BASIC PURPOSE: To maintain, develop and enhance customer satisfaction and loyalty by ensuring the provision of quality service in support of the customer’s cost-management objectives. To raise the profile of DHL within the customer-company, maximising all business opportunities and adding value to the business partnership and relationship. ACCOUNTABILITIES: · Process and record all DHL shipments on the Easyship system so that the customers reporting requirements are met and shipments are not subject to undue delay. · Monitor the previous day’s shipments in order to provide delivery information and communicate to relevant Project Manager in a timely manner should issues require escalation. · Provide a pro-active Tracking & Tracing service, including manual Tracing, in order to promptly identify potential delays or service errors, recommending and implementing the appropriate actions to resolve problems to the customer’s satisfaction. · Liase directly and in a timely manner with Project Manager to advise them of issues or delays along with planned corrective action, so as to maintain a two-way communication flow and minimise customer dissatisfaction. · Manage through to conclusion all "claims” ensuing from the client organisation, utilising the skills and expertise of DHL’s Customer Care department and regularly updating the customer of progress. · Facilitate general enquires, such as special packaging requests, in conjunction with the appropriate DHL function and where legitimate obstacles are identified, research and recommend alternative service solutions. · Develop knowledge of complex custom clearance procedures, specifically in relation to the Clinical Trials area. · Provide daily updates on service performance to the client organisation, so as to ensure all relevant parties possess the necessary information to perform their functions. · Complete daily and monthly reporting templates, on for example "Courier spend by cost centre”, in order to identify and maximise the business benefits of areas for cost-saving initiatives and opportunities. · Facilitate third party or inbound movement requests in order to support the client organisation in all aspects of the service network provided by DHL. · Train and educate client organisation, or designated contractor staff in DHL processes and Easyship and, only in instances where internal users are under-resourced, provide additional assistance with the processing of shipments. · Co-ordinate the client invoicing process, check and undertake reconciliation of DHL invoices prior to obtaining customer sign-off in order to facilitate cost centre allocation. · As directed by Customer Process Manager or On Site Operations Manager and client, undertake other ad hoc tasks, reports and analyses, and maintain awareness of other, developing DHL systems and general technology in order to maximise business benefits for DHL and add value to the service provided to the customer. · From time to time maybe required to work additional hours in order to fulfil the duties/obligations outlined above. Any additional hours worked is to be in accordance with DHL's contract of employment with On-Site operator i.e. adequate notice, pre-agreed O/T or Leu time etc. SKILLS & EXPERIENCE:
Able to negotiate and stick to agreed deadlines with the customer Articulate and able to communicate at all levels both internally & externally Good analytical skills and interpretation of data Experience in training other staff in processes or practices Proven commercial and business acumen Good knowledge of DHL systems and tracking procedures Networking skills
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DHL Express UK
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