Customer Relation Specialist

Danzas AEI Emirates L.L.C. is a joint venture between Al Tayer Group and DHL Global Forwarding. It’s the market leader in Freight Forwarding and Logistics in Dubai.

The brand name is taken from the original Danzas Company, now rebranded as DHL Global Forwarding, which was established in 1815 by Louis Danzas. In the UAE, Al Tayer Group started the logistics business in 1989, later rebranding as Danzas AEI Emirates. The company has grown from strength to strength to become the leading logistics provider in Dubai and the Northern Emirates.

With a workforce of 1,200 DHL Certified Logistics and Freight Forwarding experts, Danzas puts its people front and center of everything, to ensure it attracts, develops and retains the best team, executes the best operations, delivers the best customer experience, and creates the best results for all its customers and partners. It offers leading transportation solutions by Air, Ocean, and Road. Danzas is the market leader in Customs Brokerage and has won awards for smart freezone and clearance services. With warehouse capacity exceeding 240,000 m2, no customer is too large or too small.

Connecting People. Improving Lives. 

Currently, we are looking for a passionate and energetic Customer Relation Specialist to be based in the Contract Logistics Team. In this role, the successful candidate will be responsible for providing high – quality services for customers by responding to their inquiries and concerns and resolving complaints about the company’s services.

Key Responsibilities

• Develops relationship with allocated customers
• Support the Customer Management Senior Executive in day to day business requirements
• Accepts all orders (from customer or overseas office) and processes them for handover to Operations
• Proactively informs customer on shipment status, exceptions and provides intermediate updates on incident solution
• Takes and handles customer inquiries, e.g Track and Trace
• Reviews reports (generated by the Performance Reporting & Exception Specialist) and sends them to the customer
• Takes and registers all customer complaints
• Drives solution of customer complaints by solving it directly or assigning tasks to other function
• Acts as first contact point for customer claims; supports customer in notification and reception of claims, provides claims documents, collects required documents from claimant and hands over to specialized claims handlers when documents are complete.
• Takes and processes customer feedback and asks for CS related feedback (e.g. follow-up on complaint handling).
• Collaborates closely with Operations and other departments for smooth handling of shipments and continuous updates.
• Escalates issues, if required.
• Manages and update Customer transportation system for shipment handled by Danzas
• Prepare documentation for all Inbound Shipments from Germany (Air and Sea)
• Manage all documentation requirement for Outbound Shipments to the GCC markets. (including special document requests)
• Plan and Schedule shipments from Airport and Sea ports to Trucks warehouse
• Work together with the assigned freight forwarders to plan and schedule shipments to the General Distributor network
• Manage communication regarding business metrics (Order Intake, Backorder, Shipment Status) with the Trucks General Distributor network
• Manage communications with the supplying plant in Germany for customer backorder enquiries and tickets
• Reporting for General Distributor KPI’s.
• Assist the Head of Logistics and Supply Chain and Logistics Manager for day to day operations and reporting functions

Job Skills, Qualifications & Experience:

• Develops relationship with allocated customers
• Support the Customer Management Senior Executive in day to day business requirements
• Accepts all orders (from customer or overseas office) and processes them for handover to Operations
• Proactively informs customer on shipment status, exceptions and provides intermediate updates on incident solution
• Takes and handles customer inquiries, e.g Track and Trace
• Reviews reports (generated by the Performance Reporting & Exception Specialist) and sends them to the customer
• Takes and registers all customer complaints
• Drives solution of customer complaints by solving it directly or assigning tasks to other function
• Acts as first contact point for customer claims; supports customer in notification and reception of claims, provides claims documents, collects required documents from claimant and hands over to specialized claims handlers when documents are complete.
• Takes and processes customer feedback and asks for CS related feedback (e.g. follow-up on complaint handling).
• Collaborates closely with Operations and other departments for smooth handling of shipments and continuous updates.
• Escalates issues, if required.
• Manages and update Customer transportation system for shipment handled by Danzas
• Prepare documentation for all Inbound Shipments from Germany (Air and Sea)
• Manage all documentation requirement for Outbound Shipments to the GCC markets (including special document requests)
• Plan and Schedule shipments from Airport and Sea ports to Trucks warehouse
• Work together with the assigned freight forwarders to plan and schedule shipments to the General Distributor network
• Manage communication regarding business metrics (Order Intake, Backorder, Shipment Status) with the Trucks General Distributor network
• Manage communications with the supplying plant in Germany for customer backorder enquiries and tickets
• Reporting for General Distributor KPI’s.
• Assist the Head of Logistics and Supply Chain and Logistics Manager for day to day operations and reporting functions

We offer:

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

Why join DHL Global Forwarding?

We are part of Deutsche Post DHL, the world’s leading logistics provider with operations in over 220 countries. Visit our career site on the web at https://www.logistics.dhl/us-en/home/careers.html

Our TOP EMPLOYER prestigious certification attests to our best-in-class efforts to attract and retain talent by fostering a positive work environment and encouraging personal and professional development among employees. The development of talented women in our organization will be a focus for us and an important part of our DGF Strategy 2025. 

We aspire to become the undisputed leader in our industry, when people think of forwarding; we want them to think DGF because we have:

• The largest global network with more than 30,000 passionate employees
• The most efficient processes and fastest response times
• The best solutions and best customer service

Our Vision: The Logistics Company for the World.

Our Mission: Excellence. Simply Delivered.

Our Purpose: Connecting People, improving lives.

Our Values: Respect & Results

Our Goals: Employer, Provider, and Investment of Choice, Living Responsibility

Danzas is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. 

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