In-House Customer Service Executive - DHL Express

YOUR RESPONSIBILITIES

QUALITY

• To integrate quality into the business by ensuring that every Customer contact is a demonstration of absolute dedication towards providing first time ideal solutions for the satisfaction of Customer’s immediate and future needs.
• To ensure compliance with the In-house Standard Operating Procedure.
• To implement and maintain ISO and Global SOP standards at the in-house offices at all times.

OPERATION

OUTBOUND

• To ensure that all shipments are collected within the agreed cut-off times.
• Collected shipments are processed according to the DHL network standards.
• Consultations of the Service Directory on all export shipments to ensure DHL network compliance.
• All air waybills collected are fully FSDC compliant.
• To ensure that all shipments are coded to the correct 3-letter IATA code.
• Relevant documentation for WPX shipments is identified, processed and attached to the shipment, and the necessary pre-alert process is completed per shipment/destination.
• This is to ensure all paperwork is provided to permit completion of all necessary customs formalities.
• Ensure that the necessary departments are notified of any VAS shipments, and the necessary pre-alert process is completed per shipment/destination.
• Relevant security checks are performed on 20% of outbound material for account holding customers, and the necessary checkpoints are captured, and security stickers are placed on the shipment.

• Relevant security checks are performed on 100% of outbound material for cash account customers, and the necessary checkpoints are captured, and security stickers are placed on the shipment.
• All relevant checkpoints are captured and generated on either WCC or on a TC55 scanner and all data is transmitted via the scanner or WCC according to the operations business rules.
• To ensure that high-priority or high-value shipments are monitored and proactively managed.
• To ensure that the Customer is educated with the assistance of the Sales Representative on the cut-off times for the in-house and the transfer of material from the in-house to either a Service Centre or Gateway.
• This is to ensure that all material reaches the relevant Gateways in time to meet the scheduled outbound flights and that transit times quoted are achieved.
• Monitor and enforce all hazardous goods guidelines as per communicated procedures and restrictions. All DGI shipments sent externally

INBOUND

• To ensure that all inbound material is delivered within the agreed cut-off times on the day of arrival.
• All relevant checkpoints are captured and generated and that all data is transmitted via the scanner or PC GOP according to the operations business rules.
• All shipments, which cannot be delivered, due to bad or illegible addresses, are to be sent back to the relevant Service Centres to be traced.
• Inbound shipments are processed according to the DHL network standards.
• Ensure ISO and THP guidelines for recovery of duties are adhered to.
• Checking of SAM daily checked for incomplete shipments.

SECURITY

• Security checking shipments of a suspicious nature, and following all security procedures.
• Ensure that network security and operations procedures, and any additional local requirements, are strictly adhered to in order to guarantee network and shipment integrity.
• Ensure that the correct procedures are followed when identifying a DG, (dangerous goods), shipment.
• Ensuring all cash shipments have security inspection scans.

OPERATIONS PERFORMANCE AND REPORTING

• To ensure that all data is captured and generated according to operations business rules.
• All checkpoints captured must be transmitted within one hour according to the operations business rules.
• All data captured must be accurate and comply with network standards.
• Feedback on any identified operations performance issues must be sent to the correct departments and actions must be taken to reduce or stop the occurrence of these issues.
• Accurate and timely reporting on issues regarding performance levels, network standards and areas of improvement.
• Monitor key performance against network standards and take corrective action if performance falls below communicated targets.
• Liaise with IT and Services to make optimum use of IT systems available to control and improve productivity.
• Ensure input timeliness, monitor availability of shipment data and communicate shortfalls in performance to the In-house Operations Manager and Services.
• Monitor OPS performance for the In-house group against scorecard targets; and ensure that actions to reverse identified areas of under-performance are implemented.
• To provide the onsite operative with accurate operational data in line with the operations scorecard, and to work with the onsite operative to address issues highlighted by the data provided by the ZA Services department.
• To analyze these reports and to take corrective action on service and operational issues identified.
• To interpret and utilize the results and motivate and improve levels of performance within the onsite operation.
• Security checking shipments of a suspicious nature, and following all security procedures.
• Ensure that network security and operations procedures, and any additional local requirements, are strictly adhered to in order to guarantee network and shipment integrity.
• Ensure that the correct procedures are followed when identifying a DG, (dangerous goods), shipment. Ensuring all cash shipments have security inspection scans.

OUR PROFILE

• Certificate / Diploma in Customer Services
• Valid driver’s licence (2 years)
• PC Literacy
• Security and ITC clearance
• DHL Experience / Knowledge of the DHL Network
• Systems knowledge (WCC, OCNT, Gema, CSV, GSD, Sherloc)
• Customer Service Experience
• Own transport