Tracing Advisor

(22009FF)
Saudi Arabia-Eastern Province-Dharan | Full-time | Permanent | Flexible
Working Times

Job Title* : * Tracing Advisor

Job Grade : N

Job Holder : Various

Location : Dhahran

Department : Customer Service

Reports To : Service Desk Supervisor

Advisor Signature:

(I have read and agree with the information provided in this Job Description
Form)

Manager Name:

Signature:

• KEY PURPOSE:

To serve SNAS/DHL Express customers making enquiries related to delayed,
missing, undelivered, misrouted, returned and damaged shipments by tracking
and tracing these shipments. Communicate with all relevant departments,
globally, to ensure that company standards are maintained.

• REPORTING RESPONSIBILITIES:

Nil

• KEY WORKING RELATIONSHIPS

CONTACT

FREQUENCY

REASON

a. Internal

Customer Services Director
Ad hoc

3rd Trace Request

Operations Supervisor/Dispatcher

Daily

Special Pick-up
Deliveries

Sales

Weekly

Sales leads - customer query. Re-invoice. Special TM visits.

CS Supervisor

Daily

Complaints, Traces

Duty Processor

Daily

Dutiable Shipments
Delivery Process
Refused Delivery Process
Customer Duty Inquiry

Gateway Supervisor / Advisors

Follow-up held shipments, Erroneous duty charges, Special clearances

SCO

Ad hoc

Missing/lost shipments

b. External

DHL network

Daily

Send traces

Customers

Daily

Make bookings. Trace Shipment, Sales Leads, Transfer Calls,
Follow-up Calls

Hubs

Daily

Movement of Shipments
Forwarding Instructions

Lost and Found Centers

Ad hoc

Track Lost Shipments

• DIMENSIONS: (Key Operating Accountabilities) - Based on Global KPI's & IKO (Individual key objectives)

Refer to Global KPIs
Apply COE Guidelines

• DECISION MAKING AUTHORITY:

Decisions

Recommendations

To send a trace dependent upon the information in the system, e.g. missing
scan date

To close a trace in the event the trace cannot be dealt with.

Telephone call to expedite the trace.

FOC shipments for damaged and re-constructed shipments - As per the
empowerment matrix

• PRINCIPAL ACCOUNTABILITIES:

OUTCOME
(The result/target)

MECHANISMS
(How will you achieve this)

Service Quality

Ensure all Back Line standards are adhered to and performance targets in sales
and service are met/exceeded.

Ensure all communications equipment is in working order.

Respond to track and trace requests within set time-frames.

Project a professional image to internal and external customers.

Company Relationships

Maintain a cohesive relationship with colleagues, ensuring timely advice is
available to all relevant departments.

Develop relationships throughout the SNAS/DHL Network

Service Development

Handle overflow calls from FL ACD

File Management

Ensure Trace Files are continually updated

To make sure all files updated

• MAJOR CHALLENGES

Handling angry customers
To influence process changes

• OTHER INFORMATION

Nil

• PERSON SPECIFICATION

‎10.1 Education

College Education or/ High School
* Experience

Preferable DHL experience in Customer service
Desirable ‎6 months Customer Service Advisor (Front Line) experience

• Personal Attributes

Patience
Customer Focused
English Language Skills
Arabic Language Skills desirable
Self Motivated

• COMPETENCIES

Following Procedures
Team Work
Communication
Working with Information analysis
Product Knowledge
Ability to manage difficult situation
Ability to time manage effectively
Ability to handle stress
Adaptability

Competency Segment "Business'

Analysis: Breaks down a problem, situation or process into this component
parts, separates the main issues from side - issues understand the nature of
parts and their relationship to one another. Seeks out and critically
evaluates both numerical and narrative information. Draw accurate conclusions.

Planning & Organizing: Sets clear and realistic goals and objective.
Establishes a course of action and a sequence of steps to ensure that
activities and objective are efficiently achieved. Is structured with good
personal organization, schedules time effectively and use efficient work
methods and tools.

Decision Making: Makes timely and appropriate choices based on accurate
analysis and experience. Uses sound judgment even in conditions of
uncertainty. Anticipates impact of decisions and plans how to manage risk

Result Orientation: Continually seeks to accomplish critical tasks with
measurable results. Overcomes obstacles and makes adjustment to achieve
results. Focuses self and others to achieve targets aligned with business
goals.

Competency segment 'Leadership'
Team Work: Works cooperatively with others to achieve target and
objectives. Accomplishes own tasks in support of team goals and actively offer
to help colleagues. Supports group decisions.

Competency segment 'Personal'
Accountability: Act responsibly. Can be counted on to keep commitments.
Complies with the intent of policies, procedures and agreement. Build others
'trust' in own professionalism, integrity, expertise and ability to get the
results.

Communication: Provides both verbal and written information in a timely,
clear and concise manner. Expresses ideas effectively, adjusting style, tools
and mode to the needs of others. Listens attentively, and summarizes or asks
question, when needed, to clarify information.

Self-Management: Remains calm, objective and controlled in responding to
urgent or demanding situations. Maintain effective performance under pressure.
Stays positive.

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