About the Role
DHL Global Forwarding, a division of DHL Group, is seeking a motivated AFR Ops Specialist to join its team in the Makkah Region, Saudi Arabia, specifically in Jeddah. As part of a global company operating in over 220 countries, this role is integral to managing air freight operations and ensuring the smooth flow of goods and information within global supply chains. The position offers an opportunity to contribute to a business that specializes in cross-border express shipping and provides comprehensive logistics solutions across various industries worldwide.
In this capacity, the AFR Ops Specialist will act as a subject matter expert, utilizing advanced knowledge to manage complex projects and processes with minimal supervision. Key functions include developing and administering air freight operations plans, engaging with customers, and managing shipments to meet delivery expectations in alignment with business strategy and corporate guidelines.
Key Responsibilities
- Serve as the primary point of contact for customers regarding shipment information, incident and complaint management, ad hoc pricing requests, and claims.
- Ensure accurate capture of costs and revenues against customer profiles and take ownership to resolve operational issues.
- Administer shipment-level activities, including processing customer bookings, managing documentation, and overseeing local and international transport.
- Manage shipments to consistently meet customer service commitments.
- Track, record, analyze, and implement improvements for exceptions and operational irregularities.
- Maintain high data quality for all shipment information.
- Implement necessary regulatory compliance procedures for all shipments.
- Route and assign shipments to appropriate consolidation points to meet service commitments and maximize profitability.
- Identify critical shipments and new business opportunities requiring additional support.
- Respond to customer queries, prepare operational information for customer visits, and participate in these visits.
- Execute daily tasks and activities while adhering to resource management and productivity guidelines.
- Prepare invoices, debit notes, credit notes, and supporting documentation for timely and accurate customer invoicing.
- Investigate and support the resolution of invoice disputes.
- Resolve recurring issues and propose process enhancements for operational effectiveness.
- Address and resolve performance issues with suppliers, proposing solutions for improvement.
- Provide functional guidance, advice, or training to less experienced team members.
- Collaborate with and influence other specialist departments and third parties, such as external service providers.
- Convince others to adopt new concepts, practices, and approaches.
- Build strong, trusting cross-functional relationships with DHL managers.
- Understand customer and key stakeholder interests, providing advice as needed.
- Provide technical guidance to line managers and employees.
- Manage processes and programs, potentially directing the work of other professionals.
- Coach and review the work of lower-level professionals.
Qualifications and Requirements
- Bachelor's Degree or equivalent experience/qualification.
- More than 4 years of experience in a relevant operational role.
- Experience in routing shipments.
- Experience in shipping operations.
- Experience in carrier management.
- Experience in third-party logistics (3PL).
- Familiarity with airline operations.
- Experience with ground transportation logistics.
- Knowledge of cold chain logistics.
- Experience in import and export processes.
- Proven ability in stakeholder management.
Required Skills
- Customer Service
- Shipment Management
- Incident Management
- Claim Management
- Cost and Revenue Management
- Documentation
- Regulatory Compliance
- Invoice Processing
- Process Improvement
- Supplier Performance Management
- Cross-functional Relationship Building
- Routing
- Shipping
- Carrier Management
- Third Party Logistics
- Airlines
- Ground Transportation
- Cold Chain
- Import Export
- Stakeholder Management
Work Environment and Location
This is a full-time position based in the Makkah Region, with opportunities located in Makkah and Jeddah, Saudi Arabia. DHL Global Forwarding is recognized as a TOP EMPLOYER, committed to fostering a positive work environment and encouraging personal and professional growth.
