Customer Service Representative - Order Management Solutions (Ocean Freight) - HCMC
DHL
Customer Service
Ho Chi Minh City, Vietnam
Posted on Apr 27, 2026
This position is responsible for delivering DHL commitment to customers, meeting day-to-day operations requirements of the customers as indicated in Standard Operating Procedure (SOP). Ensure FTY understands and acknowledges customers’ requirements and standards.
Main Responsibility:
- Ensure KPI and customer’s SOP follow up 100%.
- Meet customer's agreed performance metrics in the least cost manner.
- Handle shipments by strictly following up with customer requirements indicated in SOP.
- Ensure issues are tackled immediately and escalate to Team Leader/Manager when there are potential claims or cost impacts.
- Continuously identify service gaps, make recommendations and implement solutions to enhance greater customer’ satisfaction.
- Distribute all instructions/ suggestions to vendor/customer for best shipment arrangement.
- Decide to instruct carriers for Booking/space release when necessary.
- Communicate with customers, DHL network and local customers to ensure all cargo is properly arranged in line with SOP and/or other special customer’s requirements, carriers, local authorities.
- Ensure that all cargo has been released/delivered on time without extra charges incurring.
- Ensure proper follow-up with all outstanding matters.
- Ensure all assignments are met within the specified deadline.
- Ensure good teamwork to cooperate with others to contribute to Team leader in developing workload.
- Other assignments as per Team Leader's request.
Job Requirements
- Prefer at least 1 year of experience in logistics, and forwarding.
- Bachelor’s Degree Certificate.
- Good at Microsoft Office applications.
- Fluent in written and spoken English.
- Good analysis skills, results orientation and good teamwork skiil.
Working Location: Etown 2 Building, No. 364 Cong Hoa Street, Tan Binh Ward, HCMC
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