AFR Ops Specialist
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Key skills for this role
About the Role
Develop and administer air freight operations plans and processes to deliver flow of goods and information across the customer's global supply chain. Engage proactively with customers and manage shipments against expectations.
Key Skills for This Role
Responsibilities
- Act as Customer first point of contact for shipment information, incident/complaint management, ad hoc pricing, and claims
- Ensure correct costs and revenues are captured against customer’s profile and take ownership to solve simple and complex issues
- Administer shipment level activities including receipt of customer booking, documentation requirements, and all related local and international transport
- Ensure the management of shipments in line with the customer service commitment
- Track, record, analyze and improve exceptions/operational irregularities
- Responsible for high shipment data quality
- Implement necessary regulatory compliance procedures relating to commodity and locations for shipments
- Route and/or assign shipments to relevant consol that meets our customers service commitment and maximized our profits
- Identify critical shipments and new business that needs extra support/hypercare
- Answer queries, prepare information for customer visits and participate in customer visits relating to operational topics
Requirements
- Advanced knowledge of job area typically obtained through advanced education and work experience
- Ability to manage projects/processes independently with limited supervision
- Experience in air freight operations and supply chain
Full Job Posting
Job Purpose
- Develop and administer air freight operations plans and processes to deliver flow of goods and information across the customer’s global supply chain.
- Engage proactively with customers and manage shipments against the customer or delivery expectation in line with business strategy and objectives, corporate guidelines and policies.
Key Responsibilities
- Act as Customer first point of contact for shipment information, incident/complaint management, ad hoc pricing, and claims
- Ensure that correct costs and revenues are captured against customer’s profile and take ownership to solve simple and complex issues
- Administer shipment level activities including receipt of customer booking, documentation requirements, and all related local and international transport
- Ensure the management of shipments in line with the customer service commitment
- Track, record, analyze and improve exceptions/operational irregularities
- Responsible for high shipment data quality
- Implement necessary regulatory compliance procedures relating to commodity and locations for shipments
- Route and/or assign shipments to relevant consol that meets our customers service commitment and maximized our profits
- Identify critical shipments and new business that needs extra support/hypercare
- Answer queries, prepare information for customer visits and participate in customer visits relating to operational topics
- Execute tasks and activities while meeting resource management and productivity guidelines for the day to day operations
- Prepare invoices, debit and credit notes and necessary back up documentation ensuring customer invoice timeliness and accuracy
Stakeholders
- Connect with and influence other specialist departments and 3rd parties e.g. external service providers
- May convince others to accept new concepts, practices, and approaches
- Build strong, trusting cross functional relationships with DHL managers
- Understand customer and key stakeholders interests and concerns and advise direct reports, customers and key stakeholders
- Provide technical guidance to line managers and employees
Management Responsibilities
- Individual contributor who may manage two or fewer employees
- May direct the work of other lower level professionals or manage processes and programs
- Coach and review the work of lower level professionals
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