Land Freight Specialist

DHL Global Freight Forwarding Qatar has an opening for a Land Freight 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 Land Freight Specialist position

• You will develop relationship with allocated customers.
• You will participate in joint Sales visits when necessary.
• You will support Back office and Call forwarding functions by liaising with client as necessary in respect to accepting orders (from customer or overseas office).
• You will proactively inform customer on shipment status, exceptions, and provides intermediate updates on incident solution.
• You will support Customer Implementation by following up on spot quotations and contract closure as may be required.
• You will perform up- and cross-selling (inbound calls) for existing customers and passes on leads to sales.
• You will take and handle customer inquiries e.g. Track and Trace.
• You will review report (generated by the Performance Reporting & Exception specialist) and send them to the customer.
• You will take and register all customer complaints.
• You will ensure the cycle of job from Rate quote to delivery and billing is within Customer expectation.
• You will drive solution of customer complaints by solving it directly or assigning tasks to other function.
• You will take and process customer feedback and asks for CS related feedback (e.g. follow-up on complaint handling).
• You will collaborate closely with Operations and other departments for smooth handling of shipments and continuous updates.
• You will escalate issues if required.
• 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 support continuous improvement through complaint management via GCCS and Performance Dialogues.

Now, here’s what we need from you

• Good communicative, analytical and administrative skills.
• Responsible , focused and target driven
• Good organizational skills to manage different Customer requirements and deadlines
• Good knowledge of forwarding business (Logistics) , DHL Global Forwarding products (Land freight, saloodo) 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