In-House Customer Relations Controller at DHL

In this In-House Customer Relations Controller position

• 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.

 Now, here’s what we need from you.

• 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.

We offer:

• Opportunities in a global company where you can contribute your ideas and skills to move towards our shared goals.
• Possible further career development
• Competitive salary