Job Description

Job Title: Germany Import Desk Specialist / Germany Import Account Lead

Job Location: Peoria, Illinois

Department: Ocean Freight Import

Desk: DE IMP

Position Summary

The Germany Import Desk Specialist will be responsible for developing, managing, and continuously improving the US-side handling of German sold and/or controlled ocean import business.

This position will serve as the primary US point of contact for DHL Germany for business managed through the Germany Import Desk. The role requires an individual who can develop a deep understanding of both the German origin requirements and US destination expectations, ensuring strong alignment between origin teams, US operations, local service providers, and customers.

This is not intended to be a transactional shipment-processing role alone. The successful candidate will take end-to-end ownership of the German-controlled business portfolio, proactively identify opportunities to improve service and processes, strengthen relationships with US customers and internal partners, and support the continued development and growth of the Germany-US trade relationship.

The ideal candidate is highly engaged, customer-focused, organized, commercially aware, and comfortable taking ownership of issues from identification through resolution.

Key Responsibilities

Germany Desk Ownership

• Serve as the dedicated US point of contact for DHL Germany for assigned German sold/controlled import business.
• Develop a comprehensive understanding of the German-controlled customer portfolio, including individual customer requirements, routing expectations, service commitments, shipment patterns, and escalation needs.
• Build strong working relationships with DHL Germany stakeholders and maintain consistent communication across the Germany-US trade lane.
• Understand both the German origin perspective and US destination requirements to help bridge operational or communication gaps between the two countries.
• Become the subject-matter resource within the US operation for the assigned German-controlled business.
• Create structure and ownership for the desk rather than simply reacting to individual shipments or exceptions.

Customer Relationship Management

• Establish and maintain strong relationships with US-based customer contacts.
• Act as a reliable and knowledgeable point of contact who understands the customer's business, expectations, priorities, and recurring challenges.
• Provide proactive shipment communication rather than waiting for customers to request updates.
• Identify recurring customer concerns and coordinate appropriate corrective or preventive actions.
• Support customer meetings, business reviews, operational discussions, and escalations as required.
• Build customer confidence by demonstrating ownership, transparency, responsiveness, and follow-through.
• Partner with DHL Germany to provide customers with a consistent experience across both origin and destination.

Ocean Import Operations

• Manage and oversee German-origin ocean import shipments through the US destination process.
• Monitor shipments proactively and identify potential service issues, documentation gaps, customs concerns, carrier delays, delivery challenges, or other operational risks.
• Coordinate with origin offices, carriers, customs brokerage, trucking providers, warehouses, CFS locations, and other internal or external parties as required.
• Ensure customer-specific SOPs and handling instructions are followed consistently.
• Manage shipment exceptions through resolution and provide timely communication to all impacted parties.
• Ensure operational milestones, system updates, documentation, billing requirements, and file completion standards are maintained.
• Support both routine operations and higher-priority escalations requiring cross-functional coordination.

Proactive Exception & Escalation Management

• Take ownership of operational issues from identification through final resolution.
• Escalate risks early instead of waiting until they become customer complaints.
• Coordinate internally and internationally to establish recovery plans when service failures occur.
• Provide clear communication regarding the issue, impact, current status, ownership, recovery plan, and next steps.
• Conduct or support root-cause analysis for recurring operational problems.
• Track recurring issues and work with internal stakeholders to implement sustainable corrective actions.

Process Improvement & Desk Development

• Because this is a newly created desk, the successful candidate will be expected to actively help build and shape the function.
• Responsibilities will include:
• Establishing standardized workflows and communication practices for Germany-controlled business.
• Identifying inefficiencies and recommending improvements.
• Supporting development and maintenance of customer-specific SOPs.
• Developing appropriate tracking and visibility tools for the portfolio.
• Identifying repetitive issues and driving permanent solutions instead of repeatedly managing the same exceptions.
• Sharing best practices between the US and Germany teams.
• Creating clear escalation paths and ownership between origin, destination, customers, and service providers.
• Helping establish a scalable Germany Desk structure capable of supporting additional business.

Business Growth & Partnership Development

• The Germany Import Desk should not only protect existing business but also help create opportunities for growth.
• The position will:
• Partner closely with Germany stakeholders to understand existing and potential business opportunities.
• Identify opportunities to expand DHL's relationship with existing customers.
• Recognize service gaps that may prevent additional business from being awarded to DHL.
• Support onboarding and implementation of new German-controlled accounts.
• Participate in operational discussions related to new or expanding customer opportunities.
• Provide feedback regarding US operational capabilities, customer requirements, and potential solutions.
• Help strengthen the DHL Germany-US partnership by providing dependable US-side ownership.

Customer Service Expectations

This position requires an exceptionally strong customer-service mindset.

The individual should:

• Communicate clearly, professionally, and confidently.
• Be comfortable communicating with customers, international colleagues, management, vendors, carriers, and internal operational teams.
• Respond with urgency when circumstances require it.
• Provide solutions and next steps rather than simply communicating problems.
• Follow through until issues are completely resolved.
• Set realistic expectations and communicate changes promptly.
• Be willing to challenge processes respectfully when they are negatively affecting the customer experience.
• Develop relationships based on credibility, consistency, and trust.

Required Skills & Competencies

Core Competencies

• Strong customer service orientation
• Excellent written and verbal communication
• Strong sense of ownership and accountability
• Self-motivated and able to work independently
• Proactive rather than reactive approach to operations
• Excellent organizational and prioritization skills
• Strong follow-up and attention to detail
• Problem-solving and analytical ability
• Ability to manage multiple shipments, customers, and priorities simultaneously
• Ability to work effectively across countries, cultures, and functions
• Comfortable escalating issues when appropriate
• Ability to build relationships and influence without direct authority
• Continuous-improvement mindset
• Ability to identify trends rather than treating every problem as an isolated event

Preferred Operational Knowledge

• Previous experience in freight forwarding, logistics, supply chain, transportation, or international trade
• Ocean freight import experience strongly preferred
• Understanding of international ocean transportation and destination operations
• Familiarity with customs clearance, documentation, delivery coordination, carrier interactions, billing, and shipment milestone management
• Experience working with international offices or global customers
• Experience managing key or controlled accounts preferred
• CargoWise One experience preferred

Pay Range: $22.91-$30.55/hr. (Based on Experience)

Benefits (All Non-Union Employees)

• Compensation: Competitive base salary plus role dependent performance-based incentives.
• 401(k) Match: $1-for-$1 match up to 4% quarterly + 2% annual base contribution.
• Stock Purchase Plan: Ability to purchase Deutsche Post AG shares at a discounted rate.
• Medical: Comprehensive plans covering preventive care, inpatient/outpatient services, and prescriptions.
• Vision: Optional coverage for exams, frames, and contacts.
• Dental: Optional coverage for preventive, basic, and major services.
• Paid Time Off: 7 major holidays, 8 floating holidays, and accrued vacation/sick days.

Why Join DHL Global Forwarding?

At DHL Global Forwarding, we invest in our employees’ growth, providing training, guidance, and career advancement opportunities. We believe in building careers, not just jobs, and empowering our team to develop skills and achieve long-term success.

Be part of DHL Group, the world’s leading logistics provider, operating in 220+ countries. DHL Global Forwarding (DGF) is a global leader in air and ocean freight, with 30,000+ employees ensuring seamless transport and supply chain solutions. Explore careers with us: DHL Careers.

Equal Opportunity Employer

DHL Global Forwarding is committed to equal employment opportunities, evaluating all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other legally protected characteristics.

Work Authorization

Applicants must be legally authorized to work in the United States. Visa sponsorship is not available for this role.

#LI-RL2