Customer Relation Specialist

2 weeks ago

Montréal, Canada DHL Full time

**Hillebrand Gori**is the **Beers, Wines, and Spirits Powerhouse** within the freight forwarding division of **DHL Group**. Hillebrand was founded as a family business in 1844 and was acquired by **DHL Group** in March 2022.

Are you passionate about shipping, beverages, innovation, and customer service? Would you strive daily to offer technological and innovative solutions to support our customers’ products throughout their journey, guiding them to their destination? Then **Hillebrand Gori, a company of DHL**, is the place for you.

**Hillebrand Gori**people love what they do. Our people are passionate about logistics and the commodities we ship. We understand how much the logistics process matters to our customers, so they work with them as partners.

**Position Overview**

The Customer Service Agent serves as the primary point of contact between clients and the company, ensuring seamless communication, timely updates, and efficient handling of freight forwarding processes. This role involves addressing customer inquiries, coordinating logistics, and resolving issues while maintaining high levels of customer satisfaction.

**Key Responsibilities**

1. **Customer Interaction**
- Serve as the main point of contact for customer inquiries regarding shipments, tracking, and documentation.
- Provide timely updates on shipment statuses, delays, or changes.
- Respond to customer complaints and resolve issues efficiently to ensure satisfaction.

2. **Shipment Coordination**
- Collaborate with internal teams, including operations and logistics, to ensure timely freight delivery.
- Arrange and track shipments by air, sea, or land, ensuring compliance with timelines and regulations.
- Coordinate with carriers and agents to resolve transportation or scheduling issues.

3. **Documentation and Compliance**
- Prepare and verify shipping documents such as bills of lading, invoices, and customs declarations.
- Ensure compliance with international trade regulations and company policies.

4. **Problem Resolution**
- Address and resolve shipping delays, damaged goods, or other logístical challenges.
- Escalate unresolved issues to appropriate departments when necessary.

5. **Process Improvement**
- Identify inefficiencies in customer service and logistics processes and recommend improvements.
- Assist in the development and implementation of customer service policies and procedures.

6. **Relationship Management**
- Build and maintain strong relationships with clients, carriers, and other stakeholders.
- Identify opportunities to enhance customer experiences and foster long-term partnerships.

**Qualifications**

1. **Education and Experience**
- High school diploma or equivalent (bachelor’s degree in logistics or business preferred).
- Previous experience in freight forwarding, logistics, or customer service is advantageous.

2. **Skills and Abilities**
- Strong communication and interpersonal skills.
- Proficiency in Microsoft Office Suite and logistics software.
- Ability to multitask and prioritize in a fast-paced environment.
- Problem-solving skills with attention to detail.
- Knowledge of freight forwarding processes, incoterms, and international trade regulations is preferred.

3. **Attributes**
- Customer-oriented mindset with a proactive approach to problem-solving.
- Team player with the ability to work independently when needed.

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