Executive, Customer Service
DHL · Bayan Lepas
Key Tasks
- 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 to Operations
- 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