AFR Ops Specialist

Overview

Job Purpose

In Thisafr Ops Specialistposition

• Subject matter expert who applies advanced knowledge of job area typically obtained through advanced education and work experience
• Manage projects / processes, working independently with limited supervision
• Problems faced are difficult and sometimes complex

Key Responsibilities

• Act as Customer first point of contact for shipment information, incident/complaint management, ad hoc pricing, and claims
• Ensure that correct costs and revenues are captured against customer’s profile and take ownership to solve simple and complex issues
• Administer shipment level activities including receipt of customer booking, documentation requirements, and all related local and international transport
• Ensure the management of shipments in line with the customer service commitment
• Track, record, analyze and improve exceptions/operational irregularities
• Responsible for high shipment data quality
• Implement necessary regulatory compliance procedures relating to commodity and locations for shipments
• Route and/or assign shipments to relevant consol that meets our customers service commitment and maximized our profits
• Identify critical shipments and new business that needs extra support/hypercare
• Answer queries, prepare information for customer visits and participate in customer visits relating to operational topics
• Execute tasks and activities while meeting resource management and productivity guidelines for the day-to-day operations
• Prepare invoices, debit and credit notes and necessary back-up documentation ensuring customer invoice timeliness and accuracy
• Investigate/supports invoice disputes
• Resolve recurring issues, and suggest enhancements to processes focusing on increasing effectiveness and efficiency
• Resolve performance issues of suppliers, and propose solutions to improve performance
• May provide functional guidance, advice or training to less experienced positions

Stakeholders

• Connect with and influence other specialist departments and 3rd parties e.g. external service providers
• May convince others to accept new concepts, practices, and approaches
• Build strong, trusting cross-functional relationships with DHL managers
• Understand customer and key stakeholders interests and concerns and advise direct reports, customers and key stakeholders
• Provide technical guidance to line managers and employees

Management Responsibilities

• Individual contributor who may manage two or fewer employees
• May direct the work of other lower level professionals or manage processes and programs
• Coach and review the work of lower level professionals
• Now, here is what we need from you!