Air Freight Customer Service Specialist (Hanoi)

Lương không công khai

Quận Thanh Xuân, Hà Nội

Nghỉ trọn T7, CN

Hạn chót 29/10/2026

Đăng 5 giờ trước

Ít hơn 20 ứng viên

Yêu cầu công việc

- Good knowledge of forwarding business, AFR products and business 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 - Good at English (verbal/written) - Exceptional customer service skills - Detail oriented and strong follow-up skills - Proficient with Microsoft office (Word, Excel, Outlook) - Cargo Wise system knowledge is a plus.

Yêu cầu nên có

Cargo Wise system knowledge is a plus

Công việc cụ thể là gì?

Main tasks & key responsibilities: • Develops relationship with allocated customers • Participates in joint Sales visits if necessary • Accepts all orders (from customer or overseas office) and processes them for handover to Operations • Proactively informs customer on shipment status, exceptions and provides intermediate updates on incident solution • Performs up- and cross-selling (inbound calls) for existing customers and passes on leads to Sales • Takes and handles customer inquiries, e.g. Track and Trace • Takes customer requests with regard to Go Green topics and informs Regional Go Green Head • Reviews reports (generated by the Performance Reporting & Exception Specialist) and sends them to the customer • Takes and registers all customer complaints • Drives solution of customer complaints by solving it directly or assigning tasks to other function • Acts as first contact point for customer claims; supports customer in notification and reception of claims, provides DGF claims documents, collects required documents from claimant and hands over to specialized claims handlers when documents are complete • Takes and processes customer feedback and asks for CS related feedback (e.g. follow-up on complaint handling) • Collaborates closely with Operations and other departments for smooth handling of shipments and continuous updates • Completes coordination between all applicable parties for all air export shipments for our customers; ensures timely bookings with airline on customer behalf • Prepares export documentation in accordance to country requirements as well as the preparation of Certificate of Origin, Cargo Manifest, NAFTA Certificate, Airway Bill and any other documents required by the customer • Responsible for timely completion of export documents and coordinate with both customer and/or warehouse for timely delivery of cargo • Communicates regularly with customer in regards to customer’s shipment status as well as continuous communication with overseas to meet delivery commitments; follow-up with airline to monitor and track departure and arrival information and updates • Ensures invoicing of rendered services is completed accurately and in a timeframe consistent with company policy. • Ensure customer profiles are accurate and updated • Meet all KPI’s assigned and audited by the Control Tower • Ngày làm việc: • Giờ làm việc: • Cấp bậc: • Loại công việc:

DHL Global Forwarding (Vietnam) Corporation

Hậu cần/Giao nhận

DHL Global Forwarding (DGF) is the world leader in air freight services and one of the leading providers of ocean freight services. Around 30,000 employees work to ensure the transport of all kinds of shipments by air or sea. DGF's logistics solutions span the entire supply chain, from the factory to the shop floor. They also include special transport-related services. Our business model is very asset-light, as it is based on the brokerage of transport services between customers and freight carriers. We consolidate shipments to achieve higher volumes, purchase cargo space at better conditions and optimize network utilization. Our global presence means we can offer a variety of routing options and meet our customers' increasing demand for multimodal shipments. As the world’s leading logistics’ company, DHL offers a wide range of interesting job challenges and opportunities in our different divisions around the globe. Our performance management system supports us in recognizing your potential, evaluating your performance, and continuously planning the development of your career with DHL. We will always enable you to take on responsibility and encourage your growth, personally and professionally. We are proud of our history and what we have created, a global market leader with 30,000 passionate employees. Our aspiration is to become the undisputed leader in our industry, when people think of forwarding; we want them to think DGF, because we have: • The largest global network with more than ~30,000 passionate employees • The most efficient processes and fastest response times • The best solutions and best customer service Our Vision: The Logistics Company for the World Our Mission: Excellence. Simply Delivered. Our Purpose: Connecting People, Improving Lives. Our Values: Respect & Results Our Goals: Employer, Provider, and Investment of Choice, Living Responsibility We are part of DHL Group, the world’s leading logistics provider with operations in over 220 countries.

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