Customer Service and Operations Coordinator

Customer Service and Operations Coordinator

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 Deutsche Post DHL (DPDHL). 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 has an opening for Customer Service and Operations Coordinator in Madagascar. In this specific position you will execute procedures in the administration of the AFR, OFR, and CDZ processes, coordinating, controlling, and planning all related aspects to ensure customer requirements are met. In case of deviations from these requirements, you will take corrective actions. Additionally, you will ensure that documentation is completed and updated in a timely and efficient manner, adhering to regulations and internal procedures. Monitoring transactional operations to ensure constant optimization and maximum productivity will be part of your responsibilities. You will coordinate consolidation and deconsolidation activities in compliance with regulations and internal procedures, perform booking and booking optimization according to internal product guidelines, and manage pickup and delivery arrangements. Interaction with Sales, Product, and Global Service Centres will be required as necessary.

Join us in connecting people and improving lives!            

In this Customer Service and Operations Coordinator position

• You will establish and maintain relationships with existing customers.
• You will contact customers and assist them with all queries.
• You will provide high levels of customer service with a sense of urgency.
• You will handle customer complaints and enquiries.
• You will request SLI from customers if the estimate is approved and coordinate shipments.
• You will coordinate the movement of cargo within required/stipulated time frames to meet customer needs.
• You will arrange for the movement of shipments from pick-up at the customer to delivery.
• You will create/confirm transport orders to ensure delivery of shipments to the final customer.
• You will ensure all customs clearances are followed up.
• You will register shipments on the internal system CW1 until file closure.
• You will quality check documentation before dispatch.
• You will upload shipping documents into the DHL EDM system.
• You will quality check ETA details provided by the Origin Station with carriers' ETA details, continuously throughout the shipment life.
• You will enquire with the Origin Station via OI Operations if there are any discrepancies.
• You will send out status/tracking reports to customers, origin, and destination.
• You will send pre-alerts to customers/destination offices once all drafts are approved.
• You will invoice shipments based on estimates or rate agreements/process billing to local customers and/or bill back to the origin station.
• You will monitor Job Status Management for CW1 files as per guidelines.
• You will update mandatory milestones in CW1 completely and within the specified timelines.
• You will ensure release is taken from the co-loader/carrier in time to avoid storage and detention.
• You will develop and maintain relationships with suppliers and customers.
• You will support Sales in incident and exception management.
• You will initiate and address all OI’s and CCM’s within the defined timelines.
• You will address all financial exception management reports within given deadlines, such as sick files, unbilled, mishandling tracker, etc.
• You will understand origin and destination rules and regulations.
• You will update SOP/COP for any new requirements from customers.

Now, here’s what we need from you.

• Extensive knowledge of forwarding business and business systems
• Ability to identify and meet customer needs in a pleasant and friendly manner
• Excellent communication and interpersonal skills
• Commercial attitude
• High result orientation
• Able to work timely with high accuracy
• Customs regulation knowledge
• Regulation knowledge – Exports, Imports
• Experience with CW1
• Customer focused
• Planning and organizing skills

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 Deutsche Post DHL, 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. 

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