AFR Export Customer Relations Supervisor

DHL Global Forwarding; Pasay; On-site; PHP 446,000 - 893,000; Full time

Job summary

DHL Global Forwarding Philippines is seeking an Air Freight Export Operations Coordinator to manage end-to-end air freight export activities, ensuring accurate documentation, timely shipment coordination, and compliant billing and collections. The role emphasizes proactive communication with customers and stakeholders to meet service standards.

You will own shipment files, coordinate with customers, brokers, and airport terminal partners, monitor progress, handle claims coordination, and drive

Job description

To manage end-to-end air freight export operations by ensuring accurate documentation, efficient shipment coordination, timely billing and payment collection, and proactive customer and stakeholder communication in line with operational and compliance standards.

• Own and manage shipment files in accordance with L5 process requirements, quality standards, and service commitments
• Understand customer requirements and ensure operational execution aligns with agreed service expectations
• Acknowledge, review, and process shipment bookings accurately and in a timely manner.
• Build and maintain strong working relationships with customers, suppliers, carriers, and internal stakeholders
• Serve as the primary point of contact for assigned customer accounts. This includes handling green light requests/approvals, customer inquiries, requests, and escalation cases with urgency and professionalism
• Provide proactive shipment updates and communicate any operational exceptions, delays, or irregularities promptly
• Close monitoring of shipment progress and maintain full visibility of shipment status for allocated customers
• Act as the first point of contact for cargo claims notification, claim collection, and coordination with relevant parties
• Collaborate closely with DGF Airport Terminal Operations partner to ensure smooth and timely transfer of shipments to allocated flight schedules
• Coordinate with DGF Broker to secure government permits or certificates required to submit prior to exportation of cargo
• Drive Operational Excellence by achieving compliance targets related to auto rating, auto costing, and data quality
• Escalate and resolve operational issues proactively to minimize service impact.
• Support customer onboarding, implementation activities, and continuous improvement initiatives.
• Participate in customer meetings and joint sales visits when required to strengthen customer relationships and identify growth opportunities.
• Contribute to customer retention through consistent delivery of service excellence and effective stakeholder management.

Close collaboration with CTG (Cartage) and IWS for truck and temporary storage arrangements as needed