Airfreight Import Customer Operations Specialist

We have an exciting opportunity for an Airfreight Import Customer Operations Specialist that has recently become available. This role is in our  Airfreight Import Team in our Melbourne (Tullamarine)office.

About us

CONNECTING PEOPLE. IMPROVING LIVES

DHL is the leading global brand in the logistics industry. Our DHL divisions offer an unrivalled portfolio of logistics services ranging from national and international parcel delivery, e-commerce shipping and fulfillment solutions, international express, road, air, and ocean transport to industrial supply chain management. With about 395,000 employees in more than 220 countries and territories worldwide, DHL connects people and businesses securely and reliably, enabling global sustainable trade flows. With specialized solutions for growth markets and industries including technology, life sciences, healthcare, engineering, manufacturing & energy, auto-mobility, and retail, DHL is decisively positioned as “The logistics company for the world.”

DHL is part of the DHL Group. The Group generated revenues of more than ninety-four billion euros in 2022. With sustainable business practices and a commitment to society and the environment, the Group positively contributes to the world. DHL Group aims to achieve net-zero emissions logistics by 2050.



Overall Role Purpose
As an Airfreight Import Customer Operations Specialist, you will receive training and development in the below responsibilities:

• Acts as key contact for allocated customers (AFR)
• Accepts and processes orders for handover to Operations.
• Stays informed on shipment and exception status for allocated customers.
• Proactively informs customers on shipment status and exceptions.
• Provides spot quotations and performs up-and-cross-selling on inbound customer calls.
• Pass leads onto our sales department.
• Manages customer inquiries.
• Manages customer requests regarding Go Green topics.
• Takes and manages customer complaints; solves customer complaints or assigns tasks to other functions.
• Acts as a first contact point for customer claims for notification and reception of claims and respective document collection.
• Billing of Air Freight Customs shipments, accurately and timely

Accountabilities

Customer, Other Stakeholder & Process

• Monitor and arrange retrieval of general cargo and cold chain shipments from airlines.
• Submit cargo reports to the Australian Border Force
• Invoicing of externally cleared import airfreight shipments.
• Interrogate Customs status using ICS.
• Complete corrections to rating errors and AWBs.
• Conduct any corrections and adjustments as necessary to the Airfreight Import forwarding process.
• Manage general enquiries as received via email or phone.
• Lodge intends to claim on airlines for damages.
• Provide support and backup to fellow team members where required.
• Additional tasks as instructed by Department Manager / Supervisors.

Skills / Qualifications

• Minimum two (2) years of previous experience in the Shipping/International freight forwarding industry in airfreight operational roles (advantageous)/ Import operational roles (advantageous).
• Minimum two (2) years of previous experience in general accounting, invoicing, customer service, or operations.
• CargoWise & Expedient experience (advantageous)
• Be an initiative-taking initiative-taker.
• Be results-driven and be able to demonstrate effective communication and administration skills.
• Possess a high degree of diligence and a professional work ethic.
• Adaptable to changes daily due to customer requests.
• A high degree of reliability and mindfulness.
• Good knowledge of forwarding business, DGF products (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 people skills
• Results-driven and attention to detail.
• A high degree of written, verbal, and organisational skills
• Proven direct experience in used accounting systems is preferred.
• Solid experience in MS Excel (e.g., Pivot Tables, charts, etc.) required.
• Strong analytical skills

Why DHL Global Forwarding?

Apart from a competitive remuneration with an incentive scheme; flexibility with our ‘Work from Home’ policy; an opportunity to join a small positive & friendly team; and the ability to cross-train and offer ongoing career progression we also have some impressive Employee Benefits. 


Not only do you get discounts on everything from Health Insurance, Flights, Car Hire & Hotel Accommodation, etc. – but you also get to collaborate with a talented team of enthusiastic people all working towards a common goal – delivering the best, initiative-taking service for our clients! 

Excellence. Simply Delivered.


So if you are reading this thinking, this is ME!

APPLY NOW!