Job Description

Role Details

• Role title : Service Centre Supervisor
• Corporate/Business : DHL Express
• Department/Function : Operations
• Job family : EXP IN Local Ops
• Reports to : Gateway Operations Manager/Service Centre Manager

Scope of role

Direct/Indirect reports [year]: Direct reports: Operations agents/Couriers for a given shift

Relevant dimension: Decisions referred to a higher authority include changes in structure or personnel and permanent operational changes

Key Responsibilities

He/she will have to perform the following key activities:

• Maintain good working relationships.
• Co-ordination, discussion and communication.
• Assist to keep performance and meet target.
• Problem Shooting and Improvement.
• Ensure all service they provided meet DHL’s requirement.
• Ensure hand over processes of shipments and paperwork are normally operated.
• Special Request handling.
• DHL Network:
• Special Request handling
• Communication for daily working process
• Local Country Operations staff:
• Daily working process review, discussion
• People management
• Gateway/Ground/Area Operations staff at all levels:
• Daily working process review, discussion
• People management
• Gateway/Ground/Area Operations Agents:
• Daily working process review, discussion
• People management
• Organise appropriate shifts and manning levels to meet business requirements.
• Ensure incoming shipments are recovered, “break bulked”, inspected and cleared in the quickest, most efficient manner possible.
• Manage receipt and lodgement of outbound shipments from country operations to ensure timely departure and uplift.
• Ensure accurate sorting and optimum loading of all inbound & outbound shipments.
• Monitor ground handler and warehouse provider performance and complete all necessary reports.
• Ensure safe working practices and environment within the shift.
• Participate in gateway quality policy and initiatives e.g. ISO.
• Develop a high performance service culture within the functional department. Plan, organize and direct and efficient and effective functional department.
• Consult performance appraisal.
• Manage the allocation of appropriate resources and commitment of staff to the achievement of Global, Regional and Country objectives and targets.
• Identify training needs and opportunities to develop a highly skilled functional department.

Skills Required

• Software skills (Word, Excel, PowerPoint, etc.).
• Communication skills (English), spoken and written.

Profile Requirements

(Experience/Certifications/Qualifications/Licenses)

• 2-3 years operations experience, preferably within transportation or logistics industry.
• Diploma (or equivalent).
• Line Trainer certified.
• First Aid certified.
• IATA Dangerous Goods Acceptance Certification.

Profile Requirements

(Experience/Certifications/Qualifications/Licenses)

• 2-3 years operations experience, preferably within transportation or logistics industry.
• Diploma (or equivalent).
• Line Trainer certified.
• First Aid certified.
• IATA Dangerous Goods Acceptance Certification.

Skills Required

• Microsoft Office
• Microsoft Excel
• Logistics