Operations Coordinator – Customer Service

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