As an Expert with Ocean Freight Service Line at DHL Global Forwarding Freight (DGFF) Global Service Center (GSC)!

Job Title: Expert OFR - OAM

RCS Grade: L

Job Location: DHL Global Forwarding, Freight (DGFF) GSC, India (Mumbai)

In this role, you will be customer facing, collaborating with multiple stakeholders, internal & external, to drive efficient and seamless Ocean freight forwarding operations, with proactive engagements, and providing exceptional service to business partners and clients. This role acts as a bridge between customers & DHL network.

Key Responsibilities:

• Operational responsibility of OFR files for assigned customers (signed of by regional OFR head)

• Data management incl. leveraging other GSC teams for mandatory and recommended services including respective handover

• Respond to customers consistently and confidently by providing accurate information in areas such as shipment status and tracking, documentation requirements, transit time and prices (through phone calls and emails as required).

• Issue spot quotes, process orders, organize, book, monitor and track shipments, also facilitate invoicing.

• Proactively identify risks, potential problems, and collaborate with stations to mitigate/resolve, or report to management on events and exceptions, as necessary. Simultaneously send proactive updates to the customer.

• Meet all commitments to the customers in terms of follow-up/ongoing communication.

• Maintain compliance with KPIs, SOPs, and regulations.

• Follow up with DGF operations for booking/schedule/pre-alerts. Validate and share details with the customer.

• Enhance service experience in DHL by exercising professionalism and empathy when dealing with each individual customer's varying needs and demands.

• Record any customer complaints; solves customer complaints or assigns tasks to other functions as per the process.

• Well versed with Freight forwarding terms specially incoterms and ways to connect locally to offer best solution to end customer.

 • Manage and send customer reports.

Required Skills/Abilities:

• Professional experience: 2-3 Years of experience in a similar field (ocean or air transport) as a freight forwarder is required.

• Education: Graduation is required.

• Preferred qualification: Knowledge of freight forwarding, logistics, foreign trade.

• Preferred special professional skills: Knowledge of sea/ocean or air transport.

• Language knowledge: Active knowledge of the English language at least at an intermediate level, both spoken and written, is a must.

• Technical skills: MS Office user-level knowledge is a must; strong Excel knowledge is preferred.

• Business system: (CargoWise1/TMS) knowledge is required.
• Skills and competences:
▪ Customer focus, customer service approach
▪ Pro-active, problem-solving attitude
▪ Team player mentality
▪ Analytical skills, attention to details
▪ Communication skill

Join our team at DHL Global Forwarding, Freight (DGFF), Shared Services (GSC), a Great Place to Work certified organization and as a part of a forwarding division, proud recipient of multiple prestigious awards, including Top Employer in India, Top Employer Asia Pacific, and Top Employer Global.

Apply now and embark on an exciting journey with us!

Why Join Our Shared Services (GSC) Team?

At GSC, you will be part of a strong team that respects its employees, society, and the environment. You will interact with people from all over the world and get the chance to experience the unique international spirit of GSC DHL. We offer benefits and programs to help you manage your time at and away from work, enabling a healthy work/life balance. With highly competitive compensation, incentive, and bonus plans, we recognize and reward your hard work.

As one of the top captive shared services globally (recognized by SSON), GSC offers a wide range of interesting job challenges and opportunities in our different Centers based in 4 countries. Our performance management system supports us in recognizing your potential, evaluating your performance, and continuously planning the development of your career within GSC and within our DHL group. We will always enable you to take on responsibility and encourage your growth, personally and professionally.

As the Global Service Center, we offer wide range of services to our business partner spread across more than 100 countries. GSC has experienced, diverse, and passionate team of 4600+, that value adds to our Business Partners through our expertise in process and service management, enabled with technology and robust people culture.

You can SmartConnect us to know more about GSC and hear from our own people.