Operations, Air Import

Job Req Number:  87173
Time Type: Full Time

The Operations Executive- Import role provides critical support to the Management and handling of day-to-day operationalrequirements of import shipments is carried out effectively and efficiently. As an Operations Executive, you are able to work withdirection given, raise concerns and adhere to all deadlines provided. The person should have strong customer service andcommunication skills and take ownership of issues while providing resolution to clients.

Detailed Responsibilities:

• Receive and send pre-alerts, routing orders, bookings from customers, network and sales.
• One point of contact for sales and strategic customers.
• Pre-alert at least 24 hrs. Prior to shipment arrival.
• Monitor ATA/ETA with airlines/handling agents/DNATA and ensure freight has arrived as per schedule and update customers.
• Customer emails should be responded maximum within 1 hour.
• All emails must be acknowledged.
• Coordinate with clients regarding freight clearance instruction, type of Bill of Entry and ensure correct documentation for customsclearance as a customer service specialist.
• Coordinate with the origin station/Customer support for any discrepancy on shipping documents.
• Ensure import arrival notices are dispatched to clients on time immediately upon arrival.
• Schedule meetings with customers regularly to build a healthy relationship.
• Coordinate with DCV team to ensure that the cargo is delivered to the customer.
• Follow up with the customers/ network for the original documents where ever required.
• Inform customer of shipment status regularly.
• Coordinate with clearance team/DCV team for collection of delivery order from Airlines/Dnata/EK.
• Ensure complete documents (as per requirements) are handed over for customs clearance.
• As a customer service specialist, track customer behavior in terms of business and support.
• Ensure that all job files are maintained as per the assigned customers.
• Relay information to origin offices if shipment not cleared within 2 days especially for prepaid shipments and local customers incase of collect.
• Coordinate with third parties, sales and finance to meet operational requirements.
• Resolve issues regarding cargo shortage/ damage/ claims and ensure to escalate these issues on timely manner. Issue pre- claimas the first step.
• Acknowledging Intercompany invoices on a daily basis.
• Ensure SOP’s are made available by strategic department and maintained within Air Dept.
• Maintain handover sheet during annual or emergency leave.
• Credit note approval process to be followed strictly.
• Duty approval process to be followed strictly.
• Customers without credit will be strictly under COD.
• Shipments to be strictly moved once all the information is available based on sales & Operations agreement.
• Maintains SOP and rates for all Strategic customers.
• Ensure adhere to DSV policies such as punctuality, security etc.

General
Develop and maintain a healthy relationship with internal and external customers.
Ensure timely and effective communication takes place within defined time limits.
Provide necessary information to internal staff.
Maintain a positive working relationship at all levels
Ensure KPI’s are met and reported monthly.

Invoicing
Ensure accurate invoicing is done on a timely, daily basis within 72 hours of shipment completion and all supporting documentsare attached with the invoices, as per the client requirements.
Ensure billing is 100% accurate
Ensure timely resolution of any discrepancy in invoicing.
Credit note to be strictly avoided, an approval should be obtained from the operations manager prior to issuing any credit note.
Ensure invoicing delay is communicated with Data Quality and ensure operations manager is aware of any discrepancy.

Qualifications & Characteristics:
• Minimum of 4 year’s experience of working in a customer service role in freight forwarding industry.
• A Bachelor’s degree.
• Customer service oriented and result driven.
• Good communication, influencing and organisation skills.
• Must be able to take ownership of problems and provide solutions to clients in a timely manner.
• Ability to handle customer complaints effectively and professionally within a timely manner
• Excellent team player and support team as and when required.
• Ability to define requirements, analyse facts, and determine relevant solutions/actions to be taken.
• Ability to meet deadlines and work under pressure.

DSV – Global transport and logistics

DSV is a dynamic workplace that fosters inclusivity and diversity. We conduct our business with integrity, respecting different cultures and the dignity and rights of individuals. When you join DSV, you are working for one of the very best performing companies in the transport and logistics industry. You’ll join a talented team of approximately 75,000 employees in over 80 countries, working passionately to deliver great customer experiences and high-quality services.

DSV aspires to lead the way towards a more sustainable future for our industry and are committed to trading on nature’s terms.

We promote collaboration and transparency and strive to attract, motivate and retain talented people in a culture of respect. If you are driven, talented and wish to be part of a progressive and versatile organisation, we’ll support you and your need to achieve your potential and forward your career.

Visit dsv.com and follow us on LinkedIn, Facebook and Twitter.