YOU TACKLE FOR QUALITY AND GREAT SERVICE. THIS WILL IMPROVE THE LIFE OF OUR CUSTOMERS.
Would you like to become part of the world's most international company?
A company that pioneered cross-border express delivery in 1969 and is now active in more than 220 countries and territories worldwide. Do you want to be part of a company that connects people worldwide? And the more people we connect, the better life will be on our planet.
Do you want to make a difference? Then come to our "Insanely Customer Centric" Team and become a Certified International Specialist!
YOUR TASKS
Role Purpose:
| • Supervise customs clearance done by DHL appointed brokers and ensure the daily operation, development and compliance of the vendor. | ||||||||||
| • Ensure the service standard of clearance process to set the benchmark in the industry and to meet customers' expectations. | ||||||||||
| • Lead the customs query handling team and to provide ensure service of DHL standard through CQ hotlines. |
Main Accountabilities:
| • Supervise the operational process of DHL appointed customs clearance brokers. | ||||||||
| • Develop and train the resources of vendor as required to match DHL expected standards. | ||||||||
| • Ensure compliance of vendor through audits and taking mitigating actions if any issue is identified. | ||||||||
| • Monitor vendors' performance against SLA and take necessary measures as required. | ||||||||
| • Maintain and publish the daily clearance dashboard for view of own team as well as Country Management. | ||||||||
| • Confirmation of duty & commission bills submitted by vendors | ||||||||
| • Ensure to apply penalties as applicable before approving bills for not performing as per SLA. | ||||||||
| • Supervise the quality of Customs Query handling team, performance management and develop resources as required. | ||||||||
| • Supervise the quality Gateway Support team, performance management and develop resources as required. |
People Management:
| • Develop a culture of quality, service excellence (for internal customers), flexibility and cost consciousness | ||||||||
| • Identify training needs and career development opportunities to drive a high performance team | ||||||||
| • Develop KPIs with team members and monitor individual performance |
Functional Experience:
| • 3-5 years’ operations experience in a similar leadership role, preferably within transportation or logistics industry |
Educational Qualification:
Minimum Graduate