Expert - Shipment Management

Join our “Shipment Management Team” at DHL Global Forwarding, Freight (DGFF) GSC – Global Service Centre!

Job Title: Expert – Shipment Management

Job Location: Chennai

Are you dynamic and results-oriented with a passion for logistics? Join our high-performing Global Shared Services Team (GSC) at DHL Global Forwarding, Freight (DGFF); a Great Place to Work certified organization.

We are the captive Shared Service Provider for DHL Global Forwarding and DHL Freight (DGFF). We are an organization of more than 5,000 colleagues complemented by approximately 500 virtual FTE (i.e., bots applied in process automation). Our colleagues are based across six service delivery centers in Mumbai, Chennai, Chengdu, Manila, Bogota & Budapest. You will interact with people from all over the world and get the chance to a truly international organization.

In this role, you will have the opportunity to monitor & manage shipment flow processing end-to-end on behalf of the operators for key customers, and provide customer facing support, thereby working closely with key stake holders.

Key Responsibilities:

• Respond to customers consistently and confidently by providing accurate information in areas such as shipment status and tracking, documentation requirements, transit time and prices (trough phone calls and emails as required).
• Accept and confirm business award sent by the Sales team or by the Customer.
• Validate Shipping Instructions and customer credit status.
• Manage billing amendments.
• Send routing order/ shipping instructions to DGF operations.
• Follow up with DGF operations for booking/schedule/pre-alerts. Validate and share details with the customer.
• Exception coordination/resolution with Freight Forwarding operations & simultaneously send proactive updates to the customer.
• Enhance service experience in DHL by exercising professionalism and empathy when dealing with each individual customer's varying needs and demands.
• Effectively communicates with DHL Network colleagues with focus on stressing a sense of urgency on behalf of the customer.
• Meet all commitments to the customers in terms of follow-up/ongoing communication.
• Follow up with DGF operations for booking/schedule/pre-alerts. Validate and share details with the customer.
• Exception coordination/resolution with DGF operations & simultaneously send proactive updates to the customer.
• Accept customer requests for quotations and send them to the Quotations team for processing. Passes on leads to Sales.
  
  
  

Required Skills/Abilities:

• Graduate (bachelor’s degree from a recognized University in any discipline).
• Minimum 3-4 years of experience in customer service preferably with Freight Forwarding / International Logistics.
• Should have worked for Dubai operations for minimum of 2 years.
• Should be familiar with Dubai Customs platforms and operations.
• Expertise in CW1 and Ocean Freight/Air Freight service desirable.
• Strong professional communication & interpersonal skills - specially email and phone etiquettes to manage queries, instructions and coordinating between different teams.
• Extremely customer centric and Solution driven.
• Extensive knowledge of shipment lifecycle and end to end workflow.
• Well versed with Freight forwarding terms specially incoterms and ways to connect locally to offer best solution to end customer.
  
  
  

Apply now and embark on an exciting journey with us! We offer:

• We recognize and reward your hard work through a competitive compensation and performance-based incentive.
• We empower you to learn and grow through training that gives you the knowledge, skills, and abilities to develop into your role and a great range of resources to support your future career aspirations & personal development.
• Flexible work arrangements to support work/life balance.
• Generous paid time off: Privilege (earned leave).
• Comprehensive medical insurance coverage including voluntary parental cover (applicable for IN only)
• Recognition & Engagement culture
  
  
  

By joining one of the world's leading logistics companies, you have a chance to explore a wide range of interesting job challenges and opportunities across our GSC service lines and in our different divisions around the globe.