United Kingdom-Essex-Loughton | Full-time | Permanent | Mixed Shift

On-Site Operative at DHL Express
Location: Loughton, IG10 3UF
Shift Pattern: Mon – Fri Flexible shift pattern between 09:00 – 15:00 (4 hours per day)
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!
About DHL Express
DHL Express is the world’s leading express delivery service provider, delivering over 1.6 billion parcels per year to more than 220 countries and territories. We are part of Deutsche Post DHL Group, the world’s largest logistics company, with over 550,000 employees worldwide.
We are committed to providing our customers with the best possible service, quality and reliability. We are also committed to our employees, offering them a diverse and inclusive work environment, competitive pay and benefits, and opportunities for learning and development.
About the role
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

About you
To be successful in this role, you will need:

• Excellent communication skills
• Good planning and time management skills
• Communication skills within a matrix environment
• Strong influencing and negotiation skills
• Excellent understanding of logistics, DHL Express business, and warehousing
• Previous operational experience in a logistics environment
• Customer focused attitude
• Strong initiative (self-starter)
• Analytical skills

How to apply
If you are interested in this role, please apply online with your CV and cover letter by 22nd September 2023.
We look forward to hearing from you!
Privacy Notice
DHL International (UK) Ltd, act as a “Data Controller” and as per our responsibilities in line with the General Data Protection Regulations (GDPR) we take data protection very seriously and understand the importance of protecting your privacy and Personal Information. We collect and use your Personal Information in accordance with our Privacy Policy which will be supplied to you as part of our recruitment process.