Executive, Customer Service

1 week ago

Bayan Lepas, Malaysia DHL Full time

**Important Notes**:
**Responsibilities**:

- 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 toOperations
- 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 Go Green 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
- Escalates issues, if required.

**Skills / Qualifications**:
Knowledge
- Good logistics and distribution operations experience
- Good customer service, analytical & facilitation skills
- Ability to work under stress and tight deadlines
- Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to details and accuracy
- Adept at queries, reporting writing & presenting findings
- Excellent communication and interpersonal skill.
- Proficiency & Excellent in Microsoft Office, Excel & Power Point
- Ability to work closely together with other functional disciplines
- Strong all-rounder relationship builder
- Conceptual thinking, smart, independent and willing get hands dirty.
- Excellent in troubleshooting, problem-solving, analytical and facilitation skills.
- A resilient team player with high integrity and have a strong focus on quality customer service.
- Performs other task as required by the management and other job-related functions as at when required.
- Comfortable working under pressure, meeting deadlines and consistently achieving agreed target.

**Requirements**:

- Required language(s): English & Malay
- At least min 2 to 3 years Customer Service experience preferably in the Freight Forwarding and Logistics industry (Mandatory Requirement)

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