Ocean Operations Specialist

Role title

Ocean Operations Specialist

Business unit

DHL Global Forwarding

Location

Cedar dr, Dublin

Scope of role

• Booking LCL and FCL shipments with shipping lines / agents / overseas offices
• Organising pickups and deliveries
• Ensures customer requirements are met & documents are completed in a timely & efficient manner
• Shipment tracking
• Customer complaint handling
• Resolving invoice queries

Reporting line

Ocean Operations Manager

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 role

Key accountabilities

Key Deliverables:

• Maintains excellent relationships with suppliers (internal/external), as appropriate.
• Responsible for compliance with CDZ regulations as part of Export / Import process.
• Management of accounts payable invoices.
• Ensure full compliance re: managing & achieving local & regional KPIs.
• Responsible for opening, invoicing, closing & filing all shipments in line with standard procedure.
• Manage customer specific billing & EDI invoicing processes.
• Manage 3rd party shipments / billings where appropriate.
• Advise Ocean Operations Manager / Product & Customer Service re: performance issues of suppliers & proposes solutions to improve/correct performance.

Customer Deliverables:

• Be familiar with & ensure all customer requirements are understood, documented, and implemented on a daily basis.

• Be the first point of contact with customer for any bookings, queries, quotations or concerns in relation to their shipments.

• Responsible for managing all door-to-door activities relating to all shipments booked by assigned customers.

• To ensure all exceptions are managed and communicated to the customer in a speedy and timely fashion.

• Work closely & collaboratively with all internal teams (transport, product, finance, GSC,) to ensure customer requirements are met and escalate where necessary.

• Work closely with all overseas teams to ensure all expectations are met and escalate where necessary.

• Work with assigned customers to be open, honest, and build long term, strong relationships.

• To ensure all written correspondence made with the customer reflects an excellent command of the English language.

• Setting high standards of service deliverables and communication for assigned customers.

• Have an in-depth knowledge of the different modes of transport and proactively offer service solutions to customer.

• Ensure all complaints raised by the customer are fully investigated, with root cause and corrective action documented on GCCS.

• Ensure all operational irregularities are document on GCCS.

• Listen to the customer and manage customer complaints in a calm and non-confrontational manner.

• 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

• Minimum 3 years Ocean Freight experience
• Strong analytical skills and good communication skills
• Ability to work under pressure
• Strong problem-solving mentality
• Demonstrates a positive attitude to change
• Generates enthusiasm and ideas for change within the team
• Seeks opportunities to improve existing routines or processes
• Appreciates the basic principles of cost and profit and financial performance analysis
• Develops effective relationships with employees, peers, and managers
• Communicates in an open and honest manner
• Treats others with respect, develops trust with ocean carriers and internal partners.

Expected qualifications

• Third level logistics degree desirable but not essential

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.