DHL

Position: OFR Specialist

Job Time: Full-Time

Job Type: Permanent

Place of Work: Addis Ababa, Ethiopia

Posted date: 5 days ago

Application Deadline: Dec, 30/2021 (3 days left)

Deutsche Post DHL (DPDHL) is the logistics provider of the world, with over 520,000 employees in more than 220 countries and territories. However, we don’t just move goods, we have a very clear purpose: Connecting People. Improving Lives. 

As an employer, we provide challenges and opportunities for personal and professional development. We recognize the different people bring to our business and together we share in the pride of building one of the world leaders in logistics and supply chain. 

DHL Global Forwarding, Freight (DGFF) is the Group's air, ocean, and road freight specialist, we offer standardized transport as well as highly specialized end-to-end solutions to customers in a wide range of industries globally.

Currently, we are looking for an ambitious and energetic OFR Specialist to help us expand our clientele and to develop relationships with suppliers and others partners in DHL Global Forwarding – Ethiopia.

If this sounds like something you would like to do, please read on.

Your task will be:

• Processes handles and distributes all required documents in the receiving areas
• Performs booking and booking optimization according to internal guidelines as defined by Product
• Performs pickup/delivery arrangement
• Ensures customer requirements are met and takes corrective actions in case of deviations from customer requirements
• Ensures documents are completed and updated in a timely and efficient manner and according to regulations and internal procedures
• Acts as key contact for allocated customers, informing on shipment and exception status
• Coordinates with all stakeholders and content experts to achieve seamless implementation
• Ensures the cycle of job from receiving the order to delivery and billing is within Customer expectation
• Handles solves or assigns customer complaints with the aim of meeting guided resolution KPIs
• Follows up with Sales and Pricing on customer request on spot quotations and performs up- and cross-selling on inbound customer calls
• Receive/transmit shipment pre-alerts
• Coordinate opening of files; manual and electronic
• Creates/confirms transport order to ensure delivery of the shipment to the final customer
• Performs booking and booking optimization according to internal guidelines as defined by
• Product
• Prepares, controls and distributes all required Import/export documents to counterparts (carrier, consignee, supplier, etc.) complying with regulations and internal procedures
• Checks responses from counterparts and finalizes validation of required documents
• Follows-up shipment status in the Export/Import area; identifies incidents and ensures resolution of incidents
• Supports Customer Service in the incident and exception management resolution
• Maintains excellent relationships with suppliers
• Is responsible for identifying performance issues of suppliers, and proposes solutions to improve/correct performance
• Performs IT systems related tasks to provide up to date information on shipment
• Interacts with Sales and Finance
• Develops relationships with allocated customers
• Participates in joint Sales visits when necessary
• Proactively informs the customer on the shipment status, exceptions, and provides intermediate updates on an incident solution
• Supports Customer Implementation by following up on spot quotations and contract closure as may be required
• Takes and handles customer inquiries e.g. Track and Trace
• Takes and registers all customer complaints
• Ensures the cycle of job is within Customer expectation
• Drives solution of customer complaints by solving it directly or assigning tasks to other function
• Takes and processes customer feedback (e.g. follow-up on complaint handling)
• Collaborates closely with other departments for smooth handling of shipments and continuous updates
• Escalates issues if required

Stakeholder & communication

• Build and manage relationships with both internal and external service providers to ensure efficiency in Customer expectation
• Monitor and evaluate  performance based on agreed requirements and initiate/support improvement actions when the process falls short of the required performance
• Act as the first point of contact for the customer relating to site operation matters and build a good relationship to develop trust and ensure strong engagement

Continuous Improvement

• Support continuous  improvement through complaint management via GCCS and Performance Dialogues

Your profile should look like this:

• Minimum of 3-5 years experience in many areas of OFR  operations and pricing
• Good knowledge of the Ocean Freight and Forwarding Industry
• Ability to identify and meet customer needs in a pleasant and friendly manner
• Good knowledge of ocean freight product pricing
• Excellent communication and interpersonal skills
• Commercial attitude and Ability to prioritize tasks
• Good analytical and administrative skills
• Knowledge of the industry and stakeholders - shipping lines, CFS, transporters
• Good organizational skills to manage different Customer requirements and deadlines
• Deep knowledge of OFR forwarding business
• Strong analytical skills and good communication skills
• Commercial experience/capabilities

We offer:

• International and strong brand support with clear processes
• Flexible working hours  with the possibility of occasionally working from home upon agreement
• Possible further career development supported global internal training plan
• International company environment

How to Apply

CLICK HERE

Note: DHL Global Forwarding is an equal opportunity employer. We evaluate qualified applicants without race, color religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. If this is something you would like to do, don’t hesitate and start your application.