Job purpose
The courier leader will lead a team of couriers who deliver and collect shipments with the required documentation following high standards and ensuring customer satisfaction the main responsibility to cover for staff absence during annual leaves, sickness and training in addition to courier rout support during peak days and hours. As a trainer, the jobholder engages with the couriers on a regular basis, making him or her a vital liaison between the operations supervisor, the service center manager, and the couriers.
PRINCIPAL ACCOUNTABILITIES
·Cover and support all couriers runs and other staff for absence on account of training, planned 7 unplanned leave to ensure that service levels are met, and the station meets its KPIs
·Support and train new and existing couriers to ensure that they developed to their maximum individual and collective skills to be productive and efficient in their role.
·Plan and implement new work methods and new technology to OPS processes like restructuring of routes to ensure that they are understood by all couriers and implemented successfully in the station.
·Ensure that all deliveries and pickups are completed in a timely and professional manner as per DHL standards and time deadlines and ensure 100% accurate and timely data uploaded to the network.
·Ensure that all necessary paperwork for shipments associated with pickups and deliveries is fully completed to DHL standards before the shipment is sent to re-weight to ensure mission perfect shipment completed.
·Deputise effectively for the operations supervisor as required and ensure the smooth functioning and security of the station and that all performance indicators are met.
·Maintain and drive pro-active work practices to ensure teamwork, trunking performance is achieved which would practices such as loading and unloading trunks, sorting & security of shipment, security of facility and personnel,
·Promote DHL's professional image while maintaining a high degree of interaction and communication with both internal and external customers.
·Comply with the ground operation ISO procedures as outlined in the manual and safe working practices both within and outside the workplace.
·Adhere to work timings, policies and procedures of the company, housekeeping guidelines and ensure that self is well always groomed as per DHL dress code.
·Follow up with network regrading undeliverable shipments on hold due to service issues using DHL tools like GEMA, (Global Event Management Application)
·Proactive monitoring for shipments in transit through DHL Tracking tools AQCC (Advance QCC)
·Response to internal and external business emails using DHL Multi Chanel Tool (MCT)
·Sorting Inbound Material for delivery
·Handling export material process during day or night shifts per operation standards.
·Daily review and monitoring couriers real time KPI’s while on the road, delivery process, pick up process, identify areas of improvement and provide prompt solutions and conduct courier GEMBA Ride to identify root causes.
·Maintain Productivity and efficiency for all Couriers and local OPS operation activities.
NATURE AND SCOPE
a)Context
The jobholder is an important source of feedback to the service manager and operations supervisor on courier delivery cycle , issues on the delivery cycle, route management as he has hands on experience in covering all courier runs when staff are absent or in training.
b)Reporting Relationships
This role reports to the Operations Supervisor
c)Contacts
Internal
§Service centre managers.
§CS manager
§CS supervisors and Operations supervisors
§CS staff
§Dispatcher
§Sales
§Land Operations
§THP agents