In-House Customer Relations Controller

DHL

7d ago

Job
Full-time
Senior Level
Customer Relations
Logistics
Johannesburg

AI generated summary

You need expertise in Ocean and Air Freight logistics, strong communication skills, problem-solving abilities, and interdepartmental awareness, with 5 years of related experience in Imports and Exports.
You will manage customer queries, oversee KPIs/SLAs, coordinate operations, maintain reporting, support finance and audits, develop relationships, and ensure seamless communication and processes.

Requirements

Extensive knowledge of Ocean Freight & Air Freight Logistics and Operations
Global Logistics and Geographical knowledge
Strong Communication skills (both written and verbal)
Ability to identify and meet customer needs in a timely, pleasant and friendly manner
Commercial attitude
Problem & Conflict management skills.
Time Keeping and deadline awareness
Great Interpersonal skills & team dynamics.
Cultural and emotional intelligence.
Knowledge of both Imports & Exports processes.
Interdepartmental process awareness.
Knowledge of Global logistics claims processes and laws.
Results driven and attention to details
Computer and Microsoft Office Literate
Basic Financial Acumen (Revenue, Cost, Gross Profit, etc)
Weekend Overtime if required
5 years experiences directly related to the duties and responsibilities specified.
AFR and OFR experience, both Imports and Exports.

Responsibilities

You will manage customer queries and customer business, maintaining a high degree of understanding of the customer business, requirements, requests, and systems.
You will support the local team to manage and solve queries in a timely manner, while observing key customer process requirements and maintaining DHL customer service standards.
You will manage KPIs and SLAs, monitoring and supporting the teams to achieve these critical customer issues.
You will manage distribution and partner relationships, supporting deliveries and timely query management with the customer's distribution network.
You will coordinate processes and tasks with local teams (both customs – CDZ, customer service, and delivery), origins, and the control tower, supporting the various teams involved with query management.
You will manage communication and information between all parties involved in managing and executing operational tasks for the customer, ensuring it is timely and accurate.
You will report and maintain the reporting system and structure for the customer, ensuring data meets deadlines and is accurate.
You will manage and develop processes, initiating improvements to productivity and efficiency for the customer and DGF ZA to cut costs and improve team and customer experiences (Best Team & Best Customer Experience).
You will coordinate with the CDZ team, Customs, SARS, and regulatory requirements imposed due to customer requests and process changes.
You will manage VAT reporting, working with a team of experts from the customer's VAT team to learn, support, investigate, and resolve queries related to VAT.
You will manage delivery and warehouse operations.
You will manage commercial management and rates, coordinating with the Regional Customer Solutions and Innovation Manager to maintain and grow business volumes and lanes for the customer.
You will manage and control rates implementation for the customer, ensuring auto-rating and auto-costing performance and global rates changes.
You will coordinate with sales to optimally manage the account, commercial relationships with customer partners, and business growth.
You will manage finance, ensuring account payments, timely invoicing, and resolving finance team and customer finance queries.
You will manage and support customer exports and reverse shipments, working with the exports teams to streamline processes and integrate requirements into BAU.
You will manage claims and damages, working with various teams to resolve and settle claims while reducing or eliminating costs and improving processes.
You will manage audits and support their successful implementation from customers and other regulatory bodies.
You will formulate solutions for customer queries or requests, considering DHL capabilities, processes, and standards.
You will maintain systems knowledge of all customer and DHL systems, supporting their successful implementation internally while working with IT and other teams.
You will liaise with overseas stations, origins, the control tower, and global teams on the account.
You will monitor and follow up on shipments until delivery.
You will manage, monitor, and ensure the profitability of the account.
You will perform IT systems-related tasks to provide up-to-date information on systems and projects (internal and customer requested).
You will develop and maintain customer relationships while growing business opportunities for both the customer and DHL.
You will manage client requirements outlined in the customer SOP and DHL GF Standard Work Manuals, maintaining updated SOPs and manuals for both the customer and internal DHL-related SOPs.
You will attend customer-required calls, performance reviews, project calls, and updates.
You will participate in joint sales visits if necessary.
You will identify and report new possible business opportunities.
You will be a customer representative within DGF ZA, understanding customer processes, requirements, systems, and KPIs.

FAQs

What is the job title for this position?

The job title is In-House Customer Relations Controller.

Where is the location of this job?

This position is located in South Africa.

What are the primary responsibilities of the In-House Customer Relations Controller?

The primary responsibilities include managing customer queries, supporting local teams, monitoring KPIs and SLAs, coordinating with various departments, and formulating solutions for customer requests.

What qualifications are required for this role?

Candidates should have extensive knowledge of Ocean Freight and Air Freight Logistics, strong communication skills, problem management skills, and at least 5 years of experience related to the specified duties.

Is previous experience in both Imports and Exports necessary?

Yes, the role requires AFR and OFR experience in both Imports and Exports.

What type of company is DHL Global Forwarding?

DHL Global Forwarding is part of Deutsche Post DHL, and it operates as the Group's air, ocean, and road freight specialist.

Are there opportunities for career development within the company?

Yes, there are possible further career development opportunities available within DHL Global Forwarding.

What benefits does the company offer?

The company offers competitive salaries, opportunities in a global company, and potential for career growth.

Is overtime required for this position?

Yes, weekend overtime may be required if necessary.

What are the company's values?

The company's values include Respect and Results, along with a commitment to connecting people and improving lives.

Does DHL Global Forwarding support diversity and equal opportunity?

Yes, DHL Global Forwarding is an equal opportunity employer and evaluates qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

DHL

Transportation

Industry

10,001+

Employees

1969

Founded Year

Mission & Purpose

DHL is the leading global brand in the logistics industry. Our divisions offer an unrivalled portfolio of logistics services ranging from national and international parcel delivery, e-commerce shipping and fulfillment solutions, international express, road, air and ocean transport to industrial supply chain management. With about 395,000 employees in more than 220 countries and territories worldwide, DHL connects people and businesses securely and reliably, enabling global sustainable trade flows. With specialized solutions for growth markets and industries including technology, life sciences and healthcare, engineering, manufacturing & energy, auto-mobility and retail, DHL is decisively positioned as “The logistics company for the world”. DHL is part of Deutsche Post DHL Group.