Ocean Import Specialist

About the role

Revolutionize the logistics industry as a customer-centric Ocean Import Specialist at DHL Global Forwarding. Join our dynamic team and be at the forefront of innovation, digitalization, and solutions-driven approaches that cater to our customers' every need. You will play a pivotal role in managing the movement of ocean import shipments, you'll be the driving force behind unrivaled customer satisfaction.

Responsibilities

• Provide exceptional customer service, surpassing expectations and promptly resolving incidents
• Cultivate enduring customer relationships, understanding their needs and serving as their advocate
• Go beyond simply highlighting transport exceptions by working with Subject Matter Experts, preparing creative customized solutions to keep our customers’ cargo moving
• Collaborate seamlessly with internal and external teams to address customer concerns effectively
• Master our innovative products and services, offering demonstrations and training as needed
• Identify opportunities for account growth and collaborate with sales for rate renewals and upselling
• Stay updated on industry trends through trade teams and internal calls
• Promote and leverage DHL's digital suite to enhance customer satisfaction and reduce churn
• Take ownership of transport orders, ensuring timely delivery of shipments to the final customer
• Optimize booking processes to ensure efficient import operations
• Prepare and distribute import documents to counterparts (carriers, consignees, suppliers), validating as needed
• Assign tasks to the GSC support functions and monitor performance
• Perform IT systems related tasks to provide up to date information on shipments
• Take full ownership of your files and their financial performance
• Continuously drive GP Maximization by finding cost efficient transportation solutions, leveraging upselling opportunities and minimizing revenue leakage

Requirements

• Strong understanding of Ocean Import regulations and documentation is preferred
• Enthusiasm for building deep and lasting connections with our customers
• Proactive and solution-oriented mindset, always demonstrating a "can do" attitude
• Ability to resolve issues related to product movement and proactively communicate with the customer
• Strong attention to detail and excellent communication skills (oral and written) are essential, with prior customer service experience preferred
• Proficiency in Microsoft Office, including Outlook, Teams, Word, and Excel
• Highly desirable, but not required, experience using the CargoWise system

Pay and Benefits

The pay range for this role is $27.50 - $36.66/hr, based on experience. Benefits include a competitive base salary, role-dependent performance-based incentives, a 401(k) match, stock purchase plan, medical, vision, and dental coverage, and paid time off.