About the Role
As an Airfreight Operations Specialist, you will work alongside approximately 170 colleagues across the UK to support the administration of processes and activities involved in delivering goods across the customer's global supply chain. This includes utilising air transportation, maximising profitability, and optimising business and human assets in line with business strategy and objectives.
Key Responsibilities of the Role
* Develop relationships with assigned customers
* Accept and process all orders from customers or overseas offices
* Create and confirm transport orders to ensure shipment pickup at origin
* Book shipments with carriers and issue HAWB instructions
* Perform checks on HAWB prior to acceptance and printing
* Complete all Export HMRC requirements
* Ensure compliance with security needs across different countries, including AMS/ACI
* Prepare, control, and distribute all required export documents in accordance with regulations and internal procedures
* Validate responses from counterparts and finalize document validation
* Proactively inform customers about shipment status, exceptions, and provide updates on incident resolution
* Provide spot quotations and close contracts
* Engage in up and cross-selling during inbound calls and pass leads to Sales
* Handle customer inquiries such as Track and Trace
* Address customer requests related to Go Green initiatives and inform the Country Go Green Head
* Review reports generated by the Performance Reporting & Exception Specialist and send to customers
* Register and resolve customer complaints directly or by assigning tasks
* Act as the first contact point for customer claims
* Participate in joint sales visits if necessary
* Comply with GCCS input guidelines, including root cause analysis and corrective actions
* Complete all financial inputs related to job files, including billing and invoicing
* Manage and control workflow daily
* Take ownership of account queries from customers and carriers and ensure resolution
* Respond promptly and professionally to customer inquiries
* Escalate issues when necessary
* Ensure all interactions comply with the DHL Code of Conduct and other compliance requirements
Your Profile - Skills and Attributes
* Contribute to the First Choice continuous improvement program
* Participate in weekly team briefing sessions
* Complete statutory and mandatory training
* Possess commercial awareness
* Communicate clearly and concisely, both written and spoken
* Follow established processes
* Support a culture of continuous improvement
* Exhibit interpersonal skills such as influencing, relationship management, cultural awareness, and teamwork
* Knowledge of freight forwarding industry and exports is desirable
* Experience with HMRC procedures is essential
* Minimum of two years’ experience in the freight forwarding industry
* Hold at least 5 GCSEs including Maths and English at Grade C or above, or equivalent
Benefits
* Competitive salary
* Generous holiday entitlement
* Participation in the Employee Incentive Bonus Scheme
* Pension scheme with life assurance
* Access to employee assistance and wellbeing programs
* Voluntary benefits such as retail discounts, gym memberships, cycle to work, and eye care contributions
* Enhanced maternity, paternity, and adoption pay
* Training and development with a focus on internal promotion
Hours/Shift Pattern: 37.5 hours, Monday to Friday
Reports To: Air Export Manager
Next Steps
If interested, please apply via our careers portal. Existing DHL employees should inform their manager of their application.
Note: Due to regulation by the Civil Aviation Authority (CAA), all new hires must provide a full 5-year employment history and undergo a criminal record check.
DHL is a leading global logistics brand, offering services from parcel delivery to supply chain management. We emphasize a culture of commitment, development, and diversity, aiming to create a respectful workplace that values talent from all backgrounds.
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