上海招聘

Role Purpose:

§ Acts as key contact for allocated customers

§ Accepts and processes orders for handover to Operations

§ Stays informed on shipment and exception status for allocated customers

§ Proactively informs customer on shipment status and exceptions

§ Provides spot quotations and performs up- and cross-selling on inbound customer calls

§ Passes on leads to Sales

§ Handles customer inquiries

§ Handles customer requests with regard to Go Green topics

§ Takes and handles any customer complaints; solves customer complaints or assigns tasks

to other functions

§ Acts as first contact point for customer claims for notification and reception of claims and

respective document collection

Main tasks & key responsibilities:

§ Develops relationship with allocated customers

§ Participates in joint Sales visits if necessary

§ 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

§ Provides spot quotations and closes contract

§ 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

§ Takes customer requests with regard to Go Green topics and informs Regional Go Green

Head

§ 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

§ Escalates issues, if required

Qualifications:

§ Good knowledge of forwarding business, DGF products (AFR/OFR) and business systems

§ Good knowledge of CS processes and systems

§ Ability to identify and meet customer needs in a pleasant and friendly manner

§ Excellent communication and interpersonal skills

§ Good telephone and E-mail skills

§ Commercial attitude

§ Good knowledge in English (verbal/written)

DHL全球货运 (DHL Global Forwarding)是德国邮政（Deutsche Post DHL）旗下的货运物流板块，与DHL快递、DHL供应链管理一起，是DHL在中国的三大业务分支。

DHL全球货运为国际国内海空运业界翘楚。网点遍布全球220个城市，齐全的产品门类满足客户一站式的物流需求。DHL全球货运中国区提供主要服务和产品门类包括：空运、海运、国内空运、项目物流/租船业务、国际物流管理和国际供应链管理。

DHL全球货运中国在的分公司遍及全国40个城市，拥有超过2500名的员工，超过111，000平方米的仓库。

DHL在全球推行“2015战略”，致力于成为“客户首选”、“雇员首选”与“投资者的首选。”

DHL Global Forwarding is owned by Deutsche Post DHL, together with DHL Express, DHL Supply Chain, are the three main business units of DHL in China.

DHL Global Forwarding is the market leader in ocean freight and air freight as an international freight forwarder and also in the Chinese logistics market. The main products and services under DHL Global Forwarding are: International Airfreight, Ocean Freight, Domestic Airfreight, Industrial Projects/Chartering, Logistics Management Service and International Supply Chain.

At present, DHL Global Forwarding China has branch office in 40 cities all over China: Harbin, Changchun, Shenyang, Beijing, Dalian, Tianjin, Yantai, Qingdao, Lianyungang, Jinan, Xi'an, Urumqi, Wuxi, Suzhou, Nanjing, Shanghai, Hefei, Hangzhou, Ningbo, Chengdu, Wuhan, Chongqing, Changsha, Nanchang, Xiamen, Fuzhou, Kunming, Nanning, Guangzhou, Zhongshan, Dongguan, Shenzhen, Foshan,
Zhuhai, Haikou, Huizhou, Wenzhou, Xuzhou, Taiyuan and Zhengzhou, with more than 2500 employees and over 111,000 square meter warehouse.

The group is utilizing its Strategy 2015, and striving to become provider, employer and investment of choice.

联系方式：
公司总部地址：
上海市中山南路318号东方国际金融大厦2号楼14层
邮政编码：200010

若您愿意加入我司的人才储备库，请将简历发送至DGFCN.Careers@dhl.com