Main Tasks:
Develops relationships with allocated customers
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
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
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 DHL 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 Customer Service-related feedback (e.g. follow-up on complaint handling)
Collaborates closely with Operations and other departments for smooth handling of shipments and continuous updates
Completes coordination between all applicable parties for all air export shipments for our customers; ensures timely bookings with airline on customer behalf
Prepares export documentation in accordance to country requirements as well as the preparation of Certificate of Origin, Cargo Manifest, NAFTA Certificate, Airway Bill and any other documents required by the customer
Responsible for timely completion of export documents and coordinate with both customer and/or warehouse for timely delivery of cargo
Communicates regularly with customer in regards to customer's shipment status as well as continuous communication with overseas to meet delivery commitments; follow-up with airline to monitor and track departure and arrival information and updates
Ensures invoicing of rendered services is completed accurately and in a timeframe consistent with company policy.
Ensure customer profiles are accurate and updated
Meet all KPI's assigned and audited by the Control Tower
Requirements:
COMPULSORY: Student (NOT fresh graduated and still be student for at least 6 months) who can work full-time from Monday to Friday for 6 months, 1-2 off-sessions per week for the study is acceptable
Good English skills (both speaking and writing)
Can-do attitude, hard-working and enthusiastic
Good administrative skills, results-driven and detail-oriented
Ability to handle multiple and hanging priorities
Ability to work effectively, independently and in a Team environment
Experience with MS Office e.g. Outlook; experience with CRM tools preferred
Working Location: DHL Global Forwarding (Vietnam) Corporation - Head Office - 8th Floor, eTown 5 Building, 364 Cong Hoa Street, Tan Binh Ward, Ho Chi Minh City, Vietnam
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