Operations, Air Freight
2 days ago
Job Req Number: 45524
Time Type:
DSV Air & Sea is constantly evolving and expanding with the global market. Working for the world's 3rd largest global supplier of transport and logistics can open many opportunities for you to develop your career on an international scale.
**Role & Responsibilities**:
- Manage key Customers, owning the relationships
- Ensure export files are fully and accurately completed.
- Resolve complaints and respond to queries within agreed timelines
- Liaise directly with Customers/Logistics to resolve exceptions/discrepancies
- Liaise directly with overseas departments on shipment, planning and coordination
- Update system with all required inputs including root cause and solution
- Manage exceptions pro-actively with quick response times, first escalation point for Exports.
- Receive and send pre-alerts/routing orders/bookings from customers/ network and sales.
- Pre-alert at least 24 hrs. Prior to shipment arrival.
- Monitor ETD /ETA with airlines/handling agents/DNATA and ensure freight has Departed as per schedule and update the customers.
- Resolve complaints and respond to queries within agreed timelines
- Liaise directly with Customers/Logistics to resolve exceptions or discrepancies
- Liaise directly with overseas departments on shipment, planning and coordination
- Update system with all required inputs including root cause and solution
- Coordinate with clients regarding freight clearance instruction, type of Bill of Entry and ensure correct documentation for customs clearance
- Follow up with the customers/ network for the documents where ever required.
- Inform customer of shipment status regularly.
- Follow up on Sea Air shipments, maintain DSR.
- Ensure correct cost accruals, check CASS billing, Follow up on wrong billing from Dnata, CASS etc.
- Ensure that all job files are maintained as per the assigned customers.
- Coordinate with third parties, sales and finance to meet operational requirements.
- Resolve issues regarding damage/ claims and ensure to escalate these issues on timely manner.
**Invoicing**:
- Ensure accurate invoicing is completed daily and within 72 hours of shipment completion. All supporting documents are attached with the invoices, as per the client requirements.
- Ensure billing is 100% accurate
- Ensure timely resolution of any discrepancy in invoicing. Any delays to be communicated to manager.
- Credit note to be strictly avoided, an approval should be obtained from the operations manager prior to issuing any credit note.
**Qualifications & Characteristics**:
- Minimum of 4 year’s experience of working in a customer service role in freight forwarding industry.
- A Bachelor’s degree.
- Customer service oriented and result driven.
- Good communication, influencing and organisation skills.
- Must be able to take ownership of problems and provide solutions to clients in a timely manner.
- Ability to handle customer complaints effectively and professionally within a timely manner
- Excellent team player and support team as and when required.
- Ability to define requirements, analyse facts, and determine relevant solutions/actions to be taken.
- Ability to meet deadlines and work under pressure.
**DSV - Global transport and logistics**
DSV is one of the very best performing companies in the transport and logistics industry. 75,000 employees in more than 90 countries work passionately to deliver great customer experiences and high-quality services - as part of the operation or in a variety of supporting roles. If you have drive and talent and enjoy responsibility, we’ll give you the support you need to explore your potential and forward your career.
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