2025-09-25 DHL (https://group.dhl.com/en.html)
Other
/yr
full-time
employee
Bayan Lepas Malaysia
Job description:
Perform day to day arrangement and handle customer request
Acts as key contact for allocated customers
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 on leads to Sales
Handles customer inquiries
Handles customer requests with regard to 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
Develops relationship with allocated customers
Participates in joint Sales visits if necessary
Accepts all orders (from customer or overseas office) and processes them for handover to Operations
Proactively informs customer on shipment status, exceptions and provides intermediate updates on incident solution
Provides spot quotations and closes contract
Performs up- and cross selling (inbound calls) for existing customers and passes on leads to Sales
Takes and handles customer inquiries, e.g. Track and Trace
Takes customer requests with regard to Go Green topics and informs Regional GoGreen Head
Reviews reports (generated by the Performance Reporting & Exception Specialist) and sends them to the customer
Takes and registers all customer complaints
Drives solution of customer complaints by solving it directly or assigning tasks to other function
Acts as first contact point for customer claims; supports customer in notification and reception of claims, provides DGF claims documents, collects required documents from claimant and hands over to specialized claims handlers when documents are complete
Takes and processes customer feedback and asks for CS related feedback (e.g. follow-up on complaint handling)
Collaborates closely with Operations and other departments for smooth handling of shipments and continuous updates
