Join our dynamic Team at DHL Global Forwarding! We are looking for an Ocean Freight Customer Operations Specialist within the Ocean Freight Import Department at our Brisbane Station.
About Us:
We are the leading global brand in the logistics industry, offering an unrivalled portfolio of logistics services across multiple modes of transportation to a diverse range of customers across the globe. We connect people and businesses securely and reliably, enabling global sustainable trade flows. With specialized solutions for growth markets and industries, including technology, life sciences, and healthcare, engineering, manufacturing and energy, auto-mobility, and retail, we are decisively positioned as “The logistics company for the world.”
Overall Job Purpose
We are seeking a proactive, customer-focused professional to manage and oversee end-to-end shipment execution. Acting as the primary point of contact for customers, you will ensure seamless service delivery while maintaining strong client relationships.
The Ocean Freight Customer Operations Specialist is centred on meeting service commitments, identifying opportunities for upselling, and optimising profitability through efficient routing, accurate invoicing, and effective dispute resolution. You will also ensure compliance with regulatory requirements and promptly address customer concerns to enhance trust and long-term loyalty.
This position centres on ocean freight imports, while providing support for customer-related air import movements as required.
Key Responsibilities
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Manage all shipment-related activities, including booking, documentation, and coordination of international transport.
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Consistently meet or exceed key service and quality KPIs.
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Serve as the primary contact for customers, handling shipment enquiries, exceptions, complaints, and claims.
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Optimise shipment routing and allocation to balance customer service commitments with profitability.
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Prepare accurate invoices and supporting documentation and resolve billing disputes efficiently.
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Ensure all shipments comply with relevant regulatory and compliance standards based on commodity and destination.
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Identify and pursue upselling opportunities, including participating in customer visits to support growth and retention.
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Resolve day-to-day operational challenges and continuously improve processes to enhance efficiency and effectiveness.
Key Accountabilities:
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Proactively manage shipments to deliver a high-quality customer experience at every stage.
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Maximise gross profit while minimising costs across all shipments.
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Resolve operational issues independently wherever possible, escalating only when required.
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Ensure all necessary shipment documentation is accurate and compliant with SOPs and customer requirements
To be successful you will need:
All employees are expected to demonstrate our core behavioural dimensions to be successful at DHL Global Forwarding.
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To Drive success through focusing on and utilising your strengths in a relentless pursuit of results.
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To Create a culture of trust where everyone feels empowered and motivated to work towards a common purpose.
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To Maintain a positive mindset, prioritising clear objectives in the face of challenges, change and uncertainty.
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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.
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Hybrid working options available after successful onboarding.
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Consistently voted as a great place to work.
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Focus on wellbeing with annual fitness subsidy.
If you are looking for a career, and not just a job, and believe you would be good fit for the position; Apply now!.
