Main Tasks:

Develops relationship with allocated customers
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
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 with regard 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

Requirements:

Junior or Senior Students who can work at least 4 days per week
Resumé in English
Good English skills (both speaking and writing)
Can-do attitude, hard-working and enthusiastic
Good administrative skills, results driven and detail oriented
Ability to handle multiple and hanging priorities
Ability to work effectively, independently and in a Team environment.

Working Location: DHL Global Forwarding (Vietnam) Corporation – Hanoi Branch – F18, Charmvit Tower, 117 Tran Duy Hung, Yen Hoa Ward, Hanoi, Vietnam

Notice:

We kindly request that candidates submit their CVs (résumé) in English as part of the application process.

Customer Service Intern at Air Freight Department