DHL Same Day is DHL Global Forwarding’s global time critical & white glove service. With our flexibility of services meeting the emergency shipment needs of a wide range of industries, whether it’s the extensive database of aircraft parts we maintain for our Aircraft On Ground clients, or expediting mission-critical parts globally for our Semiconductor and Automotive clients, or the ability to meet time-critical temperature-sensitive needs unique to Life Sciences and clinical trial logistics, DHL Same Day gets the shipment there, when it has to be, for any business or organization.
Job Purpose:
The Airfreight Operations Specialist plays a crucial role in managing airfreight shipments from initiation to delivery, ensuring regulatory compliance, operational efficiency, and exceptional customer satisfaction. This role involves managing customer relationships, resolving operational issues, processing necessary documentation, monitoring shipment performance, and ensuring that all tasks are performed accurately and effectively. The Airfreight Operations Specialist will engage proactively with customers, handle shipment-related incidents and complaints, and meet service commitments in line with corporate guidelines and business strategies.
Key Responsibilities:
- Customer Engagement & Issue Resolution:
Engage directly with customers under general or limited supervision to collect shipment information, address incidents, and resolve complaints. Ensure clear communication and effective problem-solving to meet customer expectations. - Cost & Revenue Management:
Ensure accurate capture and assignment of costs and revenues to customer profiles. Resolve simple discrepancies and proactively seek guidance to resolve more complex issues related to billing or cost allocation. - Shipment Administrative Support:
Handle administrative tasks related to shipment management, including receiving customer bookings, gathering required documentation, and coordinating local and international transport activities. - Shipment Management:
Under guidance, manage shipments according to customer service commitments, ensuring timely and efficient delivery. Address operational issues or irregularities promptly to avoid delays. - Exception & Irregularity Reporting:
Identify and report operational exceptions or irregularities to relevant stakeholders. Ensure timely communication and resolution of delays or issues. - Data Quality Improvement:
Proactively seek guidance on improving shipment data quality and ensuring accuracy in shipment records. Ensure data reflects the current status and performance of shipments. - Regulatory Compliance:
Adhere to necessary regulatory compliance procedures related to commodities, shipping locations, and other relevant legal or industry requirements. Ensure that shipments are routed and documented according to these regulations. - Shipment Routing:
Develop and execute optimal shipment solutions that are tailored to meet customer needs, ensuring that each shipment is handled efficiently and aligns with customer expectations. Focus on delivering high service quality while strategically optimizing routes and resources to maximize profitability for the organization - Invoice Preparation & Documentation:
Prepare and issue customer invoices, ensuring all necessary backup documentation is provided. Ensure invoices are timely and accurate, reflecting the correct details of each shipment. - Performance Monitoring:
Use available tools to monitor shipment performance, highlighting any issues or discrepancies. Use these insights to identify areas for improvement and minimize performance gaps.
Qualifications:
Experience:
Prior experience in airfreight or logistics operations is preferred but not required.
Knowledge of airfreight processes is an advantage.
Skills:
Strong customer service orientation.
Problem-solving abilities with a focus on resolution.
Experience in handling incidents and complaints.
Ability to manage costs and revenues in logistics operation
Key Competencies:
- Attention to Detail:
Ability to ensure all shipment details are accurately recorded and managed, including documentation, costs, and performance metrics. - Customer Focus:
Strong ability to proactively engage with customers, resolve issues efficiently, and exceed expectations. - Problem-Solving & Initiative:
Ability to identify and resolve operational issues. While seeking guidance when necessary, also take ownership of problem resolution and provide proactive solutions. - Communication:
Excellent verbal and written communication skills, allowing effective interaction with customers, vendors, and internal teams. - Collaboration:
Ability to work well with colleagues, vendors, and customers to ensure smooth operations and timely deliveries. - Compliance & Regulations:
A deep understanding of regulatory requirements and industry standards to ensure that all shipments comply with legal and operational guidelines. - Independence & Initiative:
Capable of working independently under limited supervision for routine situations to achieve objectives and deliver results with a short-term, operational focus. - Operational Knowledge:
Broad knowledge of operational procedures, tools, and systems necessary to execute the role efficiently.
