About the job

DHL Global Forwarding has an opening for In-House Customer Relations Controller in South Africa. In this specific position you be coordinating all account operational requirements for the customer, addressing delivery and customs queries promptly, and maintaining an in-depth understanding of customer operations, requirements, and DHL processes and standards. It includes formulating solutions for customer queries within DHL’s capabilities, supporting and managing both internal efficiency projects and customer projects, managing audits, and supporting their successful implementation. Additionally, the role supports local teams in resolving queries, coordinates processes and tasks with local teams, origins, and the control tower, and collaborates with other departments such as Finance and Sales to effectively manage the account.

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In this In-House Customer Relations Controller position

• You will manage customer queries and customer business, maintaining a high degree of understanding of the customer business, requirements, requests, and systems.
• You will support the local team to manage and solve queries in a timely manner, while observing key customer process requirements and maintaining DHL customer service standards.
• You will manage KPIs and SLAs, monitoring and supporting the teams to achieve these critical customer issues.
• You will manage distribution and partner relationships, supporting deliveries and timely query management with the customer’s distribution network.
• You will coordinate processes and tasks with local teams (both customs – CDZ, customer service, and delivery), origins, and the control tower, supporting the various teams involved with query management.
• You will manage communication and information between all parties involved in managing and executing operational tasks for the customer, ensuring it is timely and accurate.
• You will report and maintain the reporting system and structure for the customer, ensuring data meets deadlines and is accurate.
• You will manage and develop processes, initiating improvements to productivity and efficiency for the customer and DGF ZA to cut costs and improve team and customer experiences (Best Team & Best Customer Experience).
• You will coordinate with the CDZ team, Customs, SARS, and regulatory requirements imposed due to customer requests and process changes.
• You will manage VAT reporting, working with a team of experts from the customer’s VAT team to learn, support, investigate, and resolve queries related to VAT.
• You will manage delivery and warehouse operations.
• You will manage commercial management and rates, coordinating with the Regional Customer Solutions and Innovation Manager to maintain and grow business volumes and lanes for the customer.
• You will manage and control rates implementation for the customer, ensuring auto-rating and auto-costing performance and global rates changes.
• You will coordinate with sales to optimally manage the account, commercial relationships with customer partners, and business growth.
• You will manage finance, ensuring account payments, timely invoicing, and resolving finance team and customer finance queries.
• You will manage and support customer exports and reverse shipments, working with the exports teams to streamline processes and integrate requirements into BAU.
• You will manage claims and damages, working with various teams to resolve and settle claims while reducing or eliminating costs and improving processes.
• You will manage audits and support their successful implementation from customers and other regulatory bodies.
• You will formulate solutions for customer queries or requests, considering DHL capabilities, processes, and standards.
• You will maintain systems knowledge of all customer and DHL systems, supporting their successful implementation internally while working with IT and other teams.
• You will liaise with overseas stations, origins, the control tower, and global teams on the account.
• You will monitor and follow up on shipments until delivery.
• You will manage, monitor, and ensure the profitability of the account.
• You will perform IT systems-related tasks to provide up-to-date information on systems and projects (internal and customer requested).
• You will develop and maintain customer relationships while growing business opportunities for both the customer and DHL.
• You will manage client requirements outlined in the customer SOP and DHL GF Standard Work Manuals, maintaining updated SOPs and manuals for both the customer and internal DHL-related SOPs.
• You will attend customer-required calls, performance reviews, project calls, and updates.
• You will participate in joint sales visits if necessary.
• You will identify and report new possible business opportunities.
• You will be a customer representative within DGF ZA, understanding customer processes, requirements, systems, and KPIs.

Now, Here’s What We Need From You.

• Extensive knowledge of Ocean Freight & Air Freight Logistics and Operations
• Global Logistics and Geographical knowledge
• Strong Communication skills (both written and verbal)
• Ability to identify and meet customer needs in a timely, pleasant and friendly manner
• Commercial attitude
• Problem & Conflict management skills.
• Time Keeping and deadline awareness
• Great Interpersonal skills & team dynamics.
• Cultural and emotional intelligence.
• Knowledge of both Imports & Exports processes.
• Interdepartmental process awareness.
• Knowledge of Global logistics claims processes and laws.
• Results driven and attention to details
• Computer and Microsoft Office Literate
• Basic Financial Acumen (Revenue, Cost, Gross Profit, etc)
• Weekend Overtime if required
• 5 years experiences directly related to the duties and responsibilities specified.
• AFR and OFR experience, both Imports and Exports.

We offer:

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