AFR & OFR Ops/cs - Export

A World Of Opportunities From The Freight Forwarding Market Leader

Deutsche Post DHL (DPDHL) is the world's logistics provider, with nearly 600,000 employees operating in more than 220 countries and territories. DHL Global Forwarding, Freight (DGFF) is the DHL division specializing in international transport, particularly air, ocean, and road freight. We are the global leader in air freight and second in ocean freight.

As DHL Global Forwarding Italy, we have 15 Stations across the country and 4 Gateway departments, with over 600 highly qualified employees. In DGF, shipments are our core business, but people are our passion. Innovation and diversity are integral parts of our culture.

We offer excellent opportunities for personal growth and professional development.

We can proudly say that we are truly a Great Place To Work!

If what you've read so far sounds interesting and you would like to join our team… keep reading!

Job Summary

As an integral part of the Air Freight Operations Export Team, this role encompasses optimizing and enhancing the export of goods by air in alignment with organization's goal. The key responsibilities include ensuring efficient and compliant export processes, collaborating with airline partners and network offices, and prioritizing customer satisfaction. The role also involves actively contributing to the organization's profitability goals through effective operational execution and adherence to regulatory standards.

Key Responsibilities

Operational Excellence

• Develop and enhance operational processes to ensure consistent volume growth.
• Procure and utilize optimal airline capacity.
• Take charge of warehouse operations, ensuring seamless coordination between the warehouse and gateway.
• Manage end-to-end shipment processes from pick-up to delivery, ensuring accurate file execution, timely invoicing, and dispatch as per SOP.
• Follow CW1 Best Practices, including milestone updating and effective utilization of CW1 tools.
• Accurately book costs and revenue, maintaining operational hygiene for a healthy P & L.
• Be Proactive and Ensure Timestamp for Completeness & Timeliness
• Handle carrier engagement to design solutions, improve profitability, and skillfully address claims, disputes, and customer complaints.
• Manage Complaints, Claims, Compliments - be responsive and available.
• Taking complete responsibility for independently managing customer accounts, guided by both supervisor and manager, following the 'one file, one operator' approach.
• Drive the implementation of sustainable environmental practices within the air freight operations, contributing to corporate social responsibility goals.

Stakeholder Management

• Manage customer relationships and address grievances.
• Oversee overall billing quality and timeliness.
• Oversee end to end process for a specific set of customers from booking to delivery.
• Manage relationships with multiple carriers, vendors, customs brokers, and network partners.

Customer And Network Support

• Register complaints related to all export shipments.
• Execute and support day-to-day export operations deliverables.
• Reconcile and resolve network issues.
• Communicate frequently with sales and support functions.

Competencies

Functional Competencies

• Product Knowledge: Thorough knowledge of products, services, and logistics industry.
• Customer Service: Strong customer service skills to address inquiries, provide updates, and resolve issues related to shipments.
• Technology Proficiency: Implementing CW1 and other tools for optimizing operations.
• Customs Regulations Acumen: Understanding of customs procedures, tariff and international trade laws for industry regulations and standards.

Behavioral Competencies

• Agility: Ability to adapt quickly to changing operational needs and environments.
• Continuous Learning: Willingness to learn and improve skills to enhance performance.
• Attention to Detail: Consistently maintaining accuracy and precision in tasks and documentation.
• Quality Orientation: Commitment to delivering high-quality results and services.
• Initiative: Taking proactive steps to improve processes or address issues without waiting for direction.
• Team Collaboration: Collaborating across teams for smooth operations.