DHL Global Forwarding (USA)

Domestic Customer Relationship Management Coordinator – Chicago, Illinois, United States

Job Overview

We have an exciting opportunity for an experiencedDOMESTIC CUSTOMER RELATIONSHIP MANAGEMENT COORDINATOR todirect and coordinate the domestic land/air movement of freight, This Manager will ensure constant optimization to deliver maximum productivity; ensures compliance with group business strategy and local business environment; adhere to regulations and internal procedures; and manage the ongoing interface with Customer Service, Product, and Global Service Centers.

** This position can be based in any major metropolitan area in the US** 

 Key Responsibilities:

  • Handle incoming customer calls with the intent of providing customer satisfaction, retention, and growth
  • Perform and direct overall order and service-related activities for assigned Key Accounts
  • Ensure timely and accurate information is provided to customers in a professional manner
  • Respond to inquiries through phone, mail, email, fax, website, and/or face-to-face contact with customers
  • Facilitate resolution of highest level of escalated or sensitive customer complaints through verbal or written contact with customer with broad use of discretion
  • Provide advanced customer support
  • Act as a liaison with various departments to ensure complaints are resolved to the customer’s satisfaction
  • Recommends operational improvements
  • Support First Choice, ISO and Process Improvement Company initiatives
  • Ensure adherence to all Company Best Practice processes and principles
  • Review and escalate Profit and Loss issues to improve operational performance to include cost controls, vendor management, account profitability, carrier selection and other profit enhancing opportunities
  • Achieve established company and individual Key Performance Indicators
  • Other similar responsibilities as needed/assigned

Skills / Requirements:

  • 5+ years Freight Forwarding experience
  • Competent with Logistic Management or similar programs
  • Functionally competent with MS Office
  • Strong, applicable problem solving /analytical skills
  • Demonstrated Organizational Skills
  • High Level Leadership Skills (communication, motivation and interpersonal skills)
  • Demonstrates strong communication capabilities
  • Easily capable of making well informed decisions
  • BS/BA degree, desired
  • Basic knowledge of MercuryGate system is preferred
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DHL Global Forwarding (USA)

FORWARDING EXPERTS WITH GLOBAL REACH & LOCAL KNOWLEDGE