Key activities

Overall goals / Typical measures

Customer

External

§Attend to customer need at all times in a professional, friendly and courteous manner.

§Shipment Delivery is to meet RDD, and Pickups are to be uplifted on time and no PU is missed.

§Provide timely customer feedback to Team Leaders and Supervisor

§Follow up on all customer enquiries.

§Direct Customer to the right DHL department when further information is required.

§RDD /

§Customer satisfaction (e.g number of complaints or claims )

§NPA

Internal

§Inform Supervisors and Team Leaders on all service-related issues.

§Be accountable and honest and meet performance expectations.

§To provide suggestions to improve operation efficiencies or business need.

§To be able to meet special delivery & PU expectations.

§To be able to participate in warehouse processing, sorting, loading, unloading and any task part of the TH or GTW warehouse activity.

·Customer Satisfaction (e.g number of complaints or claims )

§Missing PU Report

Stakeholder

External

All Operations Staff

▪Build-up a reliable relationship to facilitate the daily operations activities.

▪Co-ordinate within shift operations to meet operational demands at a high service quality.

▪Understand and comply with the requirement from other Gateways and Hubs.

▪Assist in ensuring maintenance requirements of facility, equipment and infrastructure, are carried out in accordance with regional guidelines and company image.

▪Maintain the good relations and follow-up the special requirement if necessary.

▪Expand knowledge to other roles within Operations in order to carry out these functions through a rotational shift mechanism.

Customs & other regulatory agencies.

▪Activate the process flow to comply with the regulatory policy and manage the daily activities.

Third Party Agents

▪To be able to work with contractors to ensure that shipments beyond a courier’s capability are attended to on a urgent basis

▪To alert Team Leaders/Despatch Officers in advance when contractor help is required.