Air Freight Import Customer Operations Specialist

Join our dynamic Team at DHL Global Forwarding! We are looking for an Air Freight Customer Operations Specialist within the Airfreight Import team at our Sydney Station.

Key Responsibilities


* Serve as the strategic liaison for high-value or complex customer accounts, ensuring seamless end-to-end management of job files from initiation to closure.


* Lead customer engagement, proactively addressing queries and concerns with a solutions-oriented approach and escalating only high-risk or unresolved issues.


* Oversee booking execution and documentation, ensuring alignment with client expectations, contractual obligations, and internal SOPs, while driving process efficiency.


* Ensure shipment planning and execution meets or exceeds customer-specific KPIs, particularly "on time" performance, through proactive coordination and risk mitigation.


* Maintain data integrity within the Transport Management System (TMS), ensuring all shipment milestones are accurately captured in real time.


* Own the financial performance of each job file, ensuring accurate billing, full capture of services rendered, and correct application of revenue and cost allocations.

Key Accountabilities


* Champion customer satisfaction and retention, ensuring every shipment reflects operational excellence and contributes to long-term client partnerships.


* Drive profitability and cost control, identifying margin improvement opportunities across job files and implementing corrective actions where needed.


* Continuously improve operational workflows, using customer feedback and performance data to refine processes, and escalating only when strategic intervention is required.


* Ensure compliance and documentation excellence, maintaining audit-ready records aligned with shipment requirements, SOPs, and regulatory standards.

 

To be successful you will need

All employees are expected to demonstrate our core behavioural dimensions to be successful.


* To Drive success through focusing on and utilising your strengths in a relentless pursuit of results.


* To Create a culture of trust where everyone feels empowered and motivated to work towards a common purpose.


* To Maintain a positive mindset, prioritising clear objectives in the face of challenges, change and uncertainty.


* To Demonstrate the will to win, being determined to succeed collaboratively while driving opportunities for growth.

What to expect from us

What makes DHL great? Our People! We know each employee’s individual contributions collectively ensure we remain one of the largest delivery and logistics companies worldwide.

We are dedicated to being a great place to work.

In addition to competitive compensation packages, our employees enjoy a range of programs, services and benefits that bring the best to their personal lives.


* Hybrid working options available after successful onboarding.


* Consistently voted as a great place to work.


* ...