AFR Customer & Operations Specialist

Would you like to be part of the most international company in the world? A company operating in more than 220 countries worldwide and has been pioneering cross-border express shipping since 1969.  Would you like to be part of a business that connects people across the globe and want to make a difference? Then waste no time and join our amazing team at DHL Group. DHL Global Forwarding, Freight (DGFF) is the Group's air, ocean, and road freight specialist. We offer standardized transport as well as highly specialized end-to-end solutions to customers in a wide range of industries globally.

DHL Global Forwarding Morocco has an opening for a AFR Customer & Operations Specialist where you will be responsible for the Airfreight operations management, from pick up order to flight departure including billing of the charges.  Join us now in connecting people and improving lives.

 In this AFR Customer & Operations Specialist position

• You will organize pick up of goods with transporters, shippers, broker, and airline companies.
• You will follow up shipment with Origin and update customer accordingly.
• You will proceed with billing to customer and/or different DGF Station after departure/Upon Arrival of every shipment.
• You will ensure Transport & logistics operations in good conditions, in a small lead-time.
• You will reduce charges & ensure good margin for the company.
• You will reduce lead times of operations to load on 1st flight booked.
• You will communicate with Customers & DGF station & follow up on emails.
• You will satisfy & help advise solutions to customer.
• You will escalate problems to higher level when needed.
• You will convince customers to accept proposed solution and programs where there is little interest in cooperating or participating.
• You will manage a customer complaint and claim handling, problem solving and tailored services to support the business.
• You will issue correct invoice to customer following set KPI’S.
• You will be responsible for the day-to-day application of organizational policies and procedures in line with the GSOP (Global Standard Operating Processes) to maximize effectiveness and to resource allocation.
• You will manage a customer complaint and claim handling, problem solving and tailored services to support the business.
• You will identify and promote areas with potential for revenue generation to cross-sell, upsell services including value added services.
• You will verify cost and selling avoiding any GP leakage.
• You will follow up set processes to meet deadlines/KPI’S.
• You will follow up claims, missing ships, short shipped cargo or any kind of issues with airlines and coordinate with Origins if needed, and update customer accordingly.
• You will ensure accounts handled are provided top-quality customer service - customized where required – in a cost-effective way whilst enhancing customer loyalty.

Now, here’s what we need from you

• 3 years’ experience
• Preferably an experience with Cargowise
• Bachelor’s Degree or equivalent experience/qualification

We offer:

• Opportunities in a global company where you can contribute your ideas and skills to move towards our shared goals.
• Possible further career development
• Competitive salary

Why join DHL Global Forwarding?

We are part of DHL Group, the world’s leading logistics provider with operations in over 220 countries. Visit our career site on the web at https://www.logistics.dhl/us-en/home/careers.html

Our TOP EMPLOYER prestigious certification attests to our best-in-class efforts to attract and retain talent by fostering a positive work environment and encouraging personal and professional development among employees. The development of talented women in our organization will be a focus for us and an important part of our DGF Strategy 2025. 

We aspire to become the undisputed leader in our industry, when people think of forwarding; we want them to think DGF because we have:

• The largest global network with more than 30,000 passionate employees
• The most efficient processes and fastest response times
• The best solutions and best customer service

Our Vision: The Logistics Company for the World.

Our Mission: Excellence. Simply Delivered.
Our Purpose: Connecting People, improving lives.
Our Values: Respect & Results
Our Goals: Employer, Provider, and Investment of Choice, Living Responsibility

DHL Global Forwarding is an equal opportunity employer.  We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. 

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