Senior Airfreight Customer Operations Specialist

Join our dynamic Team at DHL Global Forwarding! We are looking for a Senior Airfreight Customer Operations Specialist within the Airfreight Import team at our Sydney 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.” 

 

Key Responsibilities 


* Serve as the strategic liaison for high-value or complex customer accounts, ensuring seamless end-to-end management of job files from initiation to closure. 


* Lead customer engagement, proactively addressing queries and concerns with a solutions-oriented approach and escalating only high-risk or unresolved issues. 


* Oversee booking execution and documentation, ensuring alignment with client expectations, contractual obligations, and internal SOPs, while driving process efficiency. 


* Ensure shipment planning and execution meets or exceeds customer-specific KPIs, particularly “on time” performance, through proactive coordination and risk mitigation. 


* Maintain data integrity within the Transport Management System (TMS), ensuring all shipment milestones are accurately captured in real time. 


* Own the financial performance of each job file, ensuring accurate billing, full capture of services rendered, and correct application of revenue and cost allocations. 


* Lead resolution of claims and disputes, collaborating cross-functionally to drive timely outcomes and prevent recurrence. 

 

Key Accountabilities

 


* Champion customer satisfaction and retention, ensuring every shipment reflects operational excellence and contributes to long-term client partnerships. 


* Drive profitability and cost control, identifying margin improvement opportunities across job files and implementing corrective actions where needed. 


* Continuously improve operational workflows, using customer feedback and performance data to refine processes, and escalating only when strategic intervention is required. 


* Ensure compliance and documentation excellence, maintaining audit-ready records aligned with shipment requirements, SOPs, and regulatory standards. 

 

To be successful you will need

 

All employees are expected to demonstrate our core behavioral dimensions to be successful. 

 


* To Drive success through focusing on and utilising your strengths in a relentless pursuit of results. 


* To Create a culture of trust where everyone feels empowered and motivated to work towards a common purpose. 


* To Mainta...