Job Description

Role title

Road freight: TBO Operations & Planning Specialist

Business unit

DHL Global Forwarding

Location

Cedar dr, Dublin

Scope of role

• Accept bookings from customers and/or overseas depots
• Create Import & export orders and actively manage them from booking request to final delivery point
• Focus on strong customer communications and engagement
• Provide support to other team members within the Road Freight department as requested, particularly the NTBO Team

Reporting line

Road Freight TBO Team Lead

Dotted reporting line

N/A

Direct reports

N/A

Working days and hours

Monday – Friday, 09:00 – 17:30, or such hours deemed necessary to fulfil the requirements of the roll.

Key accountabilities

• Act as the first point of contact with customer for any bookings, queries, quotations, or concerns in relation to their shipments.
• Shipment processing and management

Manage Import / Export bookings from customers & overseas depots – create the orders in the road freight system.

Create the Pick-Up Cartage Trip / Handover of completed file to Planning Team.

Communicate with transport as needed:

Flag any specific requirements/ cancelled shipments / timed deliveries etc

Co-ordinate any customer requests for spot quotations / time deliveries etc Actively manage all shipment activities:

Track and Trace / Complaint Investigations / ICE issues/ Customer queries and escalations.

Ensure all exceptions are managed and communicated to the customer in a timely fashion.

Ensure all complaints raised by the customer are fully investigated with comprehensive root cause and corrective action plans.

Manage any customer invoice or operational queries.

Complete accruals and invoicing for all files – proactively manage any invoice queries.

Support the issue of any customer bulk invoice reports (as required).

Manage the E2E BMW order process:

e.g., Customer bookings and communications / AX4 system activities / EVO Manifest screen / EVO

Order processing activities.

Proactively manage all operational KPI’s.

Perform the daily checks to ensure compliance to KPI targets (e.g., EVO events, unbilled files, shipment processing, credit notes, tracking and tracing etc).

Review warehouse inventory list and actively manage shipment issues.

Co-ordinate any necessary customs activities

Manage any shipment claims.

e.g., send notification of intent to claim to DT

Follow up with UK Claims as/when needed.

• Plan and monitor all TBO line haul trailers (exports & Imports) to destination and from origin terminals as per the planning process to maximise capacity and GP.
• Co-ordinate arrival and departure of all trailers per the WI
• Manage Import & Export Scandinavian trailer movements in line with process to manage the trailer capacity in line with customer requirements and cost management.
• Provide support to other team members within the RFR team as requested.
• Escalate any issues / concerns to Team Lead/Manager as appropriate.
• Ensure operational compliance to all revenue and international trade legislative requirements, and all requirements under Data Protection Legislation in addition to all DHL Global Forwarding Ireland policies and procedures (H&S, Quality, Environmental, HR, etc), and work in a manner that supports the Company environment programme.
• Participate in the implementation of operational processes and perform work to the standards of Good Distribution practice (GDP) for Life Science business, as required.

Competencies

Relationships with others

Communicates openly and honestly, treats others with respect, values diversity, builds trust, maintains effective relationships, stays calm with difficult individuals, and listens well.

Teamwork

Committed to fulfilling their role, supports team members, shares knowledge freely, contributes to team spirit, collaborates to achieve objectives, maintains quality and quantity of work, and motivates colleagues.

Customer orientation

Bases decisions on customer impact, builds and maintains effective relationships, focuses on customer needs, solves problems quickly, and strives to exceed customer expectations.

Problem solving

Identifies issues and opportunities, uses formal techniques to find root causes, evaluates risks, analyses causes and effects, solves problems quickly, establishes effective processes, and communicates solutions.

Commitment to excel

Achieves targets, takes on additional roles, reviews processes, seeks feedback, adheres to DHL's values, embraces change, is flexible, seeks opportunities, provides advice, and keeps skills updated.

Procedural skills

Organises workload, selects and follows appropriate procedures, meets deadlines, improves existing procedures, and creates new procedures.

Attention to detail

Works accurately with large amounts of data, applies high attention to detail in written documents, and ensures procedural completion.

Experience and qualifications

Expected experience

• 2 years experience in Logistics and Supply Chain

Expected qualifications

• Bachelor’s Degree preferred

The above statements are intended to describe the general nature and level of work performed by people assigned to this role. They are not intended to be construed as an exhaustive list of all job duties performed. The Company reserves the right to revise or amend duties at any time.

We are committed to equal opportunity and reject any forms of discrimination. The basis for employee selection at DHL Group is qualifications, performance, skills and experience.