Customer Opetations Coordinator

Job Purpose: The job holder is responsible to ensure that DHL achieves and maintains market-leading standards in the provision of support to nominated customers. The job holder must action all customer requests to a customer high standard and at a minimum complies with DHLs customer service standards. The nominated customer is to be kept fully aware of actual and potential service issues and the job holder is expected to constantly strive to proactively manage these issues.

Principal Accountabilities:

• Manage the in-house agents team review performance plan annual leave and ensure zero outstanding issues.
• Coordinate with transportation suppliers for pick-up and delivery of heavyweight shipments.
• Control costs associated with heavyweight shipments and issue invoices to transportation suppliers.
• Collaborate with the marketing department to handle logistics for events professionally and cost-effectively
• Train and develop the new in-house agents
• Track and trace shipments in adherence to DHLs network trace standards and ensure that the customer is fully updated on any query or issue within the agreed time of one hour. If an alternate call back time has been agreed with the customer on a specific issue/query the jobholder must enter this into SPARK and adhere to this deadline.
• Accurately process inbound/outbound shipments to ensure on time delivery and collection of Customer material to minimize the possibility of miss pick-ups.
• Alert origin and destination countries for all urgent consignments and monitor progress and where appropriate provide all assistance to ensure shipments are delivered within agreed time frames.
• Answer all issues and queries of the customer both through MCT email and over face to face in a professional manner to ensure highest standards of DHLs customer service.
• Monitor and report on transit time performance for inbound and outbound shipments against pre-determined performance targets so that trends can be evaluated and corrective action taken.
• Complete a weekly summary of customer service activity for within the agreed deadline. Attend monthly review meetings with the Customer management in conjunction with the DHL Account Manager and Customer Operations Group Manager to discuss any service issues performance standards and action items for the coming month.
• Maintain a clean organized and safe work environment in adhering to ISO standards and the customers workplace practices.
• Build and develop a harmonious and strong working relationship with all colleagues in Customer location key contacts and associated sales staff to promote a continued and beneficial business relationship.
• Handle all shipments in a safe and organized manner to avoid any mishaps also make sure all documents are prepared and ready with shipper before collecting the shipments. Prepare AWBs and create remote booking.
• Keep up to date on all products and services both customer and DHL so as to understand the customers needs and provide them the best product and service solutions.
• Work on any client improvement projects or reports as required by the Account Manager Customer Service director and the Customer
• Operations Group Manager
• Assist with any other business-related requests or tasks as required & allocated by the Company Management.
• Complete and submit all Invoices on customer system which received from DHL Finance department.
• Make sure that all required documents are submitted to clearance team to avoid any clearance delay.

A) Reporting Relationships:

• The job holder reports directly to the Customer Operations Supervisor.

B) Contacts:

• External
• Vendors and Suppliers.
• DHL Network
• Internal
• Customer Operations Supervisor
• Customer Operations Team
• Account Manager
• Customer Services Director
• Commercial Director
• Finance team (Billing)
• Ops (Import and export) Team
• Ground Operations (Heavy shipment and Normal)

C) Problem Solving:

• There are several areas of the jobholders functions where efficient problem solving will be key. Traces must be logged and followed up regularly to deliver optimum levels of service at all times. Due to the critical nature of the aviation industry the role must pro-actively communicate all findings with regards to shipment status. For escalations the job holder must follow the network standards and consult with the Customer Services and / or the Contract Manager if unsure.

D) Decision Making:

• The job holder will be responsible for arranging special pick-ups and deliveries where required communicate efficiently all delays and other service issues to the Territory Manager Customer Services Director Area Sales Manager and the relevant Customer staff and arrange for gifts (through Fix a Flat scheme) where necessary.

E) Planning and Organization:

• Due to the high volumes of both inbound and outbound shipments the job holder must be highly organized in keeping records of traces / special requests daily follow ups and effectively report on pre-determined KPIs periodically (frequency to be decided)

F) Job Challenge:

• Due to the critical nature of this sizeable account the jobholder must always be pro-active and energetic when dealing with this account. Efficiency in work practices and effective communication will be the key to the success this very challenging role.

KNOWLEDGE SKILLS AND EXPERIENCE:

• Sound educational background with an extensive knowledge of the Service Industry.
• Minimum of two years of prior DHL operations and customer service experience.
• Working knowledge of Microsoft Word Excel and Power Point.
• Good oral and written communication skills English & Arabic
• Self-motivated individual capable of working to set time frames.
• Self-starter working most times without supervision.
• Tolerance for stress in a fast-paced working environment.
• Excellent planning and co-ordination skills
• Flexibility to perform various job functions.
• Strong customer focus