Customer Solutions Agent - CPT at DHL

What you’ll own

• Ensure all shipments are collected and processed within agreed cut-off times.
• Process shipments in accordance with DHL network standards and operating procedures.
• Verify airway bills, shipment coding, documentation and destination requirements.
• Complete pre-alert processes and ensure customs documentation requirements are met.
• Coordinate Value Added Service (VAS) shipments with relevant stakeholders.
• Monitor and proactively manage priority, time-sensitive and high-value shipments.
• Ensure all shipments reach the appropriate gateway within required timelines.
• Monitor compliance with hazardous goods handling requirements.
• Ensure inbound shipments are processed and delivered within agreed service timelines.
• Manage exceptions relating to undeliverable shipments and coordinate tracing processes.
• Ensure inbound shipment processing complies with DHL network standards.
• Adhere to ISO, customs and duty recovery requirements.
• Build and maintain strong customer relationships through regular engagement.
• Act as the primary point of contact for operational and service-related enquiries.
• Ensure every customer interaction reflects DHL's standards of quality and service excellence.
• Resolve customer requests, concerns and service issues through effective coordination with internal stakeholders.
• Educate customers on DHL products, services, shipping requirements and operational procedures.
• Support customer adoption of new products, services and process changes.
• Flexibly support customer-facing activities across the onsite operation as required
• Ensure all shipment events, checkpoints and operational data are captured accurately and within required timelines.
• Monitor operational performance against service commitments and scorecard targets.
• Analyse operational reports and identify trends, risks and improvement opportunities.
• Escalate performance concerns and coordinate corrective actions with relevant stakeholders.
• Prepare accurate and timely operational reports.
• Collaborate with IT, Services and operational support teams to improve system utilisation and productivity.
• Support continuous improvement initiatives that enhance customer and operational performance.
• Coordinate customer requirements with Sales, Operations, Customer Service, Finance and other support functions.
• Support the management of customer operational supplies and consumables.
• Ensure customer supply requests are processed and fulfilled timeously.
• Assist in resolving customer account, billing and operational queries.
• Support implementation of operational initiatives and business priorities directed by management.
• Provide input into operational planning and forecasting activities as required.
• Identify potential sales opportunities during customer interactions.
• Refer qualified opportunities to the appropriate Sales representative for follow-up.
• Collaborate with Sales and other commercial teams to maximise business opportunities.
• Maintain accurate operational records, files and documentation in accordance with company standards.
• Monitor and action operational emails, system alerts and service platforms within required service levels

What we are looking for

• Diploma in Logistics, Supply Chain, Business Administration
• Minimum 2 years' experience in a customer service, logistics, courier, supply chain or operations environment.
• Strong communication, problem-solving, and relationship-building abilities.
• Proven experience in an onsite customer service or in-house operations environment.
• Knowledge of customs processes, import/export documentation and shipment processing.
• A valid driver's licence and access to a reliable vehicle would be advantageous.
• Willingness to travel occasionally to different customer sites when required.