Customer Relations Specialist – Brisbane Job at DHL – in Brisbane Airport QLD
At DHL, people mean the world to us and our goal has always been to attract and retain the best talent ALL over the world.
Overall Role Purpose
As a Customer Relations Specialist, you will be required to:
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
Customer & Other Stakeholders
Develops relationship with allocated customers
Participates in joint Sales visits if necessary
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
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
Previous experience in Shipping/International freight forwarding industry in airfreight and/or ocean-freight / Import operational roles (advantageous)
Minimum two (2) years previous experience in a Customer Service environment or similar
Good knowledge of forwarding business, DGF products (AFR/OFR) and business systems
Good knowledge of CS processes and systems
CargoWise & Expedient experience (advantageous)
Ability to identify and meet customer needs in a pleasant and friendly manner
Excellent communication and interpersonal skills
Good telephone and E-mail skills
Good knowledge in English (verbal/written)
Results driven and attention to details
High degree of written, verbal and organisational skills
High degree of reliability
Be a team player with a positive can do attitude.
Be result driven and be able to demonstrate strong communication and administration skills with a high degree of attention to detail and a professional work ethic.
Values a diverse and inclusive work environment
Ability to work in a fast-paced and deadline-driven office environment
Excellent verbal and written communication skills and phone etiquette
Ability to multi-task, prioritize and manage time effectively
Exceptional customer service skills and follow up
Proficient in Microsoft Office (Word, Excel and Outlook) and strong internet skills
Expedient software (advantageous) or what is the software utilised
Why DHL Global Forwarding?
Apart from a competitive hourly rate; positive & friendly team, the ability to cross train and offer career progression we also have some awesome Employee Benefits. Not only do you get discounts on everything from Health Insurance, Flights, Car Hire & Hotel Accommodation etc. – you also get to work with a great team of passionate people all working towards a common goal – delivering the best, proactive service for our clients!
“Excellence. Simply Delivered.”
So if you’re reading this thinking, this is ME!
We would love to hear from you right away. APPLY NOW!
Company: DHL –
Company Location: Brisbane Airport QLD