Executive, Customer Service

The incumbent is responsible for managing end-to-end customer shipments, ensuring operational excellence, service quality, and compliance with DHL Global Forwarding standards. The role serves as the primary interface between customers, operations, and global network offices to ensure timely and accurate execution of Cartage (CTG) and Airfreight (AFR) shipments.

Job Responsibilities

• Manage and monitor assigned files, ensuring timely follow-up and completion in line with the One File One Operator (1F1O) principle.
• Track and ensure on-time performance (OTP) against customer commitments using internal monitoring tools (Life Cycle Monitor - LCM).
• Proactively identify and manage escalations and priority shipments, ensuring timely resolution to meet customer expectations and KPIs.
• Coordinate shipment routing and execution in line with customer requirements, agreed transit times, and cost efficiency considerations.
• Manage bo...