Deputy Manager - Customer Service & Operations

ABOUT FTWZ/VAS DEPARTMENT

The Free Trade Warehousing Zone (FTWZ) or Value-Added Services department at DHL Global Forwarding provides a strategic hub for international trade activities, offering specialized services to enhance supply chain efficiency. It serves as a customs-bonded area facilitating the storage, handling, and distribution of goods with streamlined customs procedures. Additionally, FTWZs often provide value-added services such as packaging, labelling, and assembly, adding further value to the logistics chain. These departments play a crucial role in optimizing trade operations, reducing costs, and ensuring regulatory compliance for businesses engaged in global trade activities.

JOB SUMMARY

The Assistant Manager - Operations & Customer Service for FTWZ/ VAS plays a crucial role in supporting operational processes, ensuring smooth execution of shipments, and maintaining high standards of customer service This role is pivotal in driving oper ational efficiency, resolving issues promptly, and contributing to the successful execution of industrial projects.

KEY RESPONSIBILITIES

Stakeholder Management

• You collaborate with internal teams such as DGF, customers, and Overseas IP offices to meet stakeholder expectations.
• Your role directly impacts operations, with competitive and timely execution playing a pivotal role in business success.

Problem Complexity/Process

• Manage operational aspects of ocean/air, export/import shipments.
• Maintain sailing details, track amendments, and rectify discrepancies.
• Handle logistics operations and ensure accurate record-keeping.
  
• Coordinate with shippers/consignees for shipment documents.
• Liaise with shipping lines, CHAs, and transporters for smooth execution of shipments.
• Collaborate with Overseas Agents/DHL Network offices for Industrial Projects/O&G shipments.
• Provide timely updates to customers regarding their requirements and shipment/project statuses.
• Support the pricing team as needed.
• Conduct visits to ports/factory premises for loading/offloading activities as required.

COMPETENCIES

Functional Competencies

• Product Knowledge: In depth understanding of the product including industrial equipment, machinery, and solutions relevant to the projects being pursued.
• Technology Proficient: Understanding of technology like CW1 to integrate with industrial projects, enhancing efficiency and performance.
• Customer Service: Strong customer service skills to address inquiries, provide updates, and resolve issues.

Behavioural Competencies

• Agility: Ability to adapt quickly to changing operational needs and environments.
• Continuous Learning: Willingness to learn and improve skills to enhance performance.

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• Attention to Detail: Consistently maintaining accuracy and precision in tasks.
• Quality Orientation: Commitment to delivering high-quality results and services.
• Initiative: Taking proactive steps to improve processes or address issues.
• Strategic Planning: Developing and implementing strategic plans to achieve organizational objectives.

WHO CAN APPLY

Must Have

• 3-4 years of customer service experience preferably in the freight forwarding and logistics industry.
• Bachelors degree is required.
• Well-connected within industry networks, possessing sound knowledge and experience in managing over-dimensional cargo logistics effectively.
• Problem-solving skills to address operational challenges.
• Proficient in Email writing and verbal communication with internal and external coordination.

Preferred

• Masters Degree level in Marketing or BE.