, and approaches


• Build strong, trusting cross-functional relationships with DHL managers


• Understand customer and key stakeholders interests and concerns and advise direct reports, customers and key stakeholders


• Provide technical guidance to line managers and employees

Management Responsibility

• Individual contributor who may manage two or fewer employees


• May direct the work of other lower level professionals or manage processes and programs


• Coach and review the work of lower level professionals

Job Requirement

• Bachelor’s Degree or equivalent experience/qualification


• Minimum 4 years of experience in Logistics, Freight Forwarding, or related field


• Good communication skill is required


• Good time management & able to support on weekend and public holidays and 24x7 work shift

Results-driven, proactive, and adaptable to changing business needs and withstand pressure