Ocean Freight Customer Operations Specialist

at  DHL

We have an exciting opportunity for an Ocean Freight Customer Operations Specialist that has recently become available. This role is in our Ocean Freight Customer Operations Team in our Sydney (Matraville) office.

SKILLS/QUALIFICATIONS

§ Minimum 12 months experience in a freight forwarding industry and/or operational role
§ Sound knowledge of freight forwarding and logistics in general
§ Previous experience in Shipping/International freight forwarding industry in airfreight and/or ocean-freight / Import operational roles (advantageous)
§ Minium two (2) years previous experience in a Customer Operations environment or similar
§ Good knowledge of forwarding business, DGF products (OFR) and business systems
§ Good knowledge of CS processes and systems
§ CargoWise & Expedient experience (advantageous)
§ 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)
§ Results driven and attention to details
§ High degree of written, verbal and organisational skills
§ Proven hands-on experience in used accounting system is preferred
§ Solid experience in MS Excel (e.g. Pivot Tables, charts, etc.) required
§ Strong analytical skills

As a Customer Operations Specialist, you will be responsible for:

• Acts as key contact for allocated customers (OFR)
• Accepts and processes orders for handover to Operations
• Stays informed on shipment and exception status for allocated customers
• Proactively informs customer on shipment status and exceptions
• Provides spot quotations and performs up-and cross-selling on inbound customer calls
• Pass leads onto our Sales department
• Handles customer inquiries
• Handles customer requests regarding Go Green topics
• Takes and handles any customer complaints; solves customer complaints or assigns tasks to other functions
• Acts as first contact point for customer claims for notification and reception of claims and respective document collection
• Billing of Ocean Freight Customs shipments, accurately and timely