Specialist Professional Customer Operations

Deutsche Post; George Town; On-site; MYR 60,000 - 90,000; Full time

Job summary

Deutsche Post in Malaysia is seeking an experienced logistics operations specialist to execute customer plans, manage orders, and ensure smooth global supply flow. You will support the sales team, handle inquiries, and monitor tour profitability and service quality.

You will coordinate with warehouse, service providers and other departments, respond to issues promptly, and uphold cost-efficient, high-standard customer service in a 24x7 shift environment.

Qualifications

• Bachelor's Degree or equivalent in a related field.
• Minimum 4 years' experience in Logistics or Freight Forwarding.
• Excellent communication and time management skills.

Responsibilities

• Execute customer operations plans and processes to deliver efficient logistics.
• Manage and update orders 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 with quotations, exception deal management, and billing corrections.
• Deliver cartage tours, monitor profitability, service quality and timelines.
• Respond to customer enquiries, including conducting customer visits and understanding requirements.
• Track available capacities and ensure optimum utilization according to objectives.
• Resolve issues in operational activities and report events/exceptions to management.
• Ensure systems are updated with latest information on shortages, delivery dates, price changes.
• Draft reports on customer inquiries, sales trends, complaints, delivery problems, returns reasons.
• Interact with other logistics operations departments, customer service and warehouse team for smooth operations.
• Comply with standards to provide cost-effective, superior customer service.
• Study and resolve day-to-day issues to increase efficiency.

Skills

Good communication

Time management

Flexibility for weekends/holidays/24x7

Education

Bachelor's Degree or equivalent

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

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