IN THIS ROLE YOU WILL:
Customer Management
- Act as the primary contact for assigned Semiconductor and Capital Equipment customers.
- Develop and maintain strong customer relationships through regular communication and engagement.
- Manage customer inquiries, shipment updates, escalations, and service recovery activities.
- Ensure customer requirements and expectations are clearly communicated to internal stakeholders.
- Participate in customer meetings, business reviews, and operational discussions when required.
Shipment Management
- Coordinate end-to-end shipment execution with origin and consignee.
- Monitor shipment milestones and provide proactive status updates to customers.
- Ensure timely booking, documentation, customs clearance coordination, and delivery arrangements.
- Coordinate special handling requirements for high-value semiconductor equipment and sensitive cargo.
Operational Excellence
- Ensure compliance with customer SOPs, work instructions, and quality requirements.
- Monitor shipment performance against agreed KPIs and service commitments.
- Identify operational risks and implement corrective and preventive actions.
- Support root cause analysis and continuous improvement initiatives.
- Drive operational efficiency through process optimization and automation opportunities.
Exception & Escalation Management
- Proactively identify shipment exceptions and potential service failures.
- Coordinate recovery actions with internal and external stakeholders.
- Escalate critical issues promptly and provide timely updates until resolution.
- Maintain detailed records of customer complaints, claims, and corrective actions
YOU HAVE THE FOLLOWING QUALITIES AND QUALIFICATIONS:
- Diploma/ degree with at least 4-6 years of work experience
- Broad understanding of the Air Freight business, particularly in the Import shipments
- Ability to handle multiple and hanging priorities
- Ability to work effectively, independently and in a team environment
We regret to inform that only shortlisted applicants will be contacted further by the hiring team. We are committed to equal opportunity and reject any forms of discrimination. The basis for employee selection at DHL Group is qualification, performance, skills and experience.
