Customer Solutions Agent - Cape Town at DHL

Key responsibilities

Quality

• 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.
• To ensure compliance with the In-house Standard Operating Procedure.
• To implement and maintain ISO and Global SOP standards at the in-house offices at all times.

OperationsOutbound

• To ensure that all shipments are collected within the agreed cut-off times.
• Collected shipments are processed according to the DHL network standards.
• Consultations of the Service Directory on all export shipments to ensure DHL network compliance.
• Relevant documentation for WPX shipments is identified, processed and attached to the shipment, and the necessary pre-alert process is completed per shipment/destination. This is to ensure all paperwork is provided to permit completion of all necessary customs formalities.
• Ensure that the necessary departments are notified of any VAS shipments, and the necessary pre-alert process is completed per shipment/destination.
• Relevant security checks are performed on 20% of outbound material for account holding customers, and the necessary checkpoints are captured, and security stickers are placed on the shipment.
• Monitor all DG shipments and enforce guidelines.

Administration

• Ensure adequate stock of operational supplies is always available.
• Monitor use of stock and act on abnormal consumption – ensure that stock given to customer is used for DHL shipments only.
• Ensure that AWBs are billed on the correct account numbers.
• Assist credit control with any account queries or discrepancies.
• Ensure that paperwork is filed and archived according to ISO procedures.
• MCT emails are to bemonitoreddaily and closed within the 4hr SLA Period
• GEMA is to be monitored and updated timeously to ensure Global KPI’s are met.
• Transit Reports are to be updated daily.
• HS Codes are to be inserted on the commercial invoice.
• Ensure correct shippers References are inserted i.e.. PO Numbers, Cost Centre numbers, Passport numbers etc.

Security

• Security checking shipments of a suspicious nature and following all security procedures.
• Ensure that network security and operations procedures, and any additional local requirements, are strictly adhered to in order to guarantee network and shipment integrity.
• Ensure that the correct procedures are followed when identifying a DG, (dangerous goods), shipment.
• Ensuring all cash shipments have security inspection scans.

Operations Performance and Reporting

• To ensure that all data is captured and generated according to operations business rules.
• All checkpoints captured must be transmitted within one hour according to the operations business rules.
• All data captured must be accurate and comply with network standards.
• Feedback on any identified operations performance issues must be sent to the correct departments and actions must be taken to reduce or stop the occurrence of these issues.
• Accurate and timely reporting on issues regarding performance levels, network standards and areas of improvement.
• Monitor key performance against network standards and take corrective action if performance falls below communicated targets.
• Liaise with IT and Services to make optimum use of IT systems available to control and improve productivity.
• Ensure input timeliness, monitor availability of shipment data and communicate shortfalls in performance to the In-house Operations Manager and Services.
• Monitor OPS performance for the In-house group against scorecard targets; and ensure that actions to reverse identified areas of under-performance are implemented.
• To provide the onsite operative with accurate operational data in line with the operations scorecard, and to work with the onsite operative to address issues highlighted by the data provided by the ZA Services department.
• To analyze these reports and to take corrective action on service and operational issues identified.
• To interpret and utilize the results and motivate and improve levels of performance within the onsite operation.

Minimum Requirements

Education & experience

• Matric
• Valid driver’s licence
• PC Literacy (Office suites)
• Security and ITC clearance
• DHL Experience / Knowledge of the DHL Network
• Systems knowledge (ECIS, GSD, SHERLOC, CSV, MYDHL+, Global Imaging, Gema, MCT)
• Customer Service Experience