Job Req Number:  78785
Time Type: Full Time

Purpose of Position
The primary purposes of this role are:

• To perform a highly professional and motivated Customer Service and responsible to provide a customer focused approach in all aspects of Import and Export shipments. 
• To ensure Customer Satisfaction on all services rendered, matching or exceeding Service Performance Target(s) defined.
• To continuously seek and address areas of potential improvement and optimization work processes.  

Key Tasks

• Liaise with Daily Operation, Warehouse and Overseas stations on day to day customer requirements.
• Maintain regular contact with customer and respond promptly to enquires and ensure that all requirements and needs are met 
• Create & maintain positive environment that promotes positive 2-ways communication & foster teamwork within the section
• Identify root cause on service issues and timely address them to relevant functions
• Ensure data availability to perform required Customer KPI report analysis
• Maintain accountability and accuracy for meeting the deadlines for customer KPI reporting
• Monitor customer shipment on daily/weekly basis; depend on the customer business model
• Address data quality and/or quantity issue to relevant operational issues
• Ensure proper execution of agreed services sold and continuously monitoring internal operations as per service performance KPIs defined.
• Seek, promote, and initiate continuous improvement opportunities.
• Back-up for team members as necessary on Operation
• Promote, present, and adhere to DSV’s professionalism and policies at all times.
• Attend to queries from customs, customers and DSV overseas offices relating to Export procedures, declaration and other specific requirements.  
• Any other job-related tasks as assigned by the superior.
• Adherence to the Code of Conduct policy of the DSV Group 

Customer Relationship

• Act as a key contact point for customer inquiries and ensure customer satisfaction and sustainable business relationship.
• Participate in regular Performance Review Meeting as required.
• Act as main interface between Internal teams and Customers.

Competencies 

• Strong communication and networking skills
• Organization skills including prioritizing, planning, assigning and controlling objectives
• High ability to define problems, analyze facts and determine valid solutions to resolve the issues
• Ability to focus on customer service as a core value, increasing operational efficiencies and setting and monitoring high standard of quality
• Decision making abilities
• Result Oriented and Customer focused
• Good inter-personal skills with positive mindset
• High integrity
• Target Driven 
• Flexible & Dynamic to Change
• Microsoft Office

Experience & Education 

• Bachelor’s degree or Diploma
• 1-5 years of Freight Forwarding Experience
   

DSV – Global transport and logistics

DSV is a dynamic workplace that fosters inclusivity and diversity. We conduct our business with integrity, respecting different cultures and the dignity and rights of individuals. When you join DSV, you are working for one of the very best performing companies in the transport and logistics industry. You’ll join a talented team of approximately 75,000 employees in over 80 countries, working passionately to deliver great customer experiences and high-quality services. DSV aspires to lead the way towards a more sustainable future for our industry and are committed to trading on nature’s terms.

We promote collaboration and transparency and strive to attract, motivate and retain talented people in a culture of respect. If you are driven, talented and wish to be part of a progressive and versatile organisation, we’ll support you and your need to achieve your potential and forward your career.

Visit dsv.com and follow us on LinkedIn, Facebook and Twitter.