D2M Customer Relation Specialist

Join DHL Global Forwarding as D2M Customer Relation Specialist

Location: Auckland, New Zealand

Reporting Lines:

• Directly report: Import Operations Supervisor
• Dotted line report: Import Manager

About The Role

An exciting opportunity has become available for an Import D2M Customer Relations Specialist to join our DHL Global Forwarding team in New Zealand. This role is critical in delivering an exceptional customer experience by acting as the primary contact for allocated import customers and ensuring their shipments move smoothly from origin to destination.

You will work closely with overseas stations, local operations, and internal stakeholders to proactively manage customer enquiries, resolve issues, and support accurate and timely billing.

Key Responsibilities

As the first point of contact for assigned customers, you will be responsible for:

• Managing customer enquiries, including track & trace, shipment status, and general support
• Handling customer complaints and claims through to resolution
• Monitoring and processing import shipments within operational systems
• Collaborating with overseas offices and local operations to proactively resolve transit issues
• Developing and maintaining strong relationships with allocated customers
• Providing customer KPI reports as required
• Supporting accurate and timely billing through cost reporting and charge communication
• Managing customer profitability, including cost vs. sell analysis
• Monitoring POD exception reports and ensuring outstanding PODs are closed
• Supporting station performance metrics including aged billing, credits, complaints, and sick files
• Participating in joint customer visits with Sales when required

Skills & Experience

To succeed in this role, you will bring:

• 1–3 years’ experience in customer service and/or billing, preferably within freight forwarding or logistics (import experience highly desirable)
• Strong customer focus and the ability to identify and meet customer needs professionally
• Excellent verbal and written communication skills
• Strong problem-solving and analytical capability
• A commercial mindset with basic knowledge of financial / accounting principles
• Ability to effectively manage time, prioritise tasks, and meet deadlines
• Confidence working both autonomously and as part of a team
• A positive, adaptable, and “can-do” attitude

Key Competencies

• Analysis & Decision Making: Ability to assess information, identify key issues, and make sound, timely decisions
• Planning & Organising: Structured, organised, and efficient in managing workload
• Results Orientation: Focused on achieving measurable outcomes and service targets
• Teamwork: Collaborative, supportive, and committed to shared goals
• Communication: Clear, concise, and professional in all written and verbal interactions
• Accountability & Self-Management: Reliable, calm under pressure, and committed to high standards

Why Join DHL Global Forwarding?

At DHL, you’ll be part of a globally recognised logistics leader that values customer excellence, teamwork, and professional development. We offer a supportive environment where your contribution truly makes an impact