Customer Relations Specialist – Brisbane Job at DHL – in Brisbane Airport QLD

Job Description

DHL Global Forwarding (Australia) Pty Ltd is a global leader in the Freight Forwarding industry. We are currently recruiting for a Customer Relations Specialist (Full time opportunity) – to join our Customer Service Team based in the Brisbane (QLD) office.

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

Required Qualifications

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

Commercial attitude

Good knowledge in English (verbal/written)

Results driven and attention to details

High degree of written, verbal and organisational skills

Preferred 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!

About Company

Company: DHL –

Company Location:  Brisbane Airport QLD

Job Category:

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