Airfreight Exports Operations Specialist

Scope of Role :Processes, handles and distributes all required documents in accordance with DGF operational procedures

• Proactively communicates with customers
• Accountable for end to end job file ownership to include monitoring & commercial activities

Reports to - Airfreight Operations Team Lead

Days & Hours of Work - Monday to Friday 9-5.30

Role Profiler : Head of Airfreight

Key activities

Key Accountabilities

• Work with assigned customers to be open, honest & build long term, strong relationships.
• Work closely with all overseas teams to ensure all expectations are met and escalate where necessary.
• Responsible for opening, invoicing & closing files in line with standard operational procedures, customer operational procedures & overseas regulatory/customer requirements
• Creates/confirms transport order in the DCT system to ensure pickup or delivery of the shipment
• Manage customer bookings,
• Prepares, controls and distributes all required Export/Import documents to counterparts (carrier, consignee, supplier, etc.)
• Checks printed documents and finalises validation against shipper & DGF warehouse documents to ensure all information contained is accurate, i.e., Contract rating, Weight, Shipper, Consignee, etc.,
• Manage exception reporting & liaise directly with relevant departments
• Responsible for closing own Export shipments, filing & sending DGF invoices to customers
• Ensures Known Shipper declaration (original) is received at time of collection, IAA database is checked on a shipment by shipment basis with a screen print included in the job file & Complete the Regulated Agent Consignment Security Certificate form & keep a photocopy in file
• Capture performance issues through the raising of Operations Irregularities and work with the relevant department/supplier and proposes solutions to improve/correct performance
• Raise customer complaints on GCCS tool where necessary & ensure customer updates are entered every 24 hours. Ensure resolution is recorded within 96 hours (also applicable for Finance Disputes Log)
• Respond to received Network Requests within 24 hours
• Supports Customer Service in incident reporting and exception

management resolution

• Monitor shipments up to POD & ensure any issues are communicated to the customer by phone & followed up by email in a timely manner
• Monitor DAP & DDP shipments in order to cross check billings from overseas station and if require issue supplementary invoices to cover costs
• Ensure all written correspondence with the customer is made using professional, positive & respectful language (following the DGF email guidelines)
• Responsible for compliance with CDZ regulations as part of Export / Import process
• Ensure full compliance re: managing & achieving local & regional KPIs
• Credit Notes
• Time Stamps / POD’s
• Operational Irregularities / Network Requests
• Unbilled Files
• MAWB/HAWB Management
• Customer Complaints
• Ensure strict adherence to regulatory & DGF processes.
• Air Cargo Security requirements as outlined in DGF Security manual
• IATA DG documentation & check requirements
• DGF Operational processes
• LifeConEx & ThermoNet SOP’s
• Customer SOP’s / CRR’s
• Ensure all assigned customer data is recorded, controlled & validated on a regular basis (6 month reviews with manager)
• Review SFAR report with line manager on a weekly basis to identify any accrual / billing issues
• Ensure accurate accruals at MAWB & HAWB level
• Proper use of service codes at HAWB & MAWB level
• Accrual of non-standard costs updated in COSS
• Ensure accurate customer rating of import & export HAWB
• Manage customer specific bulk & EDI invoicing processes
• Manage 3rd party billing
• Ensure +90 day invoices are addressed for resolution or escalate to line manager if required
• Monitor COD collections/deliveries to ensure all monies are received prior to shipment departure/delivery in line with the COD process
• Monitor Envirotainer/C-Safe leases & ensure all additional lease days are billed out to the customer
• Ensure all CASS, MART queries are responded to within 7 days of receiving the relevant report/notification from Air Product
• Ensure clean month end close out for your accounts & support your line manager in line with the DGF month end process
• Participate in department PD’s
• Supports line manager on cross training initiatives
• Ensure training records are maintained & filed in correct location with all required supporting documentation
• Maintains excellent relationships with suppliers (internal & external) as appropriate
• Participate in the implementation of operational processes and perform work to the standards of Good Distribution Practice (GDP) for Life Science business, as required.
• Ensure operational compliance to all revenue and international trade legislative requirements, and all requirements under Data Protection Legislation in addition to all DGF IE policies and procedures (H&S, Quality, Environmental, HR, etc), and work in a manner that supports the Company environment programme

Relationships with others

• Communicates in an open and honest manner.
• Treats others with respect, develops trust and values diversity.
• Demonstrates sensitivity to diversity, ie culture, gender, age, religion, race disability.
• Develops effective relationships with employees, peers and managers.
• Confidence in dealing with all levels in the business over the telephone and also on a face to face basis.
• Ability to remain calm when dealing with difficult people.
• Good listening skills and ability to respond in a clear, respectful manner.

Teamwork

• Commitment to fulfilling their role in a team.

• Supportive approach to other team members.
• Shares information, knowledge, ideas and experience freely with others.
• Commits to team decisions and contributes to building a team spirit.
• Works collaboratively with others to achieve team or business objectives.
• Establishes acceptable levels of quality and quantity of work; reviews, recognises and supports achievement
• Encourages and motivates team members and work colleagues

Customer Orientation 

• Basis decisions on how his/her actions impact on customers and DHL.
• Builds and maintains effective relationships with customers, suppliers and other departments.
• Focuses on the needs of customer and seeks to meet and exceed expectations.
• Quickly and practically solves problems, seeking advice where necessary. 
• Appreciates what customers want and continuously strives to meet customer expectations.

Problem Solving

• Identifies issues, problems and opportunities.
• Deep dives to identify root causes of issues
• Applies formal problem solving techniques
• Evaluates risk
• Gathers information and analyses cause and effect.
• Quickly and practically solves problems.
• Establishes effective work processes and measures.
• Documents and communicates awareness of the problem, solution and action taken.

Commitment to Excel 

• Achieves work targets and is willing to take on additional roles/responsibilities.
• Continuously reviews current processes.
• Seeks and is open to feedback from others.
• Always behaves in a manner consistent with DHL's values.
• Demonstrates a positive attitude to change.
• Flexible approach to work.
• Looks for opportunities in a changing situation.
• Provides detailed advice to others
• Takes initiative to keep skills up to date

Procedural Skills

• Ability to organize own workload across a range of responsibilities & meet deadlines.
• Ability to select appropriate procedures.
• Ability to follow procedures.
• Ability to meet procedural deadlines.
• Ability to improve an existing procedure.
• Ability to create a procedure.

Attention to Detail

• Ability to work with lots of data to high level of accuracy.
• Ability to apply high attention to detail to written (text) documents.
• Ability to follow through on procedures and ensure completion.

Expected years of experience (Minimum) : Extensive knowledge of AFR Export Operations

• Expected Qualifications
• Good MS Office skills
• Strong administrative skills
• Results driven with excellent attention to detail
• DG certification an advantage
• Envirotainer training an advantage
• Logistics related qualification desirable