Iws Customer Operations Specialist

2 weeks ago


Auckland City, New Zealand DHL Full time

Job Purpose
- Administer customer operations processes and activities to deliver efficient logistics processes and results in the supply chain of a specific client using multimodal means of transportation and provide support to sales team in line with the business strategy and requirements, corporate guidelines and policies
- Key customer contact - manages daily queries and provides reporting as required
- Facilitates weekly/ monthly/ shipment billing as required
- Ensures customer requirements are met and takes corrective actions in case of deviations from customer requirements
- Ensures documents are completed and updated in a timely and efficient manner and according to regulations and internal procedures
- Liaises with IWS physical handling team as required to prioritize shipment progress
- Key account manager for DTM and IWS agencies
- Liases with the customer on a daily basis as required
- Manages account profitability by ensuring all transactions are billed timely
- Focuses on Agency Supplier costs to ensure costs are inline with agreed rates
- As required supports the IWS agencies with physical handling in overflow situations
- Follows-up shipment status in the Import area; identifies incidents and ensures resolution of incidents
- Supports Customer Service in the incident and exception management resolution
- Maintains excellent relationships with suppliers
- Is responsible for identifying performance issues of suppliers, and proposes solutions to improve/correct performance
- Performs IT systems related tasks to provide up to date information on shipment.
- Under general/ limited supervision, support delivery of customer operations processes and activities
- Provide timely and effective administrative support such as taking orders from customer interface, check & enter received orders, shipping verifications, pricing verifications, etc.
- Support with requests from sales such as quoting, exception deal management, historical account overview, billing corrections, etc.
- Collect/ deliver shipments within specified time by planning routes, liaising with external departments, timely communications, etc.
- Liaise with import departments for changes, make relevant changes and communicate adjustments to relevant stakeholders
- Maintain direct contact with dispatcher (inbound / outbound) and cartage driver
- Handle special requests, events and exceptions, report back on the same
- Record information into database or computerized system to maintain up-to-date stock records and may enter customer feedback
- Retrieve stored information, place orders or respond to enquiries such as inventory levels or delivery schedules
- Follow and achieve compliance with established procedures and ensure proper usage of operations processes and policies
- Resolve recurring issues faced during delivery as per defined processes, systems and methods
- Support team members with less experience in different/ difficult situations



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