Global Freight Operations Specialist

Employment; Doha; On-site; QAR 89,000 - 134,000; Full time

Job summary

DHL Global Forwarding Qatar is seeking a Transportation Specialist to be the key contact for allocated customers, inform on shipment status, coordinate with stakeholders, and ensure the cycle from rate quote to delivery meets customer expectations.

You will develop relationships with clients, participate in sales visits, support back-office and call-forwarding, and actively handle inquiries, quotes, and contract closures while aiming to improve service quality.

Qualifications

• Good communicative, analytical and administrative skills.
• Responsible, focused and target driven.
• Good organizational skills to manage different Customer requirements and deadlines.
• Good knowledge of forwarding business (Logistics), DHL Global Forwarding products (Land freight, saloodo) and business systems.
• Good knowledge of Customer Service processes and systems.
• Ability to identify and meet customer needs in a pleasant and friendly manner.
• Excellent communication and interpersonal skills.
• Good telephone and E-mail skills.
• Commercial attitude and Ability to prioritize tasks.
• Good knowledge in English (verbal/written).

Responsibilities

• You will develop relationship with allocated customers.
• You will participate in joint Sales visits when necessary.
• You will support Back office and Call forwarding functions by liaising with client as necessary in respect to accepting orders (from customer or overseas office).
• You will proactively inform customer on shipment status, exceptions, and provides intermediate updates on incident solution.
• You will support Customer Implementation by following up on spot quotations and contract closure as may be required.
• You will perform up- and cross-selling (inbound calls) for existing customers and passes on leads to sales.
• You will take and handle customer inquiries e.g. Track and Trace.
• You will review report (generated by the Performance Reporting & Exception specialist) and send them to the customer.
• You will take and register all customer complaints.
• You will ensure the cycle of job from Rate quote to delivery and billing is within Customer expectation.
• You will drive solution of customer complaints by solving it directly or assigning tasks to other function.
• You will take and process customer feedback and asks for CS related feedback (e.g. follow-up on complaint handling).
• You will collaborate closely with Operations and other departments for smooth handling of shipments and continuous updates.
• You will build and manage relationships with both internal and external service providers with the aim of ensuring efficiency in Customer expectation.
• You will monitor and evaluate performance based on agreed requirements and initiate/support improvement actions when process falls short of required performance.
• You will act as the first point of contact for the customer relating to site operation matters and build a good relationship to develop trust and ensure strong engagement.
• You will support continuous improvement through complaint management via GCCS and Performance Dialogues.

Skills

Communicative skills

Analytical skills

Administrative skills

Prioritization

Interpersonal skills

English proficiency

Customer focus

Job description

DHL Global Forwarding Qatar is seeking a Transportation Specialist to be the key contact for allocated customers, inform on shipment status, coordinate with stakeholders, and ensure the cycle from rate quote to delivery meets customer expectations.

You will develop relationships with clients, participate in sales visits, support back-office and call-forwarding, and actively handle inquiries, quotes, and contract closures while aiming to improve service quality.