In-House Customer Relations Controller at DHL Supply Chain

Job Description

Global Forwarding Freight – South Africa has an opening for an In-House Customer Relations Controller where you will coordinate all account operational requirements for the Customer, coordinate the delivery and Customs queries raised by the customer in a timely manner, maintain a comprehensive understanding of the customer operations, requirements, DHL processes and standards, formulate solutions for customer queries or requests while taking into consideration DHL capabilities, processes and standards, support and manage projects both internal {to increase efficiency & productivity}  as well as project by the customer, manage audits and support their successful implementation and coordinate with other departments like Finance and sales to optimally manage the account.  Join us now in connecting people and improving lives.

In this In-House Customer Relations Controller position

• You will manage customer queries and customer business, maintain a high degree of understanding of the customer business, requirements, requests as well as systems.
• You will support 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 be responsible for KPIs & SLA management, being that these are critical issues for the customer, monitoring and supporting the teams to achieve these will be extremely important.
• You will be responsible for Distribution and partner management, supporting deliveries and timely query management with the distribution network of the customer.
• You will coordinate processes, tasks, with local teams {both customs – CDZ, customer service & delivery}, origins and control tower. Supporting the various teams involved with query management.
• You will be responsible for communication and information managements between all parties that are involved in managing and executing operational tasks of the customer, this must be timely and accurate.
• You will be maintaining the reporting system and structure for the customer, making sure that data out of the reporting meets deadlines and is accurate.
• You will process management and development, you will initiatives to improve productivity and efficiency for the customer and DGF ZA to cut costs and improve team and customer experiences.
• You will coordinate with the CDZ team, Customs, SARS and regulatory requirements that are imposed due to customer requests and process changes.
• You will work with a vast team of experts from the VAT team of the customer in which you will learn, support, investigate and resolve queries related to VAT.
• You will be managing and coordinating with the Regional Customer Solutions and Innovation manager for the customer to maintain and grow business volumes and lanes for the customer.
• You will manage and control rates implementation for the customer with ensuring Auto-rating and Auto-costing performance of the customer and Global rates changes.
• You will coordinate with sales to optimally manage the account, commercial relationship with partners of the customer and ultimate business growth.
• You will be responsible for finance management & support to ensure account payments, timely and process driven invoicing, manage finance team queries and customer finance queries.
• You will manage and support Customer Exports and reverse shipments, process and queries. Working the Exports teams to streamline processes and integrate requirements into BAU.
• You will manage claims, damages and work with the various teams and processes involved to resolve and settle claims. Cost reduction or elimination of claims is key while constantly improving processes with various teams involved.
• You will manage audits and support their successful implementation from customer and other parties or regulatory bodies that request for audits into the account and its operations.
• You will formulate solutions for customer queries or requests while taking into consideration DHL capabilities, processes, and standards.
• You will maintain systems knowledge of all customer systems and DHL systems and support their successful implementation internally while working with IT and other teams.
• You will be liaising with overseas stations / origins and Control Tower as well as the Global Teams on the account.
• You will be monitoring and following up on shipments until delivery.
• You will be managing, monitoring, and ensuring 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 relationship while growing business opportunities for both the Customer and DHL.
• You will manage the clients’ requirements outlined on customer SOP and DHL GF Standard Work Manuals as well as maintain updated SOPs and manuals for both the Customer and internal DHL related SOPs.  
• You will attend the different customer required calls, performance reviews, project calls and updates.
• You will participate in joint Sales visits if necessary and identify and report new possible business opportunities.
• You will be a customer representative within DGF ZA, who understands customer processes, requirements, systems and KPIs.

Now, here’s what we need from you.

• Must have a Matric
• Preferable tertiary education including diploma or above is an advantage.
• A minimum of 3 years Airfreight Logistics and Operations