Expert - Control Tower - Military veterans preferred

CONNECTING PEOPLE – IMPROVING LIVES

DHL Global Forwarding is one of the world’s leading logistics providers, providing air, OMS and ocean freight forwarding services. At GSC (Global Service Center), as the captive Shared Service Provider for DHL Global Forwarding and DHL Freight, we are proud to have nearly 5.000 colleagues across six service delivery centers on a mission to deliver best-in-class business through 12 service lines. Day by day we strive to create a great employee experience, we are proud to be awarded as a Great Place to Work.

YOUR CAREER, DELIVERED

Join DGF Global Service Center Budapest - we are looking for Agents in Order Management Solution (OMS) service line!

Position name: AFR/OFR Expert -  Control Tower

The primary objective of this role is to ensure fast, accurate, and efficient service to customers, thereby contributing to high levels of customer satisfaction.

The Customer Service Specialist is responsible for maintaining primary contact with assigned customers, including receiving and recording orders, answering questions and handling requests, solving problems in close cooperation with internal departments and international teams, managing complaints, issuing spot rate offers, tracking shipments, and maintaining accurate customer reports.

Key Responsibilities:

• Serve as the primary point of contact for customers
• Maintain and develop strong, long-term customer relationships
• Receive and process customer bookings and instructions
• Monitor shipments on a continuous basis
• Communicate shipment status updates and potential issues proactively
• Take immediate corrective and preventive actions when service failures are at risk, including proper escalation
• Coordinate issue resolution with relevant stations, regions, and control tower teams
• Provide spot quotes to customers when required
• Prepare and send invoices on time, monitor payments and disputes
• Manage damage or loss claims based on customer agreements
• Respond to customer inquiries and requests
• Handle and resolve customer complaints, involving relevant departments if needed
• Prepare and send regular customer performance reports
• Analyze and report delivery performance on a regular basis
• Ensure compliance with contractual KPIs
• Initiate and follow up on quality improvement measures
• Manage the implementation of new projects and ensure regional alignment
• Follow and update Standard Operating Procedures
• Complete all administrative tasks accurately and on time
• Support other ad-hoc tasks assigned by the line manager

Requirements:

• Education: University or secondary education in a relevant field
• Preferred qualifications: Knowledge in freight forwarding, logistics, or international trade
• Specialized knowledge (preferred):
  • Sea and air freight operations
  • Customer service processes
• Experience:
  • 1–3 years of experience in a similar role (air or ocean freight, customer service)
• Language skills:
  • Active English proficiency (at least intermediate level), both written and verbal
• Technical skills:
  • Proficient in MS Office
  • Knowledge of DHL products, customer service and GSC/Control Tower processes is an advantage
  • Familiarity with CW1 or similar business systems is a plus

Key Competencies:

• Strong customer focus
• Professional dedication
• Team player
• Proactive approach
• Analytical mindset
• Excellent communication skills
• High level of empathy

OTHER INFORMATION YOU MAY NEED TO KNOW

• Our DHL Building is located at BUD International Airport.
• We work from 8:00 to 17:00, with 1 hour lunch break.
• As an agent working closely with stations located in other European countries, you may be required to work on Hungarian national holidays – for which you will be compensated in accordance with the Hungarian Labor Code.

After submitting your application, we try to review your CV as soon as possible.

If we find you would be a good fit for one of our open positions, we will contact you shortly by phone. First you will be invited for a 30-minutes Teams interview, and if both you and team manager think it’s a match, then we would like to meet you in person in our office.

After a successful personal interview, you will receive an official letter of intent, and after your written acceptance it is time for us to prepare for your onboarding.

We can’t wait to welcome you to our team!