DGF Role ProfileOrganizational Background InformationRole Title - Airfreight Exports Operations SpecialistBusiness Unit - DHL Global Forwarding (Ireland) LtdLocation - CorkScope of RoleProcesses, handles and distributes all required documents in accordance with DGF operational proceduresPerforms pickup/delivery arrangementEnsures customer requirements are met & documents are completed in a timely & efficient mannerProactively communicates with customersAccountable for end to end job file ownership to include monitoring & commercial activitiesReports to - Airfreight Operations Team LeadDays & Hours of Work - Monday to Friday 9-5.30Role Profiler : Head of AirfreightAccountabilitiesKey activitiesKey AccountabilitiesWork 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 requirementsCreates/confirms transport order in the DCT system to ensure pickup or delivery of the shipmentManage 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 departmentsResponsible for closing own Export shipments, filing & sending DGF invoices to customersEnsures 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 fileCapture performance issues through the raising of Operations Irregularities and work with the relevant department/supplier and proposes solutions to improve/correct performanceRaise 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 hoursSupports Customer Service in incident reporting and exception management resolutionMonitoring and ControlMonitor shipments up to POD & ensure any issues are communicated to the customer by phone & followed up by email in a timely mannerMonitor DAP & DDP shipments in order to cross check billings from overseas station and if require issue supplementary invoices to cover costsEnsure 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 processEnsure full compliance re: managing & achieving local & regional KPIsCredit NotesTime Stamps / POD’sOperational Irregularities / Network RequestsUnbilled FilesMAWB/HAWB ManagementCustomer ComplaintsEnsure strict adherence to regulatory & DGF processes.Air Cargo Security requirements as outlined in DGF Security manualIATA DG documentation & check requirementsDGF Operational processesLifeConEx & ThermoNet SOP’sCustomer SOP’s / CRR’sEnsure 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 issuesEnsure accurate accruals at MAWB & HAWB levelProper use of service codes at HAWB & MAWB levelAccrual of non-standard costs updated in COSSEnsure accurate customer rating of import & export HAWBManage customer specific bulk & EDI invoicing processesManage 3rd party billingEnsure +90 day invoices are addressed for resolution or escalate to line manager if requiredMonitor COD collections/deliveries to ensure all monies are received prior to shipment departure/delivery in line with the COD processMonitor Envirotainer/C-Safe leases & ensure all additional lease days are billed out to the customerEnsure all CASS, MART queries are responded to within 7 days of receiving the relevant report/notification from Air ProductEnsure clean month end close out for your accounts & support your line manager in line with the DGF month end processParticipate in department PD’sSupports line manager on cross training initiativesEnsure training records are maintained & filed in correct location with all required supporting documentationMaintains excellent relationships with suppliers (internal & external) as appropriateParticipate 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 programmeCompetenciesRelationships With OthersCommunicates 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.TeamworkCommitment 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 achievementEncourages and motivates team members and work colleaguesCustomer OrientationBasis 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 SolvingIdentifies issues, problems and opportunities.Deep dives to identify root causes of issuesApplies formal problem solving techniquesEvaluates riskGathers 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 ExcelAchieves 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 othersTakes initiative to keep skills up to dateSkillsProcedural SkillsAbility 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 DetailAbility 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 OperationsExpected QualificationsGood MS Office skillsStrong administrative skillsResults driven with excellent attention to detailDG certification an advantageEnvirotainer training an advantageLogistics related qualification desirable
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