Job Purpose
Coordinating Customer & DHL operations based out of Customer's premises
Ensures that especially complex service agreements with customer are met
Acts as contact point for allocated Senior Management of key customers.
Handles escalations
Coordinates and improves customer OP-related processesIdentifies and collaborates to secure new business with appropriate commercial owners.
Key Tasks
- Needs to be based out of Customer's Office to provide on-site customer service support and ensure smooth operational coordination.
- Build and maintain strong relationships with customers, proactively addressing service issues, grievances, and general queries.
- Manage the complete end-to-end customer lifecycle-from order booking, processing, and scheduling to dispatch and delivery.
- Track, monitor, and update inbound/outbound shipment status, ensuring real-time communication and quick response to escalations.
- Coordinate effectively with plants, hubs, stations, customs brokers, transport desks, 3PL partners, logistics network to ensure seamless operations.
- Oversee billing accuracy, invoice timeliness, and payment follow-up to suppor t cash-flow management.. Provide customers with multiple scheduled and ad-hoc reports, ensuring data accuracy, timely updates, and clear communication.
- Handle customer complaints, claims, shortages, damages, or delivery discrepancies, driving resolution and customer satisfaction.
- Take complete ownership of assigned customer accounts, independently managing day-to-day operations while aligning with supervisors and managers when required.
- Monitor SLA/KPI performance indicators (TAT, delivery timelines, fill rate, accuracy, etc.) and drive continuous improvement
- Coordinate with warehouse and transport teams on daily execution plans, load planning, routing, and priority shipments.
- Conduct root-cause analysis (RCA) for repeated customer issues and deploy corrective & preventive actions (CAPA). Maintain documentation for compliance, audits, customer requirements, and internal reporting standards.
- Support weekly/monthly business reviews with customers and internal stakeholders by preparing dashboards, analysis, and presentations.
- Facilitate smooth communication between customers and internal teams for technical support, product queries, and documentation requirements.
- Ensure adherence to safety, compliance, and SOPs across all customer service and logistics activities.
- Identify process gaps and contribute suggestions for operational efficiency and customer experience improvements.
- Provide backup support for PM during leave/peak workloads to ensure continuity of service.
Requirements for the Job
- Good understanding of the global forwarding industry and the DGF business models
- Worked previously with Highly recognized forwarder known to carrier community for Trade as well aswithin DGF
- High profile product knowledge with operational background, strong commercial mind-set.
- Proven track record on handling the respective product operations, customer service
Education / Qualification / CertificationRequirements
- Bachelor's degreeBachelor's degree
- MBA or other PG Operations degree preferred
- Excellent communication skills
- Good communication and presentation skills
- Ability to take ownership and proactively address topics
- Ability to handle multiple and hanging priorities
