Customer Service & Operations Executive (Freight Forwarding)

DP World is a leading provider of smart supply chain solutions, creating sustainable trade opportunities across the globe. Our commitment to innovation and excellence drives us to offer unparalleled services in freight forwarding and logistics. We are currently seeking a dedicated Customer Service & Operations Executive to enhance our operations and deliver exceptional service to our clients.

Job Briefing:
As a Customer Service & Operations Executive, you will play a vital role in managing customer relationships and ensuring seamless operations in our freight forwarding services. Your primary focus will be on understanding customer needs, resolving issues, and providing accurate information throughout the transportation process.

Duties:

Customer Relationship Management:

• Build and maintain strong relationships with key customers, addressing their concerns and ensuring satisfaction.
• Continuously assess customer needs, market trends, and competitor offerings to enhance service delivery.

Freight Forwarding Operations:

• Manage file creation and all associated services related to freight forwarding and logistics.
• Assist with account startup by liaising with sales to ensure all required documentation and information for Standard Operating Procedures (SOP) are provided.
• Monitor and audit files weekly for compliance with estimate input, profit margin settings, and timely invoicing.
• Assist clients with export/import documentation to ensure accurate execution of transportation files.
• Provide clients with complete flight/sailing details to guarantee proper information flow.

Collaboration and Networking:

• Liaise with airlines and ocean lines to procure the best possible solutions regarding capacity and cost.
• Coordinate with internal networks and external partner agents to ensure optimal service delivery.
• Act quickly upon any emergency situations that may arise during the execution of air/ocean files.
• Network with operations colleagues to ensure support during workflow overloads.

Experience:

• At least 3 years of relevant and recent experience in Freight Forwarding Operations and Customer Service.
• Freight forwarding experience is mandatory.

Skills:

• Freight Forwarding Knowledge: Solid and demonstrated understanding of the Freight Forwarding industry.
• Agility: Ability to prioritize multiple tasks to meet various deadlines.
• Computer Skills: Intermediate proficiency in MS Office (Outlook, Word, Excel, PowerPoint).
• Analytical Skills: Strong analytical skills with attention to detail and ability to analyze numbers.
• Communication: Effective verbal, written, and interpersonal skills, capable of communicating with clients, carriers, other forwarders, and vendors.
• Languages: Fluent in English; additional languages are a bonus but not required.

What We Offer:

• Competitive salary and benefits package.
• Opportunities for professional growth and development within a global organization.
• A dynamic work environment focused on innovation and excellence.
• Collaborative team culture that values input and ideas.

Submission Steps:

1. Submit your resume and a cover letter detailing your relevant experience.
2. Shortlisted candidates will be contacted for an interview to discuss their qualifications and fit for the role.
3. Successful candidates will receive a formal job offer outlining responsibilities, compensation, and benefits.

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