天津招聘

职位描述：
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) 举报 分享

敦豪全球货运（中国）有限公司简介
敦豪全球货运（中国）有限公司是敦豪全球货运物流在中国的旗下公司之一。敦豪全球货运物流（ DHL Global Forwarding) 即全球500强企业德国邮政集团敦豪集团（DPDHL)旗下致力于物流货运的业务板块，在国内主要从事国际及国内空运、海运、行业项目/包机，客户项目管理以及国际供应链管理等业务。现有员工约2400人，在全国32个城市设有分支机构, 是国内空海运行业的翘楚.公司目前正在实施“首选战略”，拟通过提高服务质量和创造令人愉悦的工作氛围成为客户及员工首选，使其不仅是行业最大，而且是最优秀的公司。

Global Service Center
为提高服务质量，力求实现物流与信息流的的高效集成，DHL全球货运服务共享中心成都中心于2009年10月成立。将中国大陆，中国香港,中国台湾，日本，韩国及公司其他亚洲地区的海运及空运进出口物流信息处理维护集中于成都中心管理。即运用现代信息处理技术进行统一化的物流信息的收集、存储、传输、加工整理、维护，输出和分析。现成都中心拥有员工450人，另外位于印度孟买和菲律宾马尼拉的中心员工规模达1500人。