DHL
Customer Service & Support
Nairobi Full Time
Shipping & Logistics
KSh Confidential
Job Summary
Responsible to supervise the Operations SVC shifts to ensure that the inbound or outbound material is delivered or collected and processed according to network standards.
Minimum Qualification:Bachelor
Experience Level:Mid level
Experience Length:2 years
Job Description/Requirements
IT’S NOT JUST AN OPPORTUNITY TO GET ON THE CAREER LADDER.
IT’S AN OPPORTUNITY TO HELP THE WORLD GET ON TOGETHER
Why do people call us the world’s most international company? Is it because we operate in more countries than any other logistics provider? Is it because we invented cross border shipping over 45 years ago? Or is it, perhaps, because what we do connects people across the world. And the more we can connect people, the better life on earth becomes.
We love our role in the world. And we’re looking for the right people to help us maintain – and grow it. People like you.
Role Context
Responsible to supervise the Operations SVC shifts to ensure that the inbound or outbound material is delivered or collected and processed according to network standards. Also ensure that the GIMS and Global SOP procedures are followed consistently. Manage the station in the absence of the Operations Manager from time to time.
Key responsibilities
Responsible road operations from the stations to gateway and vice versa
Ensure that all schedules are adhered to in accordance with network and station requirements and continuously monitored
Ensure that NMIV is updated within 15 minutes on arrival or departure
To develop contingency plans for existing and future routes to ensure that in case of emergency a minimum level of service can be provided
Ensure key risks are identified, communicated, understood, evaluated, prioritises and acted upon
Ensure that any risks are communicated to management and security
This process must be ongoing, thorough and highly visible to key stakeholders
Deliver outstanding leadership and motivation through:
Appraisals
One on One’s
Coaching
Manage inbound and outbound, domestic and international sorting and bagging, ensuring these processes are executed safely, timely, accurately and in conformance with civil aviation, safety, airport and internal DHL security regulations
Ensure that no prohibited or restricted goods are presented for transport without prior arrangement and authorisation
Ensure all necessary paperwork and information is accurately provided
Ensure that all bags / containers presented are sound for transport and clearly and correctly identified / labelled
Ensure that handling unit ID and checkpoint information is created / captured accurately and timely, and is made available to the network
Ensure that all inbound shipments are scanned according to the checkpoint business reference guide and processed accurately and timeously
Supervise the sorting into the correct courier routes, and scanning of facility checkpoints
Scan any Missorts immediately and prepare and process for soonest possible transfer back to the Gateway
Update NMIV within 15 minutes on arrival and departure of Trunker movement
Check all on hold cages (COD & AD) to ensure any shipments that should go out on next delivery cycle are sorted to the various routes. Ensure that shipments are scanned out of HIC where necessary
Try to resolve any Bad Address shipments before the couriers leave for the next delivery cycle to ensure the best RDD performance
Ensure that any “red dollar” sign shipments are scanned HP and then into the appropriate HIC inventory location
Ensure that any shipments that do not go out on delivery receive the appropriate Incident checkpoint (HP, BA, AD, OH – missing pieces)
Monitor delivery performance by ensuring that all couriers leave on time and constant checking of route performance through appropriate DHL systems
Ensure that checks are done when the couriers return to confirm that all collections were made by using appropriate Debrief program/system
Responsible for arranging for all shipments received by reception to be processed
Oversee the outbound processing procedures and assist where necessary
Ensure that all On Route Undeliverables (ORU’s) are scanned into HIC or get CI checkpoint if it will go out on delivery the next day
Ensure that security and dangerous goods checks are properly carried out and holding back any shipments that do not conform to requirements
Ensure that any Denied Parties flagged shipments are placed On Hold and receive the appropriate checkpoint
Ensure that all High Value & DA65 shipments are segregated and labelled according to specific requirements. Such shipments are to be pre-alerted to the Gateway Management and must receive an ST checkpoint with relevant comment
Process all outbound material, meeting the relevant cut off times as agreed with the Gateway
Check if all outbound shipments have received the appropriate checkpoints (RW, PL, IA, CI or ST)
Process all material as per the Global SOP standards
Check appropriate reports using DHL systems (Advance QCC, eCase)
Responsible to liaise with the Security and Risk manager to ensure a secure environment for staff, visitors, shipments, customers, assets, facilities and information
Ensure that all staff are using their own LDAP login and alarm system codes
Ensure that any security incidents are reported to management and security manager immediately
Ensure that all staff and people entering the station have valid DHL ID cards displayed and visitors are accompanied by security
Manage the accurate and timely capture of information (primarily shipment and checkpoint information and images) and make available to the network, customs, and other entities with information as required
Ensure Operations Performance is immediately advised of all and any pertinent information where service is impacted
Ensure key performance indicators, targets, progress against targets are consistently visible to the business unit and the wider business
Provide weekly feedback on Operation KPI’s and provide action plans to improve
Manage productivity through managing SPORH ensuring an optimum and cost effective operations
Manage performance using the operations scorecard, other KPI and work in conjunction with the Operations Performance team and other operations units to drive performance
Managing eCases and monitoring Advance QCC and providing feedback to the QCC team on any “red” shipments
Responsible 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
Responsible to implement Global Integrated Management System (GIMS) – ISO and Global SOP standards and procedures at all times
Conduct Self-Audits
Update any GRID items where non-compliance has been identified and ensure that the gaps remain closed
Responsible to follow Global SOP at all times
Assist management with daily tasks as required on Ad-Hoc basis
Manage stationary stock levels and ensure that it is issued to couriers as per their requirements
Ensure vehicles and couriers are always representing the DHL Brand
Check noticeboards to ensure they are updated and neat and tidy
Ensure the Health & Safety policies and procedures are adhered to as prescribed by the OSHACT
Report any broken/faulty equipment and any building maintenance requirements to management immediately
Minimum Requirements
Education & Experience
Matric / Equivalent
Valid driver’s licence (code 8) – 2 years
PC Literacy (MS Office)
Excellent Written & Verbal Communication skills
CIM 1 advantageous
CIM Supervisory advantageous
Valid Cat 6 Dangerous Goods certificate
Good knowledge of DHL Operations systems
Minimum 1 year DHL Team leader & Operations experience
Proven track record of managing risk
Proven track record of driving performance through performance management frameworks
Proven track record of serving internal and external customers & managing teams
Excellent Written & Verbal Communication skills
Operational Knowledge of Operations Scorecard and Global SOP
Good working knowledge of OHASA & Global SOP
We are looking forward to your application.