更新于 4月18日
职位描述
Act as the primary point of contact for assigned clients on all domestic road transport services (full-truckload,less-than-truckload, express, dedicated fleet). Responsible for end-to-end order management, proactive shipment tracking, timely issue resolution, and maintaining high customer satisfaction in compliance with DSV SOPs, SLAs, and client contracts. Ensure seamless coordination between customers, internal operations (planning, dispatch, drivers), carriers/vendors, and sales teams.
Key Responsibilities
A. Order & Shipment Management
- Receive, verify, and process customer transport orders (phone,
email, EDI, portal) accurately; confirm goods details, pickup/delivery
addresses, time windows, special handling requirements, and cost
authorization.
- Create and issue transport orders (TO), waybills, delivery orders (DO), and related documentation in DSV’s internal systems (e.g., SAP, Control Tower, TMS).
- Coordinate with planning/dispatch to assign carriers, arrange pickup, and confirm execution; follow up on loading, in-transit status, and POD (Proof of Delivery) collection.
- Proactive tracking & visibility: Monitor all shipments in real time; provide regular updates to customers (ETA, delays, exceptions) per SLA.
- Respond promptly to all inquiries (status, rates, routing, documentation) with accurate information. Build and maintain strong client relationships; understand key
- contacts, unique SOPs, and business priorities.
- Prepare and send regular reports (daily/weekly KPI, POD, performance) to customers and management.
- Assist in customer audits, business reviews (QBR), and onboarding new clients/lanes.
- Handle customer complaints, exceptions (delays, damages,
shortages, discrepancies), and escalations professionally. - Investigate root causes, coordinate with operations/carriers,
and implement corrective actions; follow up until closure. - Manage claims process: collect evidence (POD, photos, damage
reports), file with carriers, update status, and communicate resolution to
customers. - Escalate complex/high-risk issues to supervisor proactively.
- Verify all transport documents (waybills, POD, invoices) for
- accuracy and compliance.
- Support billing: confirm charges, reconcile weight/volume
discrepancies, assist in invoice issuance and collection follow-up. - Maintain accurate customer files, interaction logs, and digital
records in systems. - Ensure full compliance with DSV policies, Chinese transport
regulations, and client contract terms.
- Meet or exceed KPIs: on-time response, order accuracy,
complaint resolution time, customer satisfaction. - Collect customer feedback; identify process gaps and suggest
improvements. - Collaborate with sales to identify upsell/cross-sell
opportunities (warehousing, value-added services).
A. Experience & Education
- College diploma or above; Logistics, Supply Chain, Business
preferred. - Domestic Road: 1–3 years of customer service/operations
experience in domestic road transport, 3PL, or freight forwarding.
- Experience with DSV, major 3PLs (e.g., Sinotrans, Kerry, JD
Logistics) is a strong plus.
- Proficiency in MS Office (Excel, Word, Outlook); advanced Excel
(VLOOKUP, pivot tables) desired. - Experience with TMS, WMS, SAP, or Control Tower systems is
highly preferred. - Good written and spoken English (CET-4 or equivalent);
professional business writing. - Solid knowledge of domestic transport: routing, carriers,
regulations, SLAs, and claims.
carriers and customs brokers.
· Special for CBT: Familiar with cross-border transport documentation (customs declaration forms, waybills, commercial invoices, etc.) and their filling standards.
C. Competencies
- Strong communication, interpersonal, and client-facing skills.
- Detail-oriented, accurate, organized, and able to prioritize in
fast-paced environment. - Proactive, problem-solving, able to work under pressure and
meet deadlines. - Team player: collaborate closely with operations, sales,
finance, and carriers. - Integrity, accountability, and customer-first mindset.
工作地点
公司信息
未融资 · 10000人以上 · 客运服务
已审核
公司介绍
DB Schenker is one of the global logistics provider. 德铁信可是全球综合物流服务商之一。 We have more than 150 years’ experience, 1850 locations in 130 countries and 76600 colleagues around the world. In Greater China, we developed for 50 years with locations established in 56 cities across the country. 我们拥有150多年的历史，在130个国家拥有1850个服务网点，以及76600名员工。在大中华区，德铁信可已深耕超过半个世纪，在56个城市设有办事处。 With more than 76,600 colleagues worldwide, we operate land, air and ocean transportation services, and also offers comprehensive solutions for logistics and global supply chain management from a single source. 通过在全球多达76600名的专业员工，我们竭力为各行业客户提供陆路、空运和海运服务，同时提供全球物流和供应链管理的综合解决方案等一站式货运服务。 We embrace diversity and thrive on individual backgrounds, perspectives, and skills. We are many, and we are different. But still, we work on one common goal: to shape the way our world connects, and we are passionate for our values. Our people are our most important asset, our success depends on having a competent, diverse, and well-trained team. 我们拥抱多样性，鼓励具有个性化的背景、观点和技能。我们海纳百川，也各不相同。然而，我们都致力于一个共同的目标：塑造世界的互联互通，并对这一价值观充满热忱。员工是最重要的资产，我们的成功取决于拥有一支能力出色、多元化和训练有素的团队。 From June of 2023, our Employer Value Proposition is upgrading. We deeply believe the clear understanding of #WhatMattersToYou is the foundation of our success, so we want to have a real dialogue with each candidate to know the individual needs. Only by approaching people in a targeted manner with close communication that we can create a job offer which is really relevant for individual requirement. 2023年6月，我们的雇主品牌全新升级之路正式开启，我们深信清楚的知道“你在乎什么”是成功的基础。因此我们希望与每一位候选人进行真正的对话并关注其个人需求。只有通过与人才的密切沟通和平等对话，德铁信可才能创造出真正符合个人需求的工作机会。 If you’re a team player and want to be part of something bigger, if you want to feel the sense of purpose and belonging, you should join us right away and check out our current openings. 如果你具有良好的团队合作精神，希望成为不断壮大的事业的一份子，如果你希望具有目标感和归属感，请立即加入我们并关注我们的热招岗位。