JOB PURPOSE
The jobholder is responsible to actively promote & support DHL’S range of Electronic Shipping Solutions (ESS) products and services, liaise for the equipment, manage installation, support clients and impart training & system integrations. Train & support New customers, maintain ESS Inventory based on area of responsibility
PRINCIPAL ACCOUNTABILITIES
- Install ESS customer facing tools (Off-Shelf & Integrations) for new customers and conduct capability demonstrations for new or potential customers to enhance the competitive advantage of using all DHL for our customers.
- Provide customers – both internal & external user training through road shows and customer evenings respectively on ESS products both on current and new versions of the software to ensure smooth shipment processing for 100% accurate manifest data.
- Evaluate customer needs, provide solutions and customise the ESS products to meet the customer’s need, without compromising DHL’s standards and also providing customers value-added services meeting regional guidelines.
- Provide support and solutions to the commercial team, with regards to any ESS products, training and accompany commercial Team to customer sites for presentations if needed to provide the customer effective utilisation of our systems. Install account rates on Easy Ship systems for customers, upon requests from commercial.
- Evaluate competitor’s shipment processing systems & products via direct on-site comparison with DHL products, feedback from customers and / or any other means of competitor intelligence to drive continuous improvement of our products & systems.
- Ensure that all systems are in good condition, upgraded, tested and functioning properly before deploying to customers to ensure smooth transition with minimal disruption to the user’s business.
- Work closely with the Area/regional team, KSA IT and APIS to develop solutions and processes or modifications to existing products to continually exceed customer’s expectations and strengthen DHL’S stronghold as a market leader in the Air Express Industry, by providing value-added service via ESS products and customised solutions.
- Ensure that the Customer has database (address book, Commodity Code, accounts and any other data table) up to date updated at all sites as raised by DHL stakeholders.
- Ensure data accuracy normally as communicated by country/regional OPS/IT team for action.
- Check and ensure 100% manifest data return from all ESS sites monitored via the ESS gateway , as it results in significant cost savings for DHL.
- Provide weekly reports (interactions registered by eCase tool) on time as and when requested by the eShipping & Customer Solutions Manager.
- Ensure that all our customers using the ESS products are provided efficient and excellent customer service as regards – Logging in of all support calls immediately and attending to them within 24 hours, being on call 24 hours a day even whilst managing the ESS Duty Manager roster every alternate month to attend to any critical system failures for timely restoration, ensure systems are working at all times and in case of breakdown prompt arrangements are made for replacement and the DHL customer server is up at all times so that the external customers can download/upload data files when required.
- Ensure that all mail shot requests from commercial are promptly actioned and proper manifesting is done to ensure timely and accurate data is available to the network.
- Assist the Billing team with reports from client systems to identify any discrepancies in billing so that corrective action (credit notes) can be taken immediately contributing to achievement of DOS targets.
- Conduct a quarterly audit ( Ad hoc updates) of all client systems and update files for hardware count, serial and model numbers and track calibration of scales ( maintain a copy of certificate mainly for high volume service points) to secure control over our systems and also quick recovery in case of breakdowns.
- Organize quarterly meetings with Service area Managers and OPS team leaders to discuss any sites identified by couriers as potential for automation or customers with recurring problems like miscodes, etc. so that corrective action can be taken promptly.
- Ensure ESS objectives and KPI’s communicated by ESS manager are met
- e-AWB Allocation Management: Constant allocation of e-AWB to new & existing customers. Ensure maximum utilization of country’s e-AWB’s range
- Help improving performance by reviewing with Call center agent’s action of CSV pre-print requests and their conversion to e-Customers.
- Stock Management: Raise and follow-up orders, secure stocks, maintain re-order level and conduct inventory of the ESS Store.
- Monitoring Manual waybills supplies & taking actions in line with the process in place at any given time.
- Active participation in selling, coordination, support, troubleshoot & implementation of integration projects as assigned by the eShipping & Customer Solutions Manager.
- The jobholder is responsible to actively promote & support DHL’S range of Electronic Shipping Solutions (ESS) products and services
- Liaise for the customer onboarding, manage customer support via call, chat and remote support clients for ESS tools & ESI system integrations.
- Train & support new and existing customers.
- Attend ESS business calls and action based on agreed agenda.
- The jobholder ensures that software upgrades when performed have minimal disruption to business and they target 24 hours resolution every time.
- Constantly identify other potential DHL customers who could be extended these ESS products providing them a competitive advantage that bests suits their resources and business requirements.
- Be constantly updating on all DHL applications, systems & procedures so that accurate and appropriate guidance and training is provided to all customers.
NATURE AND SCOPE
a) Context:
DHL, at no extra cost, provides its corporate customers (as justified by the customer’s shipment volumes & revenue / sales department) shipping solutions ready off-shelf and integrations platform solutions for shipping management. Additionally, they train and support the users on DHL customer facing tools to ensure efficient and effective utilization of the systems.
b) Reporting Relationships:
The E-com executive reports to eShipping & Customer Solutions Manager
c) Contacts:
Internal
§ Sales
§ KSA IT Support
§ Customer services
§ Call Centre Team Leaders
§ Customer Care Manager
§ Ground Ops Managers
§ THP & Quality Manager
§ Service Area Managers
§ Ground Operations Team Leaders
§ Accounts & Finance staff
§ Manifestors
§ Procurement
External
§ DHL Area Team
§ EMA Helpdesk
§ KUL – APIS Team
§ PRG & KUL Integration Team
§ EDI XML Integration team
§ All DHL Customers
§ All prospective customers
§ Hardware / Software vendors and suppliers
§ E-Com Contacts in EMEA
§ DHL network
d) Problem Solving:
In case of breakdowns, the jobholder will require to identify the problem and provide the solution too, to ensure that the customer systems are restored with the least disruption to their business with DHL. A restoration time of 24 hours is the service standard.
e) Decision-Making:
The position can make decisions on managing, administering, facilitating and co-ordinating tasks related to systems. If the decision has an adverse effect on business, the E-com Manager must be consulted.
f) Planning and Organization:
Plan and organize at least one visit per customer every month, training both internal and external customers, installation and customers’ evenings. Also managing the E-com Duty Manager phone according to the roster given by the eShipping & Customer Solutions Manager.
g) Job Challenge:
§ The jobholder ensures that software upgrades when performed have minimal disruption to business and they target 24 hours resolution every time.
§ Constantly identify other potential DHL customers who could be extended these E-com products providing them a competitive advantage that bests suits their resources and business requirements.
§ Be constantly updated on all DHL applications, systems & procedures so that accurate and appropriate guidance and training is provided to all customers.
DIMENSIONS
The Total ESS function represents almost 95%+ of the KSA outbound shipment volumes. 160,000 average shipments are processed through these ESS tools monthly.
Registrations on MyDHL+ – 180+ per month
Anticipated Customer Cases & Interactions per day minimum 40
MyDHL+ & MyDHLAPI installations within SA including DHL SA offices
- Must Posses excellent IT experience (minimum 4 - 5 years) in a service related industry.
- Must hold a degree in an IT discipline with excellent knowledge of IT skills like networking WAN & LAN, Microsoft applications, basic programming, and troubleshooting on Operating Systems.
- Must be Licensed from SCE (Saudi Council of Engineers).
- A working knowledge of development tools would be desirable.
- Working knowledge in computer software technologies like APIs (XML/JSON/REST/REST2/YAML) with a definite interest in helping customers benefit through the use of technology.
- Aptitude to constantly update self of developments and innovations in an extremely volatile technical environment.
- Ability to work independently even under pressure.
- Deadline and target driven.
- Excellent presentations skills.
- Possess a valid KSA Driving licence.
- Excellent written as well as verbal communication skills in English.
- Good planning and organizing skills.
- Team Player
- Possess high energy levels and enjoys challenge.
- Ability to work effectively and build relationships with Internal as well as External DHL Customers.
- Commercial attitude / business acumen.
- Strong analytical & logical approach towards problem solving.
3. NATURE AND SCOPE
a) Context:
DHL, at no extra cost, provides its corporate customers (as justified by the customer’s shipment volumes & revenue / sales department) a desktop PC with shipping management software. Along with this desktop, they are also provided with either a network label printer or dot matrix printer, and a modem. This position is responsible for maintaining and supporting the PC Desktops, printers and modems. Additionally they train and support the users on SPS and DHL Connect software to ensure efficient and effective utilisation of the systems.
b) Reporting Relationships:
The E-com executive reports to eShipping & Customer Solutions Manager
c) Contacts:
Internal
§ Sales
§ KSA IT Support
§ Customer services
§ Call Centre Team Leaders
§ Customer Care Manager
§ Ground Ops Managers
§ THP & Quality Manager
§ Service Area Managers
§ Ground Operations Team Leaders
§ Accounts & Finance staff
§ Manifestors
§ Procurement
External
§ DHL Area Team
§ EMA Helpdesk
§ KUL – APIS Team
§ PRG & KUL Integration Team
§ EDI XML Integration team
§ All DHL Customers
§ All prospective customers
§ Hardware / Software vendors and suppliers
§ E-Com Contacts in EMEA
§ DHL network
d) Problem Solving:
In case of breakdowns, the jobholder will require to identify the problem and provide the solution too, to ensure that the customer systems are restored with the least disruption to their business with DHL. A restoration time of 24 hours is the service standard.
e) Decision-Making:
The position can make decisions on managing, administering, facilitating and co-ordinating tasks related to systems. If the decision has an adverse effect on business, the E-com Manager must be consulted.
f) Planning and Organisation:
Plan and organise at least one visit per customer every month, training both internal and external customers, installation and customers’ evenings. Also managing the E-com Duty Manager phone according to the roster given by the eShipping & Customer Solutions Manager.
g) Job Challenge:
§ The jobholder ensures that software upgrades when performed have minimal disruption to business and they target 24 hours resolution every time.
§ Constantly identify other potential DHL customers who could be extended these E-com products providing them a competitive advantage that bests suits their resources and business requirements.
§ Be constantly updated on all DHL applications, systems & procedures so that accurate and appropriate guidance and training is provided to all customers.
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Strong career support in an international environment.
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Great culture and colleagues.
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Multifarious benefit program.
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