Customer Relations Specialist

3 weeks ago

Doha, Qatar DHL Full time

**Customer Relations Specialist - Ocean Freight**

Would you like to be part of the most international company in the world? A company operating in more than 220 countries worldwide and has been pioneering cross-border express shipping since 1969. Would you like to be part of a business that connects people across the globe and want to make a difference? Then waste no time and join our amazing team at Deutsche Post DHL (DPDHL). 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.

DHL Global Freight Forwarding Qatar has an opening for a **Customer Relations Specialist - Ocean Freight **where you will act as a key contact for allocated customers, informing on shipment and exception status, coordinate with all stakeholders and content experts to achieve seamless implementation and ensures the cycle of job from Rate quote to delivery and billing is within customer expectation. Join us now in connecting people and improving lives.

**In this Customer Relations Specialist - Ocean Freight position**
- You will develop relationship with allocated customers and participate in joint Sales visit 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 and 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 escalate issues if required.
- You will build and manage relationships with both internal and external service providers with the aim of ensuring efficiency in Customer expectation.
- You will advise customers on import and export restrictions, tariff systems, insurance requirements, quotas, or other customs-related matters.
- You will monitor or trace the location of goods and monitor inventories of products or materials.
- You will confer with officials in various agencies to facilitate clearance of goods through customs and quarantine.
- 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.

**Now, here’s what we need from you**
- Good communicative, analytical and administrative skills
- Good organizational skills to manage different Customer requirements and deadlines
- Good knowledge of forwarding business (Logistics), DHL Global Forwarding OFR product and business systems
- Good knowledge of Customer Service processes and systems
- Excellent communication and interpersonal skills
- Good telephone and E-mail skills
- Good knowledge in English (verbal/written)

**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

**Why join DHL Global Forwarding?**

Our **TOP EMPLOYER prestigious certification** attests to our best-in-class efforts to attract and retain talent by fostering a positive work environment and encouraging personal and professional development among employees. The development of talented women in our organization will be a focus for us and an important part of our DGF Strategy 2025.

We aspire to become the undisputed leader in our industry, **when people think of forwarding; we want them to think DGF **because we have:

- The** largest global network** with more than ~30,000 passionate employees
- The most **efficient processes** and **fastest response times**:

- The **best solutions** and **best customer service**

**Our Vision**:The Logistics Company for the World.

**Our Mission**:Excellence. Simply Delivered.
**Our Purpose**:Connecting People, improving lives.
**Our Values**:Respect & Results
**Our Goals**:Em

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