Key activities
Overall goals / Typical measures
Customer
External
Customer
- 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
Operations Centre Supervisor
- 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.
▪ To be able to separate shipment belonging to contactor early
Internal
Customer Services Team/Despatch Team
- To meet the expectation of delivery and PU as per service standards.
- To provide quality feedback to customer service on service incidents when arises.
- To be able to communicate with Despatch / CS when customer needs changes and uses initiative to meet customer need.
Sales Team
- To be able to provide good sales lead to sales team.
- To build good rapport with sales team and customer for continuous business
- To be able to provide quality feedback to Sales when shipment profile changes or when competitors are prospecting the customer.
Customer Service/Despatch Team
- Cutoff Memo
- Miss PU Report
Sales Team
- Sales Lead Report
- Check Ride
- Competitor Feedback Form
Process
Shipment delivery and collection
- Deliver without delay all inbound shipments.
- Collect within a standard time frame, all Outbound Shipments and ensure these are passed over to Outbound Processing without delay.
- Electronically Record via a scanner (or manually if required) all shipment process activities.
- Ensure all cash resulting from the delivery or collection of shipments are handed immediately on the same day of the transaction to the ops cashier/Supervisor.
- Ensure good maintenance of the allocated vehicle.
- Perform duties professionally and courteously in line with Company image with respect to all road users.
- Ensure the security and integrity of all shipments whilst in his/her care.
- Ensure that all necessary papework for shipments associated with pick-ups and deliveries is fully compliant to the DHL standards before freight is sent to OB processing.
- Reconcile all non-delivered shipments and ensure priority is given to these for the next delivery cycle.
- Provide accurate and complete paperwork records for shipment movement and any financial transactions.
- Ensure MPS (perfect shipments) are injected to our network.
- Ensure that all handling processes are completed in a timely and professional manner as per DHL standards.
- Ensure that sorting process is completed properly according to network standards splits.
Processing inbound and outbound materials
- Ensure the attainment of both inbound and outbound shipment clearance, efficiently within clearance performance targets and transit time.
- Process inbound material upon arrival and make sure material is available on time to sort area and any material not going out for delivery is secured according to the Security policy and procedures.
- Process outbound material according to the latest processes and procedures.
- Arrange / attend physical inspections of shipments by authorities and record actions.
- Monitor the registration / license requirements for DHL Customs facilities.
Process Area and Equipment Maintenance
- Ensure that all relevant equipment is operating and take corrective actions where equipment failure and to be proactive through taking action where equipment is falling below operating standards.
- Keep the process area clean and tidy and make sure it is ready for the next process cycle.
Shipment delivery and collection
- KPIs
- Vehicle Maintenance
- Driving Record
Administration
- ND and UNDEL Report
- Proper checkpoint scanning and DS endorsement
- Good Collection report
Work Health & Safety
- The incumbent has the following duties regarding work health & safety:
- Take reasonable care for own safety;
- Take reasonable care to ensure your acts or omissions do not adversely affect the health and safety of others;
- Comply with reasonable instructions from DHL to assist you in complying with the WHS Act and Regulations;
- Co-operate with policies, procedures and safety rules or instructions relating to health and safety
- Report hazards, incidents and near missed to your supervisor on the day of the occurrence.
- Attend health & safety training as directed by DHL.
People - Management
- Incumbent has no direct reports and authority over country line and functional personnel. Nevertheless he/she must be able to demonstrate ability to influence decisions/actions through provision of value-added inputs into the organisation’s business processes
- Informal influence to enable improvement and change within the organisation
Key capabilities
Skills
- Driving License B & C
- Communication skills (French and English), spoken and written
- Software skills (Word ,Excel ,PowerPoint ,etc..)
Competency segment ‘Business’
Analysis: Breaks down a problem, situation or process into its component parts, separates the main issues from side-issues, understands the nature of parts and their relationship to one another. Seeks out and critically evaluates both numerical and narrative information. Draws accurate conclusions.
Planning & Organizing: Sets clear and realistic goals and objectives. Establishes a course of action and a sequence of steps to ensure that activities and objectives are efficiently achieved. Is structured with good personal organization. Schedules time effectively and uses efficient work methods and tools.
Decision Making: Makes timely and appropriate choices based on accurate analysis and experience. Uses sound judgment even in conditions of uncertainty. Anticipates impact of decisions and plans how to manage risk.
Results Orientation: Continually seeks to accomplish critical tasks with measurable results. Overcomes obstacles and makes adjustments to achieve results. Focuses self and others to achieve targets aligned with business goals.
Competency segment ‘Leadership’
Teamwork: Works cooperatively with others to achieve target and objectives. Accomplishes own tasks in support of team goals and actively offers to help colleagues. Supports group decisions.
Competency segment ‘Personal’
Accountability: Acts responsibly. Can be counted on to keep commitments. Complies with the intent of policies, procedures and agreements. Builds others' trust in own professionalism, integrity, expertise and ability to get results.
Communication: Provides both verbal and written information in a timely, clear and concise manner. Expresses ideas effectively, adjusting style, tools and mode to the needs of others. Listens attentively, and summarizes or asks questions, when needed, to clarify information.
Self Management: Remains calm, objective and controlled in responding to urgent or demanding situations. Maintains effective performance under pressure. Stays positive.
Expected years of experience
- More than 1 year of Driving Experience with Driving License ‘B’ & ‘C’
- Prior experience in a service transportation preferable
Educational Qualifications