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CUSTOMS CLEARANCE SUPERVISOR, RCS GRADE – M

Reporting to Operations Manager Location – Dar es Salaam, Tanzania

IT’S NOT JUST AN OPPORTUNITY TO GET ON THE CAREER LADDER.

IT’S AN OPPORTUNITY TO HELP THE WORLD GET ON TOGETHER

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 Why do people call us the world’s most international company? Is it because we operate in more than any other logistics provider? Is it because we in­vented cross border shipping over 45 years ago? Or is it, perhaps, because what we do connects people across the world. And the more we can connect people, the better life on earth becomes.

We love our role in the world. And we’re looking for the right people to help us maintain – and grow it. People like you.

DHL provides a wide range of career opportunities at different levels all over the world. As an employee you will have the possibility to develop yourself personally and professionally through successful teamwork.

Together we build a company we can truly be proud.

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 CONNECTING PEOPLE. IMPROVING LIVES.

Role Context

To Supervise (a) the inbound clearance process and (b) the export process within established standards for processing and transit time. Developing strong relationships with the customs authorities with a view to improving clearance capabilities and efficiencies. Manage deployment of customs re­lated applications.

Key Responsibilities

  • Organise appropriate shifts and manning levels to meet business re­quirements.
  • Monitor inbound and outbound shipment processing and ensure clear­ance is smooth and rapid.
  • Control the ISEs and Declarants to ensure proper assessments, lodge­ment, and billing and recovery of duty and taxes for all shipments be­fore they leave DHL facility.
  • Liaise with customers where paperwork and authorities are required from them to expedite clearance of their shipments.
  • Identify the cost saving/efficiency opportunities.
  • Deploy applications as per Customs standards.
  • Supervise the responsibilities for all Customs clearance services.
  • Ensure the levels of pre-clearance/pre-release of shipments is maxi­mised
  • Ensure timely payment and recording of customs duties / taxes.
  • Ensure customer databases are developed and updated
  • Responsible for work processes that affect the success of own role and contribute to the overall performance of the department.
  • Execute proper decisions during processing and clearance of shipments to ensure smooth flow of operation within Gateway facility.
  • Timely report issues to be raised to the higher level to get the appro­priate support.
  • Refer complex and unusual problems to manager.
  • Comply with all company policies and procedures, including those in relation to health, safety, environment and community.
  • Coordinate regular contact with customers in relation to held shipments.
  • Manage consignees in clearance of sensitive or restricted shipments.
  • Support the manager with the practical experience and knowledge in daily activities.
  • Liaise with customs officials on specific duties payable and problem shipments.
  • Comply with the regulatory policy and rules.
  • Follows up on all customer enquires and provides quality feedback to customer service on service incidents when need arises.
  • On an ongoing basis, seek out and implement opportunities for continu­ous improvement within the operation domain.

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 Minimum Requirements Education & experience

  • 4+ or more years of experience in related area of responsibility.
  • Subject matter expert in service, operations, or support area of respon­sibility.
  • Comprehensive knowledge in technical or specialty area.
  • Takes the lead in effectively applying new processes and skills in ac­complishing tasks and teach them to others.
  • Diploma in Procurement & Supply, Customs or Logistics & Transporta­tion from recognized education institution.
  • TRA Customs Clearance Certificate is an added advantage.

Knowledge and Skills

  • Demonstrate good understanding of Customs Clearance & Brokage processes.
  • Good communication skills, both oral and written in English and Swahili.
  • Team work.

Behavioural competencies

  • Honesty
  • Integrity
  • Accountable

HOW TO APPLY

Should you meet the requirements for this job, kindly forward a compre­hensive CV and Motivation Letter to christopher.mboje@dhl.co.tz on or before 30 November 2020.

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 If you are not contacted by DHL within fourteen (14) days after the closing date, you should consider your application as unsuccessful. Late applications will not be considered. Short listed candidates may be subjected to any of the following: a security clearance; a competency assessment; a physical capabil­ity assessment and reference checking.

DHL is an Equal Opportunity Employer and is committed to environmental, health and safety management.

We are looking forward to your application.

The deadline for submitting the application is 01 December 2020

*******************

 Head of Customer Service

Deutsche Post

Dar es Salaam, Dar es Salaam, Tanzania

IT’S NOT JUST AN OPPORTUNITY TO GET ON THE CAREER LADDER.

Recommended:
Free CV Writing and Download, Cover/Job Application Letters, Interview Questions and It's Best Answers plus Examples. Click Here

 IT’S AN OPPORTUNITY TO HELP THE WORLD GET ON TOGETHER

Why do people call us the world’s most international company? Is it because we operate in more countries than any other logistics provider? Is it because we invented cross border shipping over 45 years ago? Or is it, perhaps, because what we do connects people across the world. And the more we can connect people, the better life on earth becomes.

We love our role in the world. And we’re looking for the right people to help us maintain – and grow it. People like you.

Role Context

To design, develop and execute customer service initiatives and strategies that will ensure service excellence and delivery of best-in-class service to DHL customers.

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 Key responsibilities

Country Customer Service Management Function

  • Provide direction for initiatives targeted towards : improving customer service satisfaction, maximizing revenue generating opportunities, restoring customer confidence during service recovery incidents, developing plans for encouraging the use of eCom tools and devise plans to enhance customer loyalty
  • Drive achievement of all KPI targets through effective management of the Customer Service function in the country.

Senior Management Team  

  • Function as the key contact point for customer escalation issues, for serious shipment related incidents and follow up on issues assigned by the country General Manager

Strategic Planning with:

  • Customer Care / Key Accounts / Contact Centre/ Customer Service Development
  • Manage contact centre operations efficiently and effectively in order to meet customer’s expectations proactively via phone, mail, fax, email or website whilst adhering to stipulated service level agreements.
  • Deploy creative service recovery initiatives to restore confidence in the event of service failure at the customer care and trace management sections.
  • Collaborate with the Sales / Key Account department for driving up customer loyalty from the country’s top accounts through the provision of personal, dedicated, proactive and customized solutions to encourage customer loyalty and improve business volume and profitability
  • Work with the Customer Service Department to ensure all Customer Service staff is knowledgeable, competent and skilled to consistently deliver best-in-class customer service and that Customer Service systems adequately support the needs of staff to execute their roles as well as the needs for performance and management reporting.

Regional Office & Sub function Managers

  • Devise new projects, initiatives and standards with Regional office (where applicable) for the country Customer Service department through participation in workgroups and steering committees focused on revenue generation, programs enhancing eCom tools via automated modes and customer service programs focused on creating positive customer service experiences. 
  • Liaise with Area Office, Worldwide Network, OPS, IT, CPD etc for service development and enhancement to maintain our competitive edge
  • Work with HR manager to fulfil staff recruitment requirements, retention and development initiatives
  •  Co-ordinate legal cases arising from shipment related incidents and claims and liaise with assigned legal counsels where necessary
  • Develop strategies to meet DHL’s company business strategy and vision in the country and target market
  • Initiate continuous improvement to processes and systems in service provision and service recovery through frequent and scheduled audits and analysis of service incidents and complaints.
  • Plan the annual operational plan for the department on areas pertaining to the Management of the country CS department
  • Lead and drive customer satisfaction by providing best in class standards with a view towards establishing and maintaining a competitive advantage.
  • Ensuring the day to day operation of the Customer Service department is in compliance with the Centre of Excellence (COE) standards.
  • Continuously drive quality improvement with providing leadership in addressing customer feedback received through various means e.g NPA, PCIS, Customer Interaction Study and other forms. 

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 Maximising Revenue Generating Opportunities

  • Identify and promote areas with potential for revenue generation to cross-sell, upsell services including value added services (e.g SII, TDX and the use of eCom tools)

Standardisation and Consistency of Practices

  • Motivating and retaining the best of customer service talents within DHL to enhance customer service experiences for customers and develop staff to the maximum potential.

Technological Advancements

  • Reduce the cost of doing business by leveraging technology, redefining or eliminating manual and redundant business processes.
  • Develop a high performance service culture within the Customer Service Department.