Would you like to be part of the most international company in the world? A company operating in more than 220 countries worldwide and has been pioneering cross-border express shipping since 1969. Would you like to be part of a business that connects people across the globe and want to make a difference? Then waste no time and join our amazing team at DHL Group. DHL Global Forwarding, Freight (DGFF) is the Group's air, ocean, and road freight specialist. As the Freight Forwarding Experts, since 1815, we offer standard Global Freight services in addition to highly specialized end-to-end transportation solutions to customers across most industries around the world.
Connecting People. Improving Lives.
Currently, we are looking for a passionate and energetic Team Leader in the IWS – Business Admin Team. In this role, the successful candidate will ensure the customers are receiving an excellent support and service. He/She will also identify areas of improvement, proactively analyse issues, complaints/ claims and follow up on preventive and corrective measures, will enhance the customers relationship and trust with our organization and eventually to ensure high level in customer satisfaction. In addition, he/she will manage team activities and proper distribution of work load and will identify, plan and execute training and development needs for the team.
Key Responsibilities
- Monitoring documentation of Inbound and Outbound shipments, making sure there are no delays.
- Monitoring/ updating trackers and reports, which provide visibility to customer for shipments, claims and trends.
- Ensure assigned tasks (All Inbound/ outbound modes) are performed as per customer expectations and in line with agreed KPIs.
- Ensure monthly MBR is conducted with customer and all reports are ready for presentation.
- Conduct daily PD Session with team to address achievements and concerns.
- Understand rate cards for assigned customers and ensure billing is aligned accordingly.
- Preparing and submitting monthly invoices for the customer to finance team. Update Job Estimates in Oracle PaaS system.
- Prioritize escalated matters and apply the right tools to ensure proper corrective actions and preventive actions are taken.
- Provide effective administrative and decision making assistance towards the daily activities of the Contract Logistics Department.
- Drive appreciation approach within team by using effective tools e.g. EAT (Employee Appreciation Tracker) and Thank You Cards. Errors to be recorded in EET (Employee Error Tracker) along with corrective and preventive actions.
- Ensure coordinators provide excellent Customer Service to the customers allocated to them.
- Ensure coordinators fully understand the customer requirements and how to handle customer requests providing the best for the company as well as the customer.
- Ensure coordinators fully understand the customer expectations and work extensively with them to ensure the best achievable performance.
- First point of escalation for customer in case of urgency or delay.
- Ensure to setup absentee/ leave backup system in order to attend customer queries without delay.
- Constant reviewing of the department processes and initiates any improvement plan to reduce timelines, increase productivity, reduce wastage and eventually achieve a high level of customer’s satisfaction.
- Ensure customers SOP’s and SWI’s are in place, updated on timely manner and teams are well aware of it.
- Ensure data is available for customer business reviews in terms of performance measurement, root cause analysis and volume trends.
- Ensure operation irregularities / failures are addressed to products team, escalated if necessary, to monitor the actions taken and improvement is achieved. Involve the line manager in case of repeated issues.
- Initiate team spirit within the team members and ensure boosting their morale in the company.
- Ensure team’s individual performance is reported to the line manager to praise high performers and reform average ones.
- Set KPI’s and targets for all activities performed by team members.
- Monitor team performance on the basis of targets assigned and appraise team accordingly.
- Ensure that all practices are in compliance with Danzas policies and procedures so that business is handled efficiently.
- Initiate new solution proposals to customers to improve service and customer satisfaction
- Identify and implement Continuous Process Improvement Project as per assigned Goal.
- Efficiently Lead, coach, appraise and support Logistics Coordinator/ Logistics Assistant team in all areas to display high levels of performance to achieve company objectives
- Mandatory Cross training of all team members as per business requirement.
- Monthly feedback session to be conducted with all team members. Feedback session to include discussion of Goals and IDP of team members.
Job Skills, Qualifications & Experience:
- Sound Knowledge of UAE Customs and Free Zone Rules and Regulations.
- Import/ Export Customs Documentation Knowledge.
- Graduate or PG in any discipline
- Min 2 year experience in freight forwarding, supply chain, warehousing or distribution operations.
- Good Time Management.
- Good People Management.
- Self- motivated, Innovative, Organised, Honest and has Initiative.
- Good Communication/ Negotiation and Presentation Skills.
- Well versed with MS Office and WMS
We offer:
- Opportunities in a global company where you can contribute your ideas and skills to move towards our shared goals.
- Possible further career development
- Competitive salary
Why join DHL Global Forwarding?
We are part of Deutsche Post DHL, the world’s leading logistics provider with operations in over 220 countries. Visit our career site on the web at https://www.logistics.dhl/us-en/home/careers.html
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