Domestic Customer Service Agent

Job Title: Domestic Customer Service Agent

Job Location: Brisbane, CA

DHL Global Forwarding (DGF) is the world leader in domestic, ocean, air freight services and one of the leading providers of freight forwarding services. Around 30,000 employees work to ensure we transport our customers of shipments by land, air or sea. DGF's logistics solutions span the entire supply chain, from the factory to the shop floor. This also includes special transport-related services. Visit our career site on the web at https://www.logistics.dhl/us-en/home/careers.html

We have an exciting opportunity for an experienced DOMESTIC CUSTOMER SERVICE AGENT to direct and coordinate the domestic land/air movement of freight, This Agent 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 will be based at our Brisbane, CA location.

Key Responsibilities:

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

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