Air Freight Operations Account Manager
DHL
- Cork
- Permanent
- Full-time
- 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.
- 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.
- Extensive knowledge of AFR Export Operations
- Logistics related qualification desirable
- Good MS Office skills
- Strong administrative skills
- Results driven with excellent attention to detail
- DG certification an advantage
- Envirotainer training an advantage
- 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.
- 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.