On Site Operative

at  DHL

ON-SITE OPERATIVE AT DHL EXPRESS

Location:Cambridge, CB22 4FZ
Shift Pattern:Monday – Friday 08:00 – 17:00
Are you looking for a challenging and rewarding role in logistics? Do you have excellent communication, planning and problem-solving skills? Do you want to work for a global leader in express delivery services?
If yes, then we have an exciting opportunity for you!

As an On-Site Operative for DHL Express, you will be the face of our company at one of our key customer sites. You will be responsible for maintaining, developing, and enhancing customer satisfaction and loyalty by ensuring the provision of quality service in support of the customer’s requirements.
You will also raise the profile of DHL within the customer-company, maximising all business opportunities and adding value to the business partnership and relationship.

Your main duties and responsibilities will include:

• Providing logistics expertise and overseeing the customer experience, representing DHL within designated responsibility
• Processing all outbound and inbound paperwork requirements to ensure that published transit times are achieved
• Providing proactive customer service functionality either via DHL IT platform or direct customer contact
• Ensuring compliance for all specialist shipping requirements, such as dangerous goods
• Facilitating general enquiries, such as special packaging requests, in conjunction with the appropriate DHL function and where legitimate obstacles are identified, researching and recommending alternative service solutions
• Scanning and recording each waybill or package identification number utilising DHL technology to reconcile or record received shipments versus manifested data
• Facilitating third party or inbound movement requests in order to support the client organisation in all aspects of the service network provided by DHL
• Ensuring development of procedures, work methods and manuals as user friendly as possible and up to date with all information relevant within the On Site User Manual
• As directed by Line Manager or Head of Customer Process, undertaking other ad hoc tasks, reports and analyses, and maintaining awareness of other, developing DHL systems and general technology in order to maximise business benefits for DHL/customer, adding value to the service provided to the customer
• Monitoring the previous day’s shipments in order to provide delivery information and communicating to relevant internal/external customer in a timely manner should issues require escalation
• Liaising directly and in a timely manner with internal/external customer 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
• Attending periodic meetings with the client organisation to review performance and ad hoc meetings with client organisation users in order to manage special requirements
• Providing daily updates on service performance to the client organisation, so as to ensure all relevant parties possess the necessary information to perform their functions, such as natural disasters which may impact transit times
• Providing updates to local SVC Operations Management Team of additional ad hoc collection requests and ensuring supplies are maintained or ordered in an appropriate timeline, making suggestions for improvement to service received if collection times or supply requests are not adhered to
• Communicating requirement for commercial changes or new business requirements to Account Management team
• Communicating and delegating issue resolution to relevant business function (billing, operations, commercial, IT etc.) Following up issues with relevant department to ensure resolution