Road Freight Operations Graduate

Organisational Background Information

Role Title : Road Freight Operations Graduate

Business Unit : DHL Global Forwarding

Location

Cedar Drive, Dublin Airport Industrial Park, St. Margarets Co. Dublin

Scope of Role

• Accept bookings from customers and/or overseas depots
• Create Import & export orders for TBO and NTBO Customers and actively manage them from booking request to final delivery point
• Focus on strong customer communications and engagement
• Provide support to other Road Freight team members within the Road Freight department (TBO, NTBO, Procurement, BPO) as requested.

Reports to : Road Freight TBO Team Lead

Dotted Reporting line : Road Freight Operations Manager

Days & Hours of Work : 37.5 hours per week, spread over 5 working days.

Any changes to this requirement would be in line with Business needs. Extended hours required on Friday where it is necessary to support the Planning department.

Role Profiler Road Freight Operations Manager

Accountabilities

Key activities

• Key Accountabilities : Operational Accountabilities include but are not limited to:
• Act as the first point of contact with customers for any bookings, queries, quotations, or concerns in relation to their shipments.
• Shipment processing and management
• Manage Import / Export bookings from customers & overseas depots – create the orders in the road freight system
• Create the Pick-Up Cartage Trip / Handover in EVO / NDS/ PEV based on the type of order (TBO or NTBO)
• Ensure all customer SOP documents
• Flag any specific requirements/ cancelled shipments / timed deliveries etc
• Co-ordinate any customer requests for spot quotations / time deliveries etc
• Actively manage all shipment activities:
• Track and Trace all shipments, take ownership of any Complaint Investigations / ICE issues/ Customer queries and escalations.
• Ensure all exceptions are managed and communicated to the customer in a timely fashion.
• Ensure all complaints raised by the customer are fully investigated with comprehensive root cause and corrective action plans.
• Manage any customer invoice or operational queries
• Complete accruals and invoicing for all files – proactively manage any invoice queries, ensure all monthly finance reports are updated in line with month end process.
• Support the completion of any customer bulk invoice reports (as required)
• Manage the E2E BMW order process:
• g., Customer bookings and communications / AX4 system activities / EVO Manifest screen / EVO Order processing activities
• Proactively manage all operational KPI’s.
• Perform the daily checks to ensure compliance to KPI targets (e.g., EVO events, unbilled files, shipment processing, credit notes, tracking and tracing etc)
• For TBO review warehouse inventory list and actively manage shipment issues.
• Co-ordinate any necessary customs activities
• Manage any shipment claims with Risk Management as per claims process.
• g., send notification of intent to claim to DT or haulier.
• Plan and monitor all TBO line haul trailers (exports & Imports) to destination and from origin terminals as per the planning process to maximise capacity and GP.
• Co-ordinate arrival and departure of all trailers per the WI / SPT
• Manage Import & Export Scandinavian trailer movements in line with process to manage the trailer capacity in line with customer requirements and cost management.
• Provide support to other team members within the RFR team as requested.
• Escalate any issues / concerns to Team Lead/Manager as appropriate.
• Participates in the implementation of operational processes and performs work to the standards of GDP for LS and Pharma business as required.

For NTBO Specifically

• Organise the bookings / routings as per customer SOP’s (Standard Operating Procedure) & approved hauliers’ agreements.
• Align closely with Procurement / Supplier Management in relation to planning and procurement of services, particularly for new or ad-hoc shipments.
• Micromanage all trailer movements: perform proactive track and trace activities on every shipment including status updates, temperature tracking and reporting.
• Manage Koln Operations end to end in line with Operational procedures.
• For both TBO & NTBO work with Business Process Optimisation specialist to improve the departments digital footprint across all Road Freight Processes (MyDHLF, GSC, Automation)
• For both TBO & NTBO ensure operational compliance to all revenue and international trade legislative requirements, and all requirements under Data Protection Legislation in addition to all DGF IE policies and procedures (H&S, Quality, Environmental, HR, etc), and work in a manner that supports the Company environment programme
• For TBO & NTBO Participate in the implementation of operational processes and perform work to the standards of Good Distribution practice (GDP) for Life Science business, as required.

Competencies

Relationships with others

• Communicates in an open and honest manner.
• Treats others with respect, develops trust and values diversity.
• Demonstrates sensitivity to diversity, i.e., 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.
• Establishes acceptable levels of quality and quantity of work; reviews, recognises and supports achievement
• Encourages and motivates team members and work colleagues

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.
• Deep dives to identify root causes of issues
• Applies formal problem-solving techniques
• Evaluates risk
• Gathers information and analyses cause and effect.
• Quickly and practically solves problems.
• Establishes effective work processes and measures.
• Documents and communicates 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.
• Provides detailed advice to others
• Takes initiative to keep skills up to date

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. We are committed to equal opportunity and reject any forms of discrimination. The basis for employee selection at DHL Group is qualification, performance, skills and experience

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.