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 Operations Coordinator (Shipment Team) to be based in the Air Import Team. In this role, the successful candidate is responsible to provide the Best Customer Experience for Customers and Network stations, by ensuring Import shipments are delivered within the promised Service Levels. He / She also acts as the P&L owner for all their shipments, and is responsible to provide timely and accurate updates to the customer on shipment status and other enquiries.

Key Responsibilities

• Receive shipment request from customer and initiate routing request with DGF Networks. Effectively & proactively monitor and track the progress of the shipment from departure to arrival and ensure all internal / external stakeholders are updated of any deviations and exceptions. Pre-alerts are shared promptly and accurately wherever applicable. Share arrival notification for adhoc customers.
• Ensure all inbound and cross-trade shipments are actioned in line with Service Levels, Transit time and KPI timelines. Ensure that quotations are approved before shipments are moved. Ensure all CW1 data elements are in line with those defined in the SOPs, Work Instructions, DGF Milestones handbook
• Create customs declaration jobs in CW1 and execute end to end as per the scope. Validate Import documents and Handling requirements and revert to customer/station as required.
• Provide accurate instructions to Clearance team for Import Customs Clearance. Original documents that are collected from the Consol Pouch/Customer for Customs Archival purposes (for non-electronic clearances) should be handed over to the Customs team within agreed SLA. Upon clearance, ensure to update Customs declaration number and scan copy against the shipment on CW1
• Ensure customer requests / escalations are responded to on time and internal / external stakeholder are appraised as required
• Enter and Post all Revenue charges in line with the agreed quote / contract, within the defined KPI timelines, and without errors / gaps. Carry out shipment level costing for files, and validate there is no revenue leakage and all costs are booked without errors. Verify GP and Handover file to Finance for dispatch (physical/paperless) within agreed KPI timelines. If cash on delivery shipment, this activity to be done prior sending transport instructions.
• Liaise with VAS Team for Import permits or additional services if required
• Provide accurate instructions to Transport team and Warehouse Team for Import Delivery, and ensure that all required documents are provided within agreed SLA
• Review customer related SOP along with respective Sales representative and manage the service requirement per documented SLAs
• Pro-actively suggest viable time-effective and/or cost-effective alternatives for freight movements wherever applicable or requested by customer. Involve pricing team for high revenue / complex pricing opportunities
• Collaborate with network offices and seek specific country compliance & trade requirements prior shipment execution. Obtain Export Control Office approval for shipments to sanctioned countries / Denied parties.
• Ensure to review and raise CCM/OIs wherever deviations are found in data quality, service quality, documents, delay in response.
• Actively seek and report operational process gaps / errors, with an aim to continuous improvement, using First Choice tools like PDs, PRS, Gemba, PEAs etc.
• Acts as first contact point for customer claims and redirect the request and documents to the correct parties. In case if shipment is insured by DGF, shipment related documents (AWB, commercial documents) needs to be provided to the insurance team. The premium provided needs to be billed in the file. Notify the customer of any reported discrepancies/damage with the shipment

Job Skills, Qualifications & Experience:

• Diploma or Graduate Certificate from a recognized university
• Two to three years’ experience in Freight Forwarding and/or Customer Services
• Knowledge of AFR Import Operations and CW1
• Good knowledge of forwarding business, INCO terms, DGF AFR product and business systems
• Excellent communication and interpersonal skills
• Ability to identify and meet customer needs in a pleasant and friendly manner

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

Our TOP EMPLOYER prestigious certification attests to our best-in-class efforts to attract and retain talent by fostering a positive work environment and encouraging personal and professional development among employees. The development of talented women in our organization will be a focus for us and an important part of our DGF Strategy 2025.