Currently, we are seeking for a Customer Service & Operations Coordinator. In this role, the successful candidate will be responsible to Communicate and effectively assist customers with enquiries on phone, email or face-to-face and update them on the progression of their shipments.
Deutsche Post DHL (DPDHL) is the logistics provider of the world with over 520,000 employees in more than 220 countries and territories. DHL Global Forwarding, Freight (DGFF) is the Group's air, ocean and road freight specialist. We offer standardized transport as well as highly specialized end-to-end solutions to customers in a wide range of industries globally.
Connecting People. Improving Lives.
Currently, we are seeking for a Customer Service & Operations Coordinator. In this role, the successful candidate will be responsible to Communicate and effectively assist customers with enquiries on phone, email or face-to-face and update them on the progression of their shipments.
Key Responsibilities:
Customer Service:
- Identify and assess customers’ needs to achieve satisfaction
- Build sustainable relationships and trust with customers through open and interactive communication
- Follow communication procedures, guidelines and policies
- Handle customer complaints, by investigating and providing appropriate solutions and alternatives within the time limits
- Keep records of customer interactions, process customer accounts and file documents
- Manage large amounts of incoming emails and calls
- Generate sales leads
- Meet personal/customer service team sales targets and call handling quotas
- Constantly work on Customer Engagement by going the extra mile
- Develops relationship with allocated customers
- Participates in joint Sales visits if necessary
- Accepts all orders (from customer or overseas office) and processes them for handover to Operations
- Proactively informs customer on shipment status, exceptions and provides intermediate updates on incident solution
- Provides spot quotations and closes contract
- Performs up- and cross-selling (inbound calls) for existing customers and passes on leads to Sales
- Takes and handles customer inquiries, e.g. Track and Trace
- Takes and registers all customer complaints
- Drives solution of customer complaints by solving it directly or assigning tasks to other function
- Acts as first contact point for customer claims
- Takes and processes customer feedback
- Collaborates closely with customs Operations and other departments for smooth handling of shipments and continuous updates
- Any cognate duties
AFR Import/Export
- Operate file in a timely manner according to one file one operator
- Send all relevant documents to customers and stakeholders pertaining to their consignment or shipment within a timely basis
- Process documents on system as required by the different stakeholders
- Inform and escalate any pertinent issues impacting on the day-to-day operations to your superior or different stakeholders with whom you are dealing
- Ensure close follow up with the Finance or Sales departments to avoid any discrepancies in the daily tasks
- Maintain a high standard of service by constantly working on the improvement and optimization of Import / Export / CDZ
- Any cognate duties
- Billing on time and closing the file as per defined process
Skills & Qualifications:
- Diploma level or equivalent by experience
- PC Skills: Good knowledge of Microsoft Office, intermediate experience in MS Excel.
- Good knowledge of forwarding business
- Good knowledge of Customer Services 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
- Good knowledge in English (verbal/written)
- Ability to work under pressure and extra hours.
- Problem solving skills
Competencies:
- Analytical
- Excellent communication skills
- Customer service focus
- Fluent in French and English
- Attention to detail
- Self-starter
- Time management
- Problem solver
- Team player
We offer:
- Opportunities in a global company where you can contribute your ideas and skills to move towards our shared goals
- Possible further career development
- Competitive salary