Ocean Freight Import Customer Operations Specialist - QLD

We have an exciting opportunity for an Ocean Freight Import Customer Operations Specialist to join our Ocean Freight team based in DHL’s Brisbane Airport office.

About Us
DHL is the leading global brand in the logistics industry. Our DHL divisions offer an unrivalled portfolio of logistics services ranging from national and international parcel delivery, e-commerce shipping and fulfillment solutions, international express, road, air, and ocean transport to industrial supply chain management. With about 380,000 employees in more than 220 countries and territories worldwide, DHL connects people and businesses securely and reliably, enabling global sustainable trade flows. With specialized solutions for growth markets and industries including technology, life sciences and healthcare, engineering, manufacturing & energy, auto-mobility and retail, DHL is decisively positioned as “The logistics company for the world”.

DHL is part of Deutsche Post DHL Group. The Group generated revenues of more than 81 billion euros in 2021. With sustainable business practices and a commitment to society and the environment, the Group makes a positive contribution to the world. Deutsche Post DHL Group aims to achieve net-zero emissions logistics by 2050.

Overall Role Purpose
As a Customer Operations Specialist, you will be responsible for:

• Acts as key contact for allocated customers (OFR)
• 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
• Pass leads onto our Sales department
• Handles customer inquiries
• Handles customer requests regarding 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
• Billing of Ocean Freight Customs shipments, accurately and timely

Skills / Qualifications

• Minimum 12 months experience in a freight forwarding industry and/or operational role
• Sound knowledge of freight forwarding and logistics in general
• Previous experience in Shipping/International freight forwarding industry in airfreight and/or ocean-freight / Import operational roles (advantageous)
• Minimum two (2) years previous experience in a Customer Operations environment or similar
• Good knowledge of forwarding business, DGF products (OFR) and business systems
• Good knowledge of CS processes and systems
• CargoWise & Expedient experience (advantageous)
• Ability to identify and meet customer needs in a pleasant and friendly manner
• Excellent communication and interpersonal skills
• Good telephone and E-mail skills
• Commercial attitude
• Good knowledge in English (verbal/written)
• Results driven and attention to details
• High degree of written, verbal and organisational skills
• Proven hands-on experience in used accounting system is preferred
• Good experience in MS Excel (e.g. Pivot Tables, charts, etc.) required
• Strong analytical skills

Why DHL Global Forwarding?

We're open to a range of backgrounds and experiences; the right attributes, strong attention to detail and the ability to work in an agile environment.

Apart from a competitive hourly rate; positive & friendly team, the ability to cross train and offer career progression we also have some awesome Employee Benefits. You will be given guidance and the tools required to succeed, as well as the opportunity to take ownership and grow to your potential.

You also get to work with a great team of passionate people all working towards a common goal – delivering the best, proactive service for our clients!

Excellence. Simply Delivered.

So, if you’re reading this thinking, this is ME! We’d love to hear from you right away.