Who is DHL Global Forwarding?
DHL Global Forwarding (DGF) is part of the DHL Group. While the DHL Group employs more than 580,000 people globally, DGF has around 31,000 freight forwarding experts in more than 190 countries around the world, with around 1,000 of us based in the UK across 15 Sites. As the experts in Freight Forwarding since 1815, we are the global specialists in Air, Ocean and Rail Freight.
You name it, we’ve shipped it - from brown bears to aircraft engines, to lifesaving medicines and luxury cars! We are also proud to partner with some of the well-known global sporting series, movie franchises and music tours.
Our people are at the heart of what we do, and we’re committed to helping our Forwarders to realise their full potential, supported by our own development journey - Certified International Forwarder
(CIF).
Our Values
Every day we are guided by our values: Passion, Entrepreneurship, Excellence and Teamwork.
We are extremely passionate about our people and what we do, which is why DHL Global Forwarding is recognised as a Top Employer and a Great Place to Work, because we are specialists in providing Excellence, Simply Delivered.
In addition to our values, we promote an open and honest feedback culture based on Respect & Results, whereby our employees embrace diversity, equity, inclusion and belonging, while ensuring that we never compromise our integrity and compliance.
Role Overview
As an Airfreight Import Operator you will work alongside around 170 colleagues based throughout the UK to support the administration of processes and activities to deliver goods across the customers global supply chain; utilising air transportation, maximizing profitability and optimizing business and human assets in line with business strategy and objectives.
Key Responsibilities:
- Develops relationship with allocated customers
- Accepts all orders (from customer or overseas office) and processes such.
- Creates and confirms necessary steps to ensure pickup of the shipment at origin.
- Completion of Customs Entries on arrival
- Tracking shipments and updating customers pro-actively
- Completes all Export/Import HMRC Requirements.
- Data entry on customers portal or internal systems
- Prepares, controls and distributes all required Import/Export documents to counterparts (carriers, consignee, supplier) complying with regulations and internal procedures.
- Checks responses from counterparts and finalizes validation of required documents.
- Proactively informs customer on shipment status, exceptions and provides intermediate updates on incident solution.
- Liason with airline handling agents
- Creation and management of ETSF records
- Takes and handles customer inquiries, e.g. Track and Trace.
- Takes customer requests with regard to Go Green topics and informs Country Go Green Head.
- Reviews reports (generated by the Performance Reporting & Exception Specialist) and sends them to the customer.
- Takes and registers all customer complaints and drives solution of customer complaints by solving it directly or assigning tasks to other function.
- Acts as first contact point for customer claims
- Participates in joint Sales visits if necessary.
- Fully complies with GCCS input guidelines with root cause input and corrective action closure.
- Completes all financial input relating to job files (billing/cost provisions/printing of billing, invoice to customers and posting/distribution of same with required back up).
- Manages and controls Workflow on daily basis.
- Take ownership of all account queries both customer and carrier and their conclusion.
- Ensure that all customer enquiries are responded to promptly and professionally.
- Escalates issues if required.
- Ensures that all interactions are compliant with DPDHL Code of Conduct and other compliance requirements e.g. anti-corruption
- Contribute to the First Choice continuous improvement program
Skills and Experience:
- Commercial awareness essential.
- Clear and concise communication skills (written and spoken)
- Ability to follow processes
- Ability to support a culture of continuous improvement
- Inter-personal skills - Influencing, communication, relationship management, cultural awareness and ability to work across teams
- Knowledge of Freight Forwarding industry: imports, exports and related processes is desirable
- Experience of HMRC procedures essential.
- Two or more years’ experience within the Freight Forwarding Industry.
- 5 GCSEs including Maths and English at Grade C or above – or equivalent desirable
Benefits:
- A competitive salary
- Generous holiday entitlement
- Pension scheme which includes life assurance
- Access to professional employee assistance and wellbeing programme
- A competitive package of voluntary benefits including retail, entertainment, gym membership, cycle to work scheme, contribution to eye care costs, and many more discounts
- Training and Development opportunities with a strong focus on internal promotion
HOURS/SHIFT PATTERN: 37.5 hours Mon-Fri
REPORTS TO: Air Import Manager
Please note: Due to the nature of our business we are regulated by the CAA (Civil Aviation Authority), therefore it is compulsory for all applicants once offered employment to provide a full 5 year employment history. Additional to this we are required to carry out a Criminal Record Check.
What’s Next?
If you would like to be considered for this position, then please apply via our careers website with a copy of your CV outlining your experience to date and suitability for the role.
DHL is the leading global brand in the logistics industry. Our DHL divisions offer an unrivalled portfolio of logistics services ranging from national and international parcel delivery, e-commerce shipping and fulfillment solutions, international express, road, air and ocean transport to industrial supply chain management. DHL connects people and businesses securely and reliably, enabling global sustainable trade flows.
Our culture is focused on personal commitment – to our customers, to each other, to our communities and to the environment. We reward excellent work and we nurture the talents of our employees. This enables you as an employee to develop your expertise and your career in different areas or divisions – and even in other countries.
We are committed to creating a workplace that ensures mutual respect and is focused on results. We hire talented people from all backgrounds – irrespective of gender, disability, nationality, ethnicity, social background, religion and beliefs, age or sexual orientation and identity. Diversity enriches our workplace, drives our success, and helps us deliver excellence.
