Expert - Control Tower

CONNECTING PEOPLE – IMPROVING LIVES
 

DHL Global Forwarding is one of the world’s leading logistics providers, providing air, OMS and ocean freight forwarding services.

At GSC (Global Service Center), as the captive Shared Service Provider for DHL Global Forwarding and DHL Freight, we are proud to have nearly 5.000 colleagues across six service delivery centers on a mission to deliver best-in-class business through 12 service lines. Day by day we strive to create a great employee experience, we are proud to be awarded as a Great Place to Work.
 

YOUR CAREER, DELIVERED
 

Join DGF Global Service Center Budapest - we are looking for Agents in Order Management Solution (OMS) service line!
 

Position name: AFR/OFR Expert -  Control Tower
 

The primary objective of this role is to ensure fast, accurate, and efficient service to customers, thereby contributing to high levels of customer satisfaction.

The Customer Service Specialist is responsible for maintaining primary contact with assigned customers, including receiving and recording orders, answering questions and handling requests, solving problems in close cooperation with internal departments and international teams, managing complaints, issuing spot rate offers, tracking shipments, and maintaining accurate customer reports.
   

Key Responsibilities:



* Serve as the primary point of contact for customers


* Maintain and develop strong, long-term customer relationships


* Receive and process customer bookings and instructions


* Monitor shipments on a continuous basis


* Communicate shipment status updates and potential issues proactively


* Take immediate corrective and preventive actions when service failures are at risk, including proper escalation


* Coordinate issue resolution with relevant stations, regions, and control tower teams


* Provide spot quotes to customers when required


* Prepare and send invoices on time, monitor payments and disputes


* Manage damage or loss claims based on customer agreements


* Respond to customer inquiries and requests


* Handle and resolve customer complaints, involving relevant departments if needed


* Prepare and send regular customer performance reports


* Analyze and report delivery performance on a regular basis


* Ensure compliance with contractual KPIs


* Initiate and follow up on quality improvement measures


* Manage the implementation of new projects and ensure regional alignment


* Follow and update Standard Operating Procedures


* Complete all administrative tasks accurately and on time


* Support other ad-hoc tasks assigned by the line manager

   

Requirements:



* Education: University or secondary education in a relevant field


* Preferred qualifications: Knowledge in freight forwarding, logistics, or international trade


* Specialized knowledge (preferred):
+ Sea and air freight operations
+ Cust...