Warehouse and Customer Service Representative - Order Management Solutions Department (Ocean Freight)

1. Overall Job Purpose
• Responsible for delivering DHL commitment to customers, meeting day to day operations requirements of the customers as indicated in SOP
• Ensure FTY understand and acknowledge customers' requirement and standard.
2. Main Responsibility
• Warehouse Management
 Oversee inbound and outbound cargo handling in the warehouse
 Manage inventory, pallet positions, and ensure proper storage conditions.
 Supervise loading/unloading, stuffing/de-stuffing of containers, and cargo consolidation.
 Ensure compliance with safety, security, and warehouse SOPs.
 Coordinate with trucking providers and carriers for on-time container movement.
 Monitor warehouse cost efficiency and resource allocation.
 Provide regular updates on warehouse utilization, report and shipment status.
• Customer Service
 Act as primary contact for Key Accounts on shipment planning and status updates.
 Follow up with customers on cargo readiness and shipping instructions.
 Arrange bookings with relevant parties
 Prepare and check shipping documents (BL, CIV, PKL)
 Handle inquiries, resolve issues, and provide proactive updates on shipment progress.
 Support exception management (delays, damages, or discrepancies).
 Ensure 100% compliance with KPIs and customer-agreed performance metrics.
 Manage shipments in strict accordance with customer requirements outlined in the SOP.
• Address issues promptly and escalate to the Team Leader/Managers when potential claims or cost impacts arise.
• Continuously identify service gaps, recommend improvements, and implement solutions to enhance customer satisfaction.
• Communicate instructions and suggestions to vendors and customers for optimal shipment arrangements.
• Ensure all cargo is released and delivered on time without incurring additional charges.
• Complete other assignments as requested by the Team Leader.