Industrial Project Specialist

DHL Global Freight Forwarding Qatar has an opening for an Industrial Project Specialist where you will act as key contact for allocated customers, informing on shipment and exception status, coordinate with all stakeholders and content experts to achieve seamless implementation, ensure the cycle of job from Rate quote to delivery and billing is within Customer expectation, handles, solve or assign customer complaints with the aim of meeting guided resolution KPIs and follow up with Sales and Pricing on customer request on spot quotations and performs up- and cross-selling on inbound customer calls.  Join us now in connecting people and improving lives.

In this Industrial Project Specialist position

• You will proactively inform customer on shipment status, exceptions, and provides intermediate updates on incident solution.
• You will take and handle customer inquiries, issue and review reports.
• You will ensure the cycle of job from routing to delivery and billing is within Customer expectation.
• You will supervise Operations and other coordination with other departments for smooth handling of shipments per IP standards.
• You will escalate issues if required.
• You will study and resolve issues in day-to-day customer operations and execute practices focusing on increasing effectiveness and efficiency.
• You will be handling the daily operations of main clients.
• You will be handling over dimension cargo, permit and comply with hse requirements.
• You will supervise customs clearance activity.
• You will be following up on required permits.
• You will execute customer operations plans and processes to deliver efficient logistics processes.
• You will monitor and improve files profitability.
• You will promptly respond to customer enquiries, including conducting customer visits and understanding of customer requirements.
• You will resolve issues occurring in operational activities, report to management on events and exceptions, as necessary.
• You will comply with operating standards and procedures to provide cost-effective, superior, and efficient customer service.
• You will arrange bookings for AFR and OFR.
• You will coordinate and maintain close communication with all parties on the status of all material in transit and ensure delivery schedule/dates are achieved.
• You will provide a link for the smooth interchange of information between the expediting, inspection, and the logistics functions/ personnel.
• You will build and manage relationships with both internal and external service providers with the aim of ensuring efficiency in Customer expectation.
• You will monitor and evaluate performance based on agreed requirements and initiate/support improvement actions when process falls short of required performance.
• You will act as the first point of contact for the customer relating to site operation matters and build a good relationship to develop trust and ensure strong engagement.
• You will connect with and influence other specialist departments and 3rd parties e.g. external service providers.
• You may convince others to accept new concepts, practices, and approaches.
• You will build strong, trusting cross-functional relationships with DPDHL managers.
• You will understand customer and key stakeholders’ interests and concerns and advise direct reports, customers and key stakeholders.
• You will provide technical guidance to line managers and employees.

Now, here’s what we need from you

• Good communicative, analytical, and administrative skills Good organizational skills to manage different Customer requirements and deadlines.
• Good knowledge of forwarding business (Logistics), DHL Global Forwarding products (AFR/OFR) and business systems.
• Good knowledge of Customer Service processes and systems.
• 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 and Ability to prioritize tasks.
• Good knowledge in English (verbal/written).

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