Senior Specialist Professional Customer Operations
DHL · Bayan Lepas
Key Tasks
- Execute customer operations plans and processes to deliver efficient logistics processes
- Execute, manage and update orders received via the system including special and non-assigned orders
- Ensure flow of goods and information across a customer’s global supply chain and provide resolution for order/ delivery issues
- Support sales team and respond to operations related requests from the sales team such as quotation, exception deal management, historical account overview, billing corrections, etc.
- Undertake delivery of cartage tours, monitor and achieve tour profitability, service quality and timelines
- Promptly respond to customer enquiries, including conducting customer visits and understanding of customer requirements
- Track the available capacities and ensure optimum utilization as per the set objectives
- Resolve issues occurring in operational activities, report to management on events and exceptions, as necessary
- Ensure systems are updated with the latest information on product shortages, expected delivery dates, price changes, etc.
- Draft reports related to customer inquiries, sales trends, customer complaints, delivery/service problems, reasons for product returns, etc. and evaluate efficiency of operational performance and delivery
- Interact with other logistics operations departments, customer service and warehouse team to ensure smooth operations
- Comply with operating standards and procedures to provide cost-effective, superior and efficient customer service
- Study and resolve issues in day-to-day customer operations and execute practices focusing on increasing effectiveness and efficiency
Stakeholders
- Connect with and influence other specialist departments and 3rd parties e.g. external service providers
- May convince others to accept new concepts, practices, and approaches
- Build strong, trusting cross-functional relationships with DHL managers
- Understand customer and key stakeholders interests and concerns and advise direct reports, customers and key stakeholders
- Provide technical guidance to line managers and employees
Management Responsibility
- Individual contributor who may manage two or fewer employees
- May direct the work of other lower level professionals or manage processes and programs
- Coach and review the work of lower level professionals
Skills/Qualification / Requirements
- CRM, Customer Support, Business Strategy, Quality Control, Account Management, Requirements Analysis, Process Improvement, Project Planning, Operations
- Bachelor’s Degree or equivalent experience/qualification
- 3 - 5 years’ experience
- 2 years in a supervisory role is an added advantage