DHL Global Forwarding Italy is looking for the following position:
n. 1 – Italy Customer Service Desk
Location: United States (New York or New Jersey area)
Reports to: Head of Field Sales, International Business Development & CSS Italy
Key tasks:
• Connect and work mainly with Italy overseas offices about shipment info & data;
• Support sales team with rate card uploaded to cw1, spot quotations, exception management, account overview, invoice auditing programs etc.;
• Cooperate with internal functions such as customer service, product, sales, etc.;
• Resolve recurring issues, and suggest enhancements for import/ export work methods focusing on increasing effectiveness and efficiency;
• Provide customers with a dedicated service representative and single point of contact in the USA organization who understands their needs and drive the communication and execution of these requirements to and within our management, operations and sales;
• Interact with other logistics operations departments/BUs, customer service, finance and warehouse teamto ensure smooth operations;
• Through the role of facilitator, workwith all levels of local and overseas management;
• Build a reliable communication base;
• Italian community building (chamber of commerce, embassy etc.). Build, develop and farm a relationship with these customers in the area you are based;
• Customer retention, develop existing customers and supporting proper implementation of new business;
• Customer facing – Sales calls upon request to further boost local relationship;
• Proactively initiate internal communication and elevate transparency of customer requirements through local and regional management as required
• Coordinate documentation requirements and distribution of customer specific instructions (SOP);
• Ad-hoc customer service support for critical cases on a day-to-day basis;
• Support sales organization on both ends with incoming CSTs;
• Perform root cause analysis, recommend and facilitate implementation of necessary corrective and preventative measures.
Requirements:
• More than 1 or 2 years on Ops/CS roles
• Must have worked at least 1 year with DGF Italy (for Visa purposes)
• Good level in English
• Assignment for at least 3 years ( to be extended + 2 years more)
• Very good knowledge of MS Office Suite, especially Excel
• High understanding of customer needs
• High analytical and problem-solving skills
• High communication and negotiation skills
• Self-directed and proactive working style
• Proven project management skills recommended
As a Trade Lane Customer Service Desk you should have a background in customer service, operations or sales related functions. The position requires good customer service skills and the ability to work with both external and internal customers. Excellent verbal and written communication skills are a must. You should have very good understanding of the logistic and transportation procedures as well as the pricing structure that accompanies the process. Working knowledge of Microsoft Office applications is required.
