Specialist Professional Customer Operations

DHL Germany; Bayan Lepas; On-site; MYR 100,000 - 150,000; Full time

Job summary

A global logistics leader in Penang is seeking an individual contributor to manage customer operations, ensuring efficient logistics processes. The role involves supporting sales teams, managing orders, and ensuring the smooth flow of goods across the supply chain. The ideal candidate will have strong problem-solving skills and the ability to interact effectively across departments. This position offers the opportunity to work in a dynamic environment within a respected organization.

Responsibilities

• Execute customer operations plans and efficient logistics processes.
• Manage and update orders received via system.
• Ensure flow of goods and information across supply chain.
• Support sales team and respond to operations related requests.
• Monitor and achieve tour profitability and service quality.
• Respond to customer enquiries and conduct visits.
• Track available capacities for optimum utilization.
• Resolve issues in operational activities and report events.
• Update systems on product shortages and delivery dates.
• Draft reports on customer inquiries and operational performance.
• Work with logistics operations, customer service, and warehouse teams.
• Comply with standards to provide superior customer service.
• Study and resolve day-to-day customer operations issues.

Job description

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