Specialist- AFR - Military veterans preferred

Join our Air Freight service line at DHL Global Forwarding, Freight (DGFF) GSC – Global Service Centre!

Job Title: Specialist – Air Freight

RCS Grade: M

Job Location: DHL Global Forwarding, Freight (DGFF) GSC, India (Mumbai)

In this role, you will have the opportunity to operate on a segment of service we offer for Air Freight, and be responsible for process & stake holder management, and drive improvements in the process.

Key Responsibilities: Specialist role

• Act as the primary point of contact for key customers, ensuring prompt and accurate response to all inquiries and communications.
• Understand and adhere to customer service commitments including Service Level Agreements (SLAs), Standard Operating Procedures (SOPs), and Work Instructions.
• Monitor shipments proactively using defined tools (e.g., CW1, MyDHLi, Track-n-Trace) to ensure milestone achievement and provide timely updates to stakeholders via email and verbal communication where required.
• Create, analyse, and interpret performance reports (e.g., Power BI reports for missing milestones), identifying root causes and improvement opportunities.
• Manage and escalate exceptions and issues in accordance with the agreed SOP and escalation matrix (RACI chart), ensuring swift resolution through the appropriate channels.
• Collaborate with DGF and airline contacts for issue escalation; ensure communication is channelled correctly without real-time problem resolution responsibilities.
• Maintain accurate documentation of escalations and actions taken; ensure updates are not made directly in CW1 by the 24/7 GSC Monitoring Team.
• Participate in the identification and execution of corrective actions, ensuring all changes are documented and communicated effectively.
• Support the implementation of broader process improvement initiatives by contributing subject matter expertise and operational support as needed.
• Prepare and present reports on performance metrics, customer achievements, and areas of improvement, including content for customer business reviews.
• Update DGF and non-DGF systems as needed to support customer-specific solutions and ensure accurate data recording.
• Work across multiple sectors to ensure service consistency and high standards of operational execution.
• Drive Customer Satisfaction Processes.

Required Skills:

• Strong customer focus with a commitment to delivering exceptional service.
• High attention to detail ensuring accuracy and consistency in work.
• Demonstrates ownership and accountability in all tasks and responsibilities.
• Proven ability to create high-quality content, with proficiency in Excel, PowerPoint, and Power BI (preferred)
• Solid understanding of AFR products and related systems
• Excellent communication skills, both verbal and written
• Strong analytical and problem-solving abilities
• Minimum 3-5 years of experience in Logistics Industry.

Required Qualification & Criteria

• Graduate (Bachelor’s degree from a recognized University in any discipline)
• The applicant must be willing to work in a 24/7 operational environment, including rotational and night shifts.

Join our team at DHL Global Forwarding, Freight (DGFF), Shared Services (GSC), a Great Place to Work certified organization and as a part of a forwarding division, proud recipient of multiple prestigious awards, including Top Employer in India, Top Employer Asia Pacific, and Top Employer Global.

Apply now and embark on an exciting journey with us!

Why Join Our Shared Services (GSC) Team?

At GSC, you will be part of a strong team that respects its employees, society, and the environment. You will interact with people from all over the world and get the chance to experience the unique international spirit of GSC DHL. We offer benefits and programs to help you manage your time at and away from work, enabling a healthy work/life balance. With highly competitive compensation, incentive, and bonus plans, we recognize and reward your hard work.

As one of the top captive shared services globally (recognized by SSON), GSC offers a wide range of interesting job challenges and opportunities in our different Centers based in 4 countries. Our performance management system supports us in recognizing your potential, evaluating your performance, and continuously planning the development of your career within GSC and within our DHL group. We will always enable you to take on responsibility and encourage your growth, personally and professionally.

As the Global Service Center, we offer wide range of services to our business partner spread across more than 100 countries. GSC has experienced, diverse, and passionate team of 4600+, that value adds to our Business Partners through our expertise in process and service management, enabled with technology and robust people culture.

You can us to know more about GSC and hear from our own people.