Customer Relations Specialist

Customer Relations Specialist

Would you like to be part of the most international company in the world? A company operating in more than 220 countries worldwide and has been pioneering cross-border express shipping since 1969.  Would you like to be part of a business that connects people across the globe and want to make a difference? Then waste no time and join our amazing team at DHL Group.  DHL Global Forwarding, Freight (DGFF) is the Group's air, ocean, and road freight specialist. We offer standardized transport as well as highly specialized end-to-end solutions to customers in a wide range of industries globally.

DHL Global Forwarding Qatar has an opening for a Customer Relations Specialist where you will act as key contact for allocated customers, informing on shipment and exception status, coordinate with all stakeholders and content experts to achieve seamless implementation, ensure the cycle of job from Rate quote to delivery and billing is within Customer expectation, handles, solves or assigns customer complaints with the aim of meeting guided resolution KPIs, follow up with Sales and Pricing on customer request on spot quotations and performs up- and cross-selling on inbound customer calls. Join us now in connecting people and improving lives.

In this Customer Relations Specialist position

• You will develop relationship with allocated customers.
• You will participate in joint Sales visits when necessary.
• You will support Back office and Call forwarding functions by liaising with client as necessary in respect to accepting orders (from customer or overseas office).
• You will proactively inform customer on shipment status, exceptions, and provides intermediate updates on incident solution.
• Supports Customer Implementation by following up on spot quotations and contract closure as may be required.
• You will perform up- and cross-selling (inbound calls) for existing customers and passes on leads to sales.
• You will take and handle customer inquiries e.g. Track and Trace.
• You will review reports (generated by the Performance Reporting & Exception specialist) and sends them to the customer.
• You will take and register all customer complaints.
• You will ensure the cycle of job from Rate quote to delivery and billing is within Customer expectation.
• You will drive solution of customer complaints by solving it directly or assigning tasks to other function.
• You will take and process customer feedback and asks for CS related feedback (e.g. follow-up on complaint handling).
• You will collaborate closely with Operations and other departments for smooth handling of shipments and continuous updates.
• You will escalate issues if required.
• You will build and manage relationships with both internal and external service providers with the aim of ensuring efficiency in Customer expectation.
• You will monitor and evaluate performance based on agreed requirements and initiate/support improvement actions when process falls short of required performance.
• You will act as the first point of contact for the customer relating to site operation matters and build a good relationship to develop trust and ensure strong engagement.
• You will support continuous improvement through complaint management via GCCS and Performance Dialogues.

Now, here’s what we need from you

• Minimum of 3 years within the transport, logistics or freight forwarding industry (or similar industry)
• Good Knowledge of forwarding business (Logistics), DHL Global Forwarding products (AFR?OFR) and business sustems.

We offer:

• Opportunities in a global company where you can contribute your ideas and skills to move towards our shared goals.
• Possible further career development
• Competitive salary

Why join DHL Global Forwarding?

We are part of DHL Group, the world’s leading logistics provider with operations in over 220 countries. Visit our career site on the web at https://www.logistics.dhl/us-en/home/careers.html

Our TOP EMPLOYER prestigious certification attests to our best-in-class efforts to attract and retain talent by fostering a positive work environment and encouraging personal and professional development among employees. The development of talented women in our organization will be a focus for us and an important part of our DGF Strategy 2025. 

We aspire to become the undisputed leader in our industry, when people think of forwarding; we want them to think DGF because we have:

• The largest global network with more than 30,000 passionate employees
• The most efficient processes and fastest response times
• The best solutions and best customer service

Our Vision: The Logistics Company for the World.

Our Mission: Excellence. Simply Delivered.
Our Purpose: Connecting People, improving lives.
Our Values: Respect & Results
Our Goals: Employer, Provider, and Investment of Choice, Living Responsibility

DHL Global Forwarding is an equal opportunity employer.  We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. #LI-MEA

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