Expert-AFR - Military veterans preferred

Join our “Air Freight Team” at DHL Global Forwarding, Freight (DGFF) GSC – Global Service Centre!

Job Title: Expert-AFR

Job Grade – L

In this role, you will be customer facing, collaborating with multiple stakeholders, internal & external, to drive efficient and seamless Air freight forwarding operations, with proactive engagements, and providing exceptional service to business partners and clients. This role acts as a bridge between customers & DHL network.

Key Responsibilities:

• Operational responsibility of AFR files for assigned customers (signed of by regional AFR head)
• Data management incl. leveraging other GSC teams for recommended services including respective handover
• Respond to customers consistently and confidently by providing accurate information in areas such as shipment status and tracking, documentation requirements, transit time and prices (through phone calls and emails as required).
• Issue spot quotes, process orders, organize, book, monitor and track shipments, also facilitate invoicing.
• Proactively identify risks, potential problems, and collaborate with stations to mitigate/resolve, or report to management on events and exceptions, as necessary. Simultaneously send proactive updates to the customer.
• Meet all commitments to the customers in terms of follow-up/ongoing communication.
• Maintain compliance with KPIs, SOPs, and regulations.
• Follow up with DGF operations for booking/schedule/pre-alerts. Validate and share details with the customer.
• Enhance service experience in DHL by exercising professionalism and empathy when dealing with each individual customer's varying needs and demands.
• Record any customer complaints; solves customer complaints or assigns tasks to other functions as per the process.
• Well versed with Freight forwarding terms specially incoterms and ways to connect locally to offer best solution to end customer.
• Manage and send customer reports.

Required Skills/Abilities:

• Professional experience: 2-3 Years of experience in a similar field (air transport) as a freight forwarder is required.
• Education: Graduation is required.
• Preferred qualification: Knowledge of freight forwarding, logistics, foreign trade.
• Preferred special professional skills: Knowledge of sea/ocean or air transport.
• Language knowledge: Active knowledge of the English language at least at an intermediate level, both spoken and written, is a must.
• Technical skills: MS Office user-level knowledge is a must; strong Excel knowledge is preferred.
• Business system: (CargoWise/TMS) knowledge is required.
• Skills and competences:
  • Customer focus, customer service approach
  • Pro-active, problem-solving attitude
  • Team player mentality
  • Analytical skills, attention to details
  • Communication skills