BASIC PURPOSE

• To provide quality service in the management and daily control of all DHL functions at the customer.
• Communicate with Sales and operations on all service requests as expressed by the client. Personal involvement with the customer and improving customer relations by maintenance and improvement of service standards.
• Ensure that service provided matches DHL’s image of quality and leadership in the courier industry.

ACCOUNTABILITIES :

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 implement ISO standards and procedures at all times.

Operations

• Maintain and exceed service standard levels for inbound material, reviewing procedures to correct and improve practices within the customer's use of our service.
• Monitor key performance against network standards and take corrective action if performance falls below the same.
• Ensure all shipments are prepared to the “Perfect Shipment” standard (airway bills, contents check, special instructions, insurance, security sticker).
• Ensure all paperwork is provided to permit completion of all necessary customs formalities.
• Monitor and enforce all hazardous goods guidelines as per communicated procedures and restrictions.
• Ensure ISO guidelines for recovery of duties are respected and co-operate with the collection of the same.
• Liaise with Station Operations Manager on any shortfalls in operational procedures.

Customer Service

• Provide quality customer service complying with communicated network and country guidelines, procedures and policies.
• Communicate with Sales and Operations on all service requests as expressed by the client and follow up on actions taken.
• Ensure that service provided matches DHL’s image of quality and leadership in the courier industry.

Sales

• Liaise with Sales to define levels of service offered and service issues.
• Improve client relationships by ensuring communication levels are open.
• Identify areas of business potential through customer liaison, develops strategies to expand business and service levels for the industry and communicate the same to Station of Industry management.

IT

• Liaise with Country IT and Country 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.

Finance

• Verify and ensure the transmission of invoices.
• Liaise with the client’s finance department to ensure speedy processing of payments and provide any documentation requested by them.
• Liaise with Area Credit Control on the distribution of invoices and cheque collections.

Reporting

• Continuous accurate and timeous reporting on issues regarding sales targets, performance levels, network standards and areas of improvement.
• Interpret and utilize results to motivate and improve levels of performance and highlight areas of concern within the industry.

Strategy

• Implement strategic objectives as directed by the Service Centre Manager / Operations Manager.

Planning

• Assist and provide input to plan and forecast spending and investment (Capex) in order to meet contr