Introduction
DHL is a leading global brand in the logistics industry. DHL’s family of divisions offers an unrivalled portfolio of logistics services, ranging from national and international parcel delivery, international express, road, air and ocean transport, to industrial supply chain management. With its unrivalled presence in developing markets, DHL is decisively positioned as “THE logistics company for the world”.
DHL Express is a company that pioneered cross-border express delivery in 1969 & now is active in more than 220 countries and territories worldwide. We connect people and improve their lives. And we do it by being uncompromisingly customer-centric and delivering excellence day in and day out. By bringing people together and making life simpler – for our customers, our employees, our investors, and our society – we help make the world a better place.
Role Descriptor
DHL Express is looking for a Lead Courier to join and supervise our team. He/she will support and assist the Supervisor as required and provide backup for absence/peaks in Operational functions (Warehouse, Gateway, Network).
Role Details
- Role title : Lead Courier
- Corporate/Business : DHL Express
- Department/Function : Operations
- Job family : EXP IN Local Ops
- Reports to : Operations Supervisor
Key Responsibilities
He/she will have to perform the following key activities:
- Assist Supervisor to ensure that Couriers attend to customer need at all times in a professional manner through constant GEMBA Courier Ride.
- Assist Supervisor to ensure that Courier Delivery met RDD and PU are uplifted as per RFU and no miss PU.
- Assist Supervisor to ensure that customer feedback and enquires are attended to
- Carrying out customer audit on monthly basis, analyzing the causes and recommend strategies to service them better.
- You will be the eyes and ears of the company at the interface of the customer and update the company on key customer expectations and areas where the company is failing to meet the customer standards and expectations.
- Ensure customer delight and loyalty and all procedures are followed as per DHL.
- Assist the Supervisor in day to day activities and to support and provide guidance to their peers.
- Assist to Ensure Special Service Shipment are attended to.
- Assist to ensure that delivery and PU services meet target.
- Monitor the work of all Courier and Ops Agents and give feedback informally and formally about issues and problems that are being encountered on a day to day basis..
- Assist the Supervisor to measure the performance of the Team.
- Assist the Supervisor in the Administration of the team.
- Attend self-improvement training and recommend team members to the appropriate training sessions.
- Apply good training practises on a daily basis.
- Constantly monitor performance of team members and provide or recommend re-training if need be.
- Assist Supervisor in the daily warehouse activities.
- Assist Supervisor to Prepare Operation reports for improvement.
- Assist in the implementation of projects for service improvement and / or cost reduction.
- Assist in route re-structuring on a regular basis in order to optimise route productivity.
- Expand knowledge of other roles within Operations in order to carry out these functions through a rotational shift mechanism.
- Provide back up for other functions within Operations.
- Assist in ensuring the maintenance requirements of the facility, equipment and infrastructure, in accordance with regional guidelines and company image, is carried out
- Assist in implementation of projects to address regional and network imperatives and programmes.
- Assist in ensuring operational practices and procedures are carried out effectively.
- Ensure Security practices and policies that support the business needs are met.
- Conduct vehicle audit on regular basis, analyze and give recommendation.
- Carry out audit of the service station as and when required.
- Act as a mentor for the trainees/ Government Apprentices/ Probationers and train them.
- Impart First Aid training to the employees.
- Conduct refresher course for the employees.
- Imparting on-the-job training to new comers, trainees/ apprentices, evaluating their progress during the training period and recommending – for probation or termination – based on performance.
- Recommending leave for the trainees/ apprentices/ probationers.
- Performance appraisal/ recommending salary increase of the trainees/ probationers.
- Selection of trainees/ apprentices, assessing the candidature and recommending.
- Incumbent has no direct reports and authority over country line and functional personnel.
- He/she should have Informal influence to enable improvement and change within the organization.
Skills Required
Profile Requirements
(Experience/Certifications/Qualifications/Licenses)
- 1 year of experience in DHL with wide exposure to Operation systems and processes.
- Driving License (current and valid).
- Fork Lift License (preferable).
Profile Requirements
(Experience/Certifications/Qualifications/Licenses)
- 1 year of experience in DHL with wide exposure to Operation systems and processes.
- Driving License (current and valid).
- Fork Lift License (preferable).