Air Freight Import Customer Service Liaison Specialist

6 days ago

Melbourne, Victoria, Australia Dhl Global Forwarding (Australia) Pty Ltd. Full time

We are seeking an experienced Air Freight Import Customer Operations Specialist to join our team in Melbourne, Australia. As a key member of our Air Freight Customer Operations Team, you will be responsible for providing exceptional customer service and ensuring smooth import operations.

Job Description

The successful candidate will have a minimum of two years of experience in a customer operations environment, with a strong knowledge of forwarding business, DGF products, and business systems. They will also possess excellent communication and interpersonal skills, with the ability to identify and meet customer needs in a pleasant and friendly manner.

The role involves acting as a key contact for allocated customers, accepting and processing orders, staying informed on shipment and exception status, and proactively informing customers on shipment status and exceptions. The candidate will also provide spot quotations, perform up-and cross-selling, and handle customer inquiries, requests, and complaints.

Responsibilities
  • Act as key contact for allocated customers (AFR)
  • Major Customer Control Tower activities
  • 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
  • Passes 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 Air Freight Customs shipments, accurately and timely
Accountabilities, Customers, Other Stakeholders & Process
  • Possesses the expertise of billing processes in used accounting system and any external system interfaced to main billing system
  • Supports compliance to policies, procedures and SOPs for Billing process
  • Informs and escalates timely if necessary any issues in billing process
  • Analyzes process and system problems and makes effective recommendations and process all information with strict attention to accuracy
  • Works closely with other teams to ensure open lines of communication are maintained and effective customer requests are resolved

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