Job Req Number:  126383
Time Type: Full Time

Designation:

Reporting Line:

General Responsibilities:

Handle daily operational inquiries, order tracking, exception management, and customer communication within the Control Tower framework. Internal operations, and vendors to ensure timely, accurate, and professional service delivery.

Detailed Responsibilities:

1. Daily Operations & Order Management

• Monitor daily orders from order entry through delivery and POD confirmation.
• Perform track & trace activities to ensure shipment visibility and timely status updates.
• Coordinate with customers, vendors, end consignee and relevant internal departments to ensure smooth daily operations.

2. Customer Service & Communication

• Act as the primary point of contact for assigned customers regarding daily operational inquiries and status updates.
• Respond to customer queries in a timely and professional manner, ensuring accurate information is provided.
• Prepare and distribute daily/weekly operational reports to customers as per agreed templates and schedules.
• Support the CT Manager in preparing MBR & QBR review and customer meetings

2. Exception Handling & Troubleshooting

• Serve as the first responder for operational exceptions (e.g., delays, damages, booking issues, system issues, customer complaints).
• Coordinate with Area Operations, vendors, and customers to drive timely resolution.
• Follow up on outstanding cases until closure and document lessons learned.

3. Reporting & Data Management

• Generate daily/weekly/monthly operational reports as required.
• Maintain accurate and up-to-date records in Systems (e.g., Fastlane, Customer’s System Excel tracking sheets).
• Assist in KPI data collection and analysis for continuous improvement initiatives

5.   Billing & Exceptional Charge Management

• Bill Preparation & Accuracy Control

• Prepare customer invoices based on verified shipment records, service agreements, and agreed rates.
• Conduct self-check on billing accuracy before submission.
• Investigate and correct any billing discrepancies identified by customers or Finance in a timely manner.

• Exceptional Charge Quotation & Follow-up

• Prepare and issue exceptional charge quotations (e.g., detention, demurrage, special handling fees, overtime charges) to customers upon request or as triggered by operational events.
• Follow up on quotation approval and ensure charges are captured in the final invoice.
• Maintain an exceptional charge log to track quotation status, approval timeline, and collection results.
• Coordinate Commercial when exceptional charges require negotiation or escalation

6. Vendor Coordination

• Communicate with vendors on daily operational matters, including pickup/delivery schedules, documentation, and issue resolution.
• Log vendor performance issues and share with the CT Manager for escalation or review.
• Assist in managing and developing vendors to ensure service quality and compliance

7. Process Compliance & Continuous Improvement

• Adhere to all CT SOPs, workflows, and escalation protocols.
• Ensure all communications and actions are documented in accordance with CT standards.
• Identify opportunities for process or system improvement and provide feedback to the CT Manager.

Communications

• Internal: CT Team, Area Operations, Commercial, Finance, PDD/IT, Vendor Management
• External: Customers, Vendors, Shipper, Consignee

Qualifications & Experience:

• At least 3 years of hands-on experience in transportation operations, customer service, or logistics coordination.
• Fair understanding of China transportation regulations, infrastructure.
• Bachelor's degree .
• Professional Knowledge:​ Basic understanding of domestic transportation operations (linehaul, distribution, cross-docking, FTL/LTL).
• Software Skills: Proficient in MS Office (Word, Excel, PowerPoint); experience with TMS.
• Language Skills: Good command of both Chinese and English (written)
• Team spirit, good execution capability, and problem-solving mindset.
• Ability to work under pressure and respond to urgent situations calmly and effectively.

Keywords:

Efficiency-driven – Accuracy-focused – Productivity-minded – Accountable – Proactive – Collaborative – Data-driven – Customer-centric

DSV – Global transport and logistics

Working at DSV means playing in a different league.

As a global leader in transport and logistics, we have been on an extraordinary journey of growth. Let’s grow together as we continue to innovate, digitalise and build on our achievements.

With close to 150,000 colleagues in over 90 countries, we work every day to offer solid services and meet our customers’ needs and help them achieve their goals. We know that the best way to achieve this is by bringing in new talent, fresh perspectives and ambitious individuals like you. 

At DSV, performance is in our DNA. We don’t just work – we aim to shape the future of logistics. This ambition fuels a dynamic environment built on collaboration with world-class team players, accountability and action. We value inclusivity, embrace different cultures and respect the dignity and rights of every individual. If you want to make an impact, be trusted by customers and grow your career in a forward-thinking company – this is the place to be.

Start here. Go anywhere

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