YOU TACKLE FOR QUALITY AND GREAT SERVICE. THIS WILL IMPROVE THE LIFE OF OUR CUSTOMERS.
Would you like to become part of the world's most international company in the world?
A company that pioneered cross-border express delivery in 1969 and is now active in more than 220 countries and territories worldwide. Do you want to be part of a company that connects people worldwide? And the more people we connect, the better life will be on our planet.
Join our team and discover how an international network that's focused on service, quality and sustainability, is able to connect people and improve lives through the power of global trade. And not just for our customers, but for every member of our team too. To learn more about our culture, motivated people and our purpose, please visitwww.dpdhl.jobs/express
Do you want to make a difference? Then come to our "Insanely Customer Centric" Team and become a Certified International Specialist!
ROLE PURPOSE:
- Perform real-time shipment monitoring and management via AQCC, Apply analytical expertise to identify potential service incidents and failures in order to initiate real time response, best corrective actions and minimize service impact.
- Apply established diagnostic processes and analytical expertise to identify root causes and work with the local Operation, Performance and Network to resolve the roadblocks,
- Catalogue and review service failure cases with Hub Operations, Performance, to identify re-occurring issues.
- Ensure all stakeholders are updated in regards to service incidents and crisis events
- Identify process issues and make recommendations aligned with Global SOP for service improvements
YOUR TASKS:
- Provide real-time visibility on distressed shipments to local Operations for immediate attention and remedial action.
- Provide required support (data, recommendation, clarity on Global SOP, etc) that will assist local Operations in the resolution process.
- Support Bahrain Hub Ops to provide accurate and timely check point visibility, on time shipments connectivity and recovery.
- Follow up on actions that have not been completed and escalate to local Operations Management, Owners or DHL Network for attention.
- Conduct post mortem and communicate root cause of failure to local Operations and secure a commitment / response that corrective actions will be implemented to prevent a re-occurrence.
- Interpret and analyse information for escalation of issues that can be improved on.
- Raise systems performance issues (slowness, non-availability, errors, etc) to ITS on a timely basis and keep in close communication until issue is resolved.
- Where / when communications channels have been agreed, raise service issues/non-compliance/performance matters for review, action and/or follow-up.
- Re-act to potential service incidents by responding to the violations in the AQCC application, identify the potential incident or issue bucket.
- Push process failures to the facility accountable/owners for identification of root cause and potential corrective action. Ensure appropriate warehouse searches are conducted.
- Determine and ensure that facility activates the best business decisions to maintain our transit time promise.
- Update the network of major service incidents when required.
- Ensure the facility traces get lodged to communicate the service incident .
- Flag any AQCC related issues, violations and gaps requiring attention on a timely basis.
- Provide required support (data, recommendation, clarity on GSOP, etc) that will assist local Operations in the resolution process.
- Follow up on actions that have not been completed and escalate to local Operations Management, Owners or DHL Network for attention.
YOUR PROFILE:
- Experience or relevant background in Hub Operations is required.
- Good working knowledge of the DHL Network (from pickup to delivery) and DHL
- Familiar with DHL Global Standard Operating Procedures (Global SOP)
- Must be comfortable, proficient and experienced in operating global DHL applications such AQCC, OCNT, NMIV, CALMS, OPMS, SHERLOC, NPTS, ECIS, Vista, ..etc
- Effective analytical problem-solving skills & high-level reasoning
- Influencing, interpersonal and communication skills
- Strong software skills are highly preferred (Advance MS Excel)
- Must be able to work on shifts (day/night)
- Fluent in both Arabic and English.
OUR OFFER:
- Strong career support in an international environment.
- Great culture and colleagues.
- Multifarious benefit programm.
Do you see a personal challenge in these versatile and responsible tasks? Then apply now!
We look forward to receiving your application!
