Air Freight Operations Account Manager

About DHL:

DHL is a global market leader in the logistics and transport industry. The DHL Global Forwarding division is an air, ocean and overland freight forwarder. We are present in more than 150 countries in more than 850 locations employing over 30,000 team members globally. Our mission is Excellence Simply Delivered which means that we make every effort to exceed our customers’ expectations offering superior logistics solutions enabling our customers to save time and money.

Air Operations Account Manager - DHL Global Forwarding (Ireland) Limited

Location : Cork

Scope of Role:

• Ensures customer requirements are met & documents are completed in a timely & efficient manner.
• Proactively communicates with customers.
• Acts as customer escalation point.
• Ensures compliance to regulatory requirements.
• Drives achievement of Customer Service & Operational KPIs
• Supports financial month end accuracy. Processes, handles and distributes all required documents in accordance with DGF operational procedures.
• Accountable for end-to-end job file ownership to include monitoring & commercial activities.

Days & Hours of Work: Mon - Fri: 09.00 – 17.30. Hours may be updated as deemed necessary to fulfill the requirements of the role.

Accountabilities Key Accountabilities

• Work with assigned customers to build long term, strong relationships.
• Work closely with all overseas teams to ensure all expectations are met and escalate where necessary.
• Responsible for opening, invoicing & closing files in line with standard operational procedures, customer operational procedures & overseas regulatory/customer requirements.
• Manage customer bookings.
• Prepares, controls, and distributes all required Export/Import documents to counterparts (carrier, consignee, supplier, etc.)
• Manage exception reporting & liaise directly with relevant departments.
• Capture performance issues through the raising of Operations Irregularities and work with the relevant department/supplier and proposes solutions to improve/correct performance.
• Ensure all written correspondence with the customer is made using professional, positive & respectful language (following the DGF email guidelines)
• Responsible for compliance with Customs regulations as part of Export / Import process
• Ensure full compliance re: managing & achieving local & regional KPIs.
• Ensure clean month end close out for your accounts & support your line manager in line with the DGF month end process.
• Supports line manager on cross training initiatives.
• Ensure training records are maintained & filed in correct location with all required supporting documentation.
• Maintains excellent relationships with suppliers (internal & external) as appropriate.
• Participate in the implementation of operational processes and perform work to the standards of Good Distribution Practice (GDP) for Life Science business, as required.
• Ensure operational compliance to all revenue and international trade legislative requirements, in addition to all DGF IE policies and procedures (H&S, Quality, Environmental, HR, Data Protection etc), and work in a manner that supports the Company environment programme.
• Ensure operational compliance to all revenue and international trade legislative requirements, in addition to all DGF IE policies and procedures (H&S, Quality, Environmental, HR, Data Protection etc), and work in a manner that supports the Company environment programme.

Skills / Qualifications

• Extensive knowledge of AFR Export Operations
• Logistics related qualification desirable

Expected Qualifications

• Good MS Office skills
• Strong administrative skills
• Results driven with excellent attention to detail
• DG certification an advantage
• Envirotainer training an advantage

Competencies

Relationships with others

• Communicates in an open and honest manner.
• Treats others with respect, develops trust and values diversity.
• Demonstrates sensitivity to diversity, ie culture, gender, age, religion, race disability.
• Develops effective relationships with employees, peers and managers.
• Confidence in dealing with all levels in the business over the telephone and also on a face to face basis.
• Ability to remain calm when dealing with difficult people.
• Good listening skills and ability to respond in a clear, respectful manner. Teamwork
• Commitment to fulfilling their role in a team.
• Supportive approach to other team members.
• Shares information, knowledge, ideas and experience freely with others.
• Commits to team decisions and contributes to building a team spirit.
• Works collaboratively with others to achieve team or business objectives. Customer Orientation
• Basis decisions on how his/her actions impact on customers and DHL.
• Builds and maintains effective relationships with customers, suppliers and other departments.
• Focuses on the needs of customer and seeks to meet and exceed expectations.
• Quickly and practically solves problems, seeking advice where necessary.
• Appreciates what customers want and continuously strives to meet customer expectations. Problem Solving
• Identifies issues, problems and opportunities.
• Gathers information and analyses cause and effect.
• Quickly and practically solves problems.
• Establishes effective work processes and measures.
• Creates awareness of the problem, solution and action taken. Commitment to Excel
• Achieves work targets and is willing to take on additional roles/responsibilities.
• Continuously reviews current processes.
• Seeks and is open to feedback from others.
• Always behaves in a manner consistent with DHL's values.
• Demonstrates a positive attitude to change.
• Flexible approach to work.
• Looks for opportunities in a changing situation.

Procedural Skills

• Ability to organize own workload across a range of responsibilities & meet deadlines.
• Ability to select appropriate procedures.
• Ability to follow procedures.
• Ability to meet procedural deadlines.
• Ability to improve an existing procedure.
• Ability to create a procedure. Attention to Detail
• Ability to work with lots of data to high level of accuracy.
• Ability to apply high attention to detail to written (text) documents.
• Ability to follow through on procedures and ensure completion.

The above statements are intended to describe the general nature and level of work performed by people assigned to this role. They are not intended to be construed as an exhaustive list of all job duties performed. The Company reserves the right to revise or amend duties at any time.