Operations Coordinator – Customer Service

Danzas AEI Emirates L.L.C. is a joint venture between Al Tayer Group and
DHL Global Forwarding. It 's the market leader in Freight Forwarding and
Logistics in Dubai.

The brand name is taken from the original Danzas Company, now rebranded as DHL
Global Forwarding, which was established in ‎1815 by Louis Danzas. In the UAE,
Al Tayer Group started the logistics business in ‎1989, later rebranding as
Danzas AEI Emirates. The company has grown from strength to strength to become
the leading logistics provider in Dubai and the Northern Emirates.

With a workforce of ‎1,200 DHL Certified Logistics and Freight Forwarding
experts, Danzas puts its people front and center of everything, to ensure it
attracts, develops and retains the best team, executes the best operations,
delivers the best customer experience, and creates the best results for all
its customers and partners. It offers leading transportation solutions by Air,
Ocean, and Road. Danzas is the market leader in Customs Brokerage and has won
awards for smart freezone and clearance services. With warehouse capacity
exceeding ‎240,000 m2, no customer is too large or too small.

Connecting People. Improving Lives.
Currently, we are looking for a passionate and energetic Operations
Coordinator - Customer Service to be based in the Industrial Projects
Team. In this role, the successful candidate will manage customer
expectations for IP clients, by executing logistics requirements (FF & CL)
set within the SOP / process guidelines to ensure that all KPI's are met. The
candidate will also develop and deliver innovative logistics solutions to
customers focusing on their requirements, enhance existing processes and
constantly seek new and improve ways to conduct business operations. And
establish and build a strong relationship with all key stakeholders to ensure
customer loyalty to DGF / Danzas.

Key Responsibilities
* Ensure all actions are taken in adherence to client specific SOPs to meet all hub & shipment KPI's and SLA's.
* Proactively provide cost effective solutions to the customer, for freight movements with options on MOT / Transit time and seek customer approval prior to execution along with involving the pricing team for high revenue / complex pricing opportunities.
* Follow up with customer on open quotations and receive feedback for lost opportunities. Share feedback with line manager / pricing team.
* Discuss on PD key updates from clients as a part of improving client experience & increasing GP / Rev.
* Review hand overs and ensure proper planning, execution & invoicing of shipments.
* Proactively coordinate with respective product operations (AFR/OFR/RF/Network) to ensure shipments are executed on time. Proactively monitor and track the progress of the shipment from departure to arrival and ensure all internal / external stakeholders are updated of any deviations and exceptions. Pre-alerts are sent promptly and accurately.
* Client trackers to be updated and sent as per agreed SLA with customer.
* Review the commercial performance of the accounts with supervisor / managers once a month and find innovative solutions to reduce cost, improve processes, increase revenue and share of wallet. Collaborate with KAM / BDM/BDE for preparation of MBR / QBR meetings and attending as required.
* Ensure solutions are provided to customer requests and escalations by responding on time, along with keeping internal / external stakeholder appraised
* Actively seek and report operational process gaps / errors to line manager, with an aim to continuous improvement.
* Collaborate with network offices and seek specific country and trade compliance requirements prior shipment execution.
* Ensure ‎100% compliance to HSE standards and trade compliance are maintained at all times.

Job Skills, Qualifications & Experience
* Graduate in any discipline
* MS office
* Minimum ‎3 years relevant experience - Freight Forwarding Industry
* International Logistics - Transportation Management
* System proficiency - Global Transport Management, Warehouse Management
* Cost Management
* INCOTERMS

We offer:
* Opportunities in a global company where you can contribute your ideas and skills to move towards our shared goals.
* Possible further career development
* Competitive salary

Why join DHL Global Forwarding?
We are part of Deutsche Post DHL, the world 's leading logistics provider with
operations in over ‎220 countries. Visit our career site on the web at
https://www.logistics.dhl/us-en/home/careers.html
Our TOP EMPLOYER prestigious certification attests to our best-in-class
efforts to attract and retain talent by fostering a positive work environment
and encouraging personal and professional development among employees. The
development of talented women in our organization will be a focus for us and
an important part of our DGF Strategy ‎2025.

We aspire to become the undisputed leader in our industry, when people think
of forwarding; we want them to think DGF because we have:
* The largest global network with more than ~‎30,000 passionate employees
* The most efficient processes and fastest response times
* The best solutions and best customer service

Our Vision: The Logistics Company for the World.
Our Mission: Excellence. Simply Delivered.
Our Purpose: Connecting People, improving lives.
Our Values: Respect & Results
Our Goals: Employer, Provider, and Investment of Choice, Living
Responsibility

Danzas is an equal opportunity employer. We evaluate qualified applicants
without regard to race, color, religion, sex, sexual orientation, gender
identity, national origin, disability, veteran status, and other legally
protected characteristics.