DGF Role Profile
Organizational Background Information
Role Title - Airfreight Exports Operations Specialist
Business Unit -
DHL Global Forwarding (Ireland) Ltd
Location -
Cork
* Scope of Role : Processes, handles and distributes all required documents in accordance with DGF operational procedures
* Performs pickup/delivery arrangement
* Ensures customer requirements are met & documents are completed in a timely & efficient manner
* Proactively communicates with customers
* Accountable for end to end job file ownership to include monitoring & commercial activities
Reports to -
Airfreight Operations Team Lead
Days & Hours of Work - Monday to Friday 9-5.30
Role Profiler :
Head of Airfreight
Accountabilities
Key activities
Key Accountabilities
* Work with assigned customers to be open, honest & build long term, strong relationships.
* Work closely with all overseas teams to ensure all expectations are met and escalate where necessary.
* Responsible for opening, invoicing & closing files in line with standard operational procedures, customer operational procedures & overseas regulatory/customer requirements
* Creates/confirms transport order in the DCT system to ensure pickup or delivery of the shipment
* Manage customer bookings,
* Prepares, controls and distributes all required Export/Import documents to counterparts (carrier, consignee, supplier, etc.)
* Checks printed documents and finalises validation against shipper & DGF warehouse documents to ensure all information contained is accurate, i.e., Contract rating, Weight, Shipper, Consignee, etc.,
* Manage exception reporting & liaise directly with relevant departments
* Responsible for closing own Export shipments, filing & sending DGF invoices to customers
* Ensures Known Shipper declaration (original) is received at time of collection, IAA database is checked on a shipment by shipment basis with a screen print included in the job file & Complete the Regulated Agent Consignment Security Certificate form & keep a photocopy in file
* Capture performance issues through the raising of Operations Irregularities and work with the relevant department/supplier and proposes solutions to improve/correct performance
* Raise customer complaints on GCCS tool where necessary & ensure customer updates are entered every 24 hours. Ensure resolution is recorded within 96 hours (also applicable for Finance Disputes Log)
* Respond to received Network Requests within 24 hours
* Supports Customer Service in incident reporting and exception
management resolution
* Monitor shipments up to POD & ensure any issues are communicated to the customer by phone & followed up by email in a timely manner
* Monitor DAP & DDP shipments in order to cross check billings from overseas station and if require issue supplementary invoices to cover costs
* Ensure all written correspondence with the customer is made using professional, positive & respectful language (following the DGF email guidelines)
* Responsible for compliance with CDZ regulations as part of Export / Import process
* Ensure full compliance re: managing & achieving local & regional KPIs
* Credit Notes
* Time Stamps / POD's
* Operational Irregularities / Network Requests
* Unbilled Files
* MAWB/HAWB Management
* Customer Complaints
* Ensure strict adherence to regulatory & DGF processes.
* Air Cargo Security requirements as outlined in DGF Security manual
* IATA DG documentation & check requirements
* DGF Operational processes
* LifeConEx & ThermoNet SOP's
* Customer SOP's / CRR's
* Ensure all assigned customer data is recorded, controlled & validated on a regular basis (6 month reviews with manager)
* Review SFAR report with line manager on a weekly basis to identify any accrual / billing issues
* Ensure accurate accruals at MAWB & HAWB level
* Proper use of service codes at HAWB & MAWB level
* Accrual of non-standard costs updated in COSS
* Ensure accurate customer rating of import & export HAWB
* Manage customer specific bulk & EDI invoicing processes
* Manage 3rd party billing
* Ensure +90 day invoices are addressed for resolution or escalate to line manager if required
* Monitor COD collections/deliveries to ensure all monies are received prior to shipment departure/delivery in line with the COD process
* Monitor Envirotainer/C-Safe leases & ensure all additional lease days are billed out to the customer
* Ensure all CASS, MART queries are responded to within 7 days of receiving the relevant report/notification from Air Product
* Ensure clean month end close out for your accounts & support your line manager in line with the DGF month end process
* Participate in department PD's
* Supports line manager on cross training initiatives
* Ensure training records are maintained & filed in correct location with all required supporting documentation
* Maintains excellent relationships with suppliers (internal & external) as appropriate
* Participate in the implementation of operational processes and perform work to the standards of Good Distribution Practice (GDP) for Life Science business, as required.
* Ensure operational compliance to all revenue and international trade legislative requirements, and all requirements under Data Protection Legislation in addition to all DGF IE policies and procedures (H&S, Quality, Environmental, HR, etc), and work in a manner that supports the Company environment programme
Competencies
Relationships With Others
* Communicates in an open and honest manner.
* Treats others with respect, develops trust and values diversity.
* Demonstrates sensitivity to diversity, ie culture, gender, age, religion, race disability.
* Develops effective relationships with employees, peers and managers.
* Confidence in dealing with all levels in the business over the telephone and also on a face to face basis.
* Ability to remain calm when dealing with difficult people.
* Good listening skills and ability to respond in a clear, respectful manner.
Teamwork
* Commitment to fulfilling their role in a team.
* Supportive approach to other team members.
* Shares information, knowledge, ideas and experience freely with others.
* Commits to team decisions and contributes to building a team spirit.
* Works collaboratively with others to achieve team or business objectives.
* Establishes acceptable levels of quality and quantity of work; reviews, recognises and supports achievement
* Encourages and motivates team members and work colleagues
Customer Orientation
* Basis decisions on how his/her actions impact on customers and DHL.
* Builds and maintains effective relationships with customers, suppliers and other departments.
* Focuses on the needs of customer and seeks to meet and exceed expectations.
* Quickly and practically solves problems, seeking advice where necessary.
* Appreciates what customers want and continuously strives to meet customer expectations.
Problem Solving
* Identifies issues, problems and opportunities.
* Deep dives to identify root causes of issues
* Applies formal problem solving techniques
* Evaluates risk
* Gathers information and analyses cause and effect.
* Quickly and practically solves problems.
* Establishes effective work processes and measures.
* Documents and communicates awareness of the problem, solution and action taken.
Commitment to Excel
* Achieves work targets and is willing to take on additional roles/responsibilities.
* Continuously reviews current processes.
* Seeks and is open to feedback from others.
* Always behaves in a manner consistent with DHL's values.
* Demonstrates a positive attitude to change.
* Flexible approach to work.
* Looks for opportunities in a changing situation.
* Provides detailed advice to others
* Takes initiative to keep skills up to date
Skills
Procedural Skills
* Ability to organize own workload across a range of responsibilities & meet deadlines.
* Ability to select appropriate procedures.
* Ability to follow procedures.
* Ability to meet procedural deadlines.
* Ability to improve an existing procedure.
* Ability to create a procedure.
Attention to Detail
* Ability to work with lots of data to high level of accuracy.
* Ability to apply high attention to detail to written (text) documents.
* Ability to follow through on procedures and ensure completion.
Skills / Qualifications:
Expected years of experience (Minimum) :
Extensive knowledge of AFR Export Operations
* Expected Qualifications
* Good MS Office skills
* Strong administrative skills
* Results driven with excellent attention to detail
* DG certification an advantage
* Envirotainer training an advantage
* Logistics related qualification desirable