Customer Operations Specialist – DHL eCom Cross-Border Solutions Italy
Location: Rome, Italy (alternatively Milan)
Employment Type: Temporary (Maternity Leave Replacement, 5-6 months)
DHL eCommerce Cross-Border Solutions Italy is seeking a highly motivated, detail-oriented, and proactive Customer Operations Specialist to join our dynamic team. In this role, you will be instrumental in ensuring the smooth onboarding of customers, managing customer contracts, and supporting the efficient execution of our operational processes within the rapidly growing cross-border eCommerce sector. You will work with various departments, including Sales, IT, and Customer Service, to enhance operational efficiency and deliver top-tier service to our clients.
DHL Cross-Border Solutions is part of DHL eCommerce, the newest member of the DHL family. Our mission is to become a European leader in cross-border parcel delivery by developing customized shipping solutions for international eCommerce customers. As a rapidly expanding business in the eCommerce logistics space, we are focused on operational excellence, helping clients navigate the complexities of cross-border shipping while continuously innovating to meet their needs.
As a Customer Operations Specialist, you will play a key role in onboarding new customers smoothly, overseeing daily operations, and supporting the ongoing improvement of our service offerings to ensure they meet the diverse needs of our global clientele.

QUALIFICATIONS:

• 1-3 years of working experience in Sales support or other business administration roles
• Professional proficiency in Italian and good English (both written and spoken)
• German language skills would be an additional asset
• Commercial logistics understanding

• Customer Onboarding & Contract Management:
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• Collaborate with the Sales Team for aftersales activities, including creating contracts, activating customer codes, and opening shipping portals

• Support the GPI process
• Manage legal mail and incoming messages
• Support customers/partners with the creation of transportation documents
• Provide billing support
• Operations Focus:
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• Monitor shipments from Italy to injection hubs

• Control and communicate returns coming back from European consolidation centers
• PManage linehaul schedules, perfom system entries to track punctuality and monitor performance
• Activate customer pick-ups