Role Title : Airfreight Exports Operations Specialist
Business Unit : DHL Global Forwarding (Ireland) Ltd
Location : Cedar Drive
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
Dotted Reporting line
Direct Line Reports
Days & Hours of Work Monday to Friday 9-5.30
Role Profiler Head of Air Freight
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, )
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
Air Cargo Security requirements as outlined in DGF Security manual
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 elevate 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
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 require
Ensured 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.
Relationships with others
Communicates in an open and honest
Treats others with respect, develops trust and values
Demonstrates sensitivity to diversity, ie culture, gender, age, religion, race disability.
Develops effective relationships with employees, peers and
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
Good listening skills and ability to respond in a clear, respectful
Teamwork
Commitment to fulfilling their role in a
Supportive approach to other team
Shares information, knowledge, ideas and experience freely with
Commits to team decisions and contributes to building a team
Works collaboratively with others to achieve team or business
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
Builds and maintains effective relationships with customers, suppliers and other departments.
Focuses on the needs of customer and seeks to meet and exceed
Quickly and practically solves problems, seeking advice where
Appreciates what customers want and continuously strives to meet customer expectations.
Problem Solving
Identifies issues, problems and
Deep dives to identify root causes of issues
Applies formal problem-solving techniques
Gathers information and analyses cause and
Quickly and practically solves
Establishes effective work processes and
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
Seeks and is open to feedback from
Always behaves in a manner consistent with DHL's
Demonstrates a positive attitude to
Flexible approach to work
Looks for opportunities in a changing
Provides detailed advice to others
Takes initiative to keep skills up to date
Procedural Skills
Ability to organize own workload across a range of responsibilities & meet deadlines.
Ability to select appropriate
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
Results driven with excellent attention to detail
DG certification an advantage
Envirotainer training an advantage
The above statements are intended to describe the general nature and level of work performed by people assigned to this role. They are not intended to be construed as an exhaustive list of all job duties performed. The Company reserves the right to revise or amend duties at any time.
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