Overall Role PurposeManage end-to-end export shipments from booking origin to delivery of cargo.Promote continuous improvement approach to the processes striving towards operations excellence.Develop people to their highest potential through necessary training and performance management.Escalation point for complaints and exception handling resolution; and implementation of corrective and preventive action.Provide high level customer relations and services and ensure compliance with DHL policies and procedures.Build network of relationships within DHL network and suppliers.
Key ActivitiesOrganizes, splits and plans day-to-day work of export operators and customer relations specialistsEnsures that proper implementation of customer process has been conducted before Operations starts regular business servicesDrives Global Target Operating Model within the team to utilize tools on a day-to-day basisClose monitoring of shipment status from planning, booking, pick-up from customer premise, hand-over to airlines, arrival to destination.Ensures handling of required export documents according to regulations and internal proceduresSupports Customer Service in the incident and exception management resolution. First Escalation point of customersCreates, builds and maintains excellent relationships with key suppliersContinuously monitors supplier performance and develops improvement plan when requiredIdentifies training needs and opportunities to develop a highly skilled functional departmentCreates, builds and maintains relationships with other internal functions (e.g. Destination countries, Capacity Management, Airfreight Commercial and Capacity, Sales, Customs, Cartage) and acts as subject matter expert for ad hoc operational questions with regards to accounts which are being serviceInteracts with Bureau of Customs, Global Service Center if required
Competencies/ Experiences RequiredExtensive knowledge in Airfreight Export OperationAt least 3-5 years experienced in leading export operationsStrong people management with good interpersonal skills, able to provide motivation to the team.Demonstrate strong communication both oral and writtenProblem-solving, Analytical, Strategic Thinking, and conflict resolution skills.Degree in Business Administration or related subject
Job summaryLooking for an experienced Airfreight Export Operations Manager who will focus on the day-to-day team management and provide decision-making expertise.