- JOB PURPOSE
The courier leader provides cover for staff absence on account of leave, sickness and training. The jobholder is an important link between the operations supervisor & the service centre manager and the couriers as he/she interacts constantly with the couriers by virtue of his role as trainer for the service centre and the ROAM champion plus his responsibility towards the debrief .
Senior courier should able to cover
- GEMA, ( Global Event Management Application )
- AQCC ( Advance QCC )
- MCT( Multi Chanel Tool )
- Sorting
- Covering PM shift.
- PRINCIPAL ACCOUNTABILITIES
- Cover and support all couriers runs and other staff for absence on account of training , planned 7 unplanned leave to ensure that service levels are met and the station meets its KPIs
- Support and train new and existing couriers to ensure that they developed to their maximum individual and collective skills to be productive and efficient in their role.
- Plan and implement new work methods and new technology like ROAM, THP, restructuring of routes to ensure that they are understood by all couriers and implemented successfully in the station.
- Ensure that all deliveries and pickups are completed in a timely and professional manner as per DHL standards and time deadlines and download of data is completed promptly to ensure 100% accurate and timely data to the network.
- Ensure that all necessary paperwork for shipments associated with pickups and deliveries is fully completed to DHL standards before the freight is sent to re-weight to ensure perfect shipments.
- Deputise effectively for the operations supervisor as required and ensure the smooth functioning and security of the station and that all performance indicators are met.
- Maintain and drive pro-active work practices to ensure teamwork, trunking performance is achieved which would practices such as loading and unloading trunks, sorting & security of freight , security of facility and personnel,
- Ensure a high level of rapport and communication is maintained with both internal and external customers while promoting DHL’s professional image
- Lead by example , so that couriers promote and sell value added services like TDD,import express ,insurance and participate actively in the sales lead incentive programme thus helping towards company revenue.
- Comply with the ground operation ISO procedures as outlined in the manual and safe working practices both within and outside the workplace
- Adhere to work timings, policies and procedures of the company , housekeeping guidelines and ensure that self is well groomed as per DHL dress code at all times
- NATURE AND SCOPE
- Context
The jobholder is an important source of feedback to the service manager and operations supervisor on courier run, issues on the run, route management as he has hands on experience in covering all courier runs when staff are absent or in training
- Reporting Relationships
This role reports to the Operations Supervisor
- Contacts
Internal
- Service centre managers
- CS manager
- CS supervisors and Operations supervisors
- CS staff
- Despatch
- Sales
- Land Operations
- THP agents
- Service trainer
External
- Customers
- Problem Solving
Liase with couriers on a daily basis and identify any issues or queries and address them either through training or guidance in conjunction with the services manager and operations supervisor
- Decision Making
Can take decisions on individual run in terms of scheduling work load to ensure deadlines and standards are met.
- Planning and Organisation
Organize their route to ensure that all deliveries ,pickups, data download and paperwork are 100 % completed as per standards.
Plan a course of action to ensure that individual objectives are met
- Job Challenge
Keep self-aquatinted of all routes in the station , as the jobholder requires to move in to cover for absence and training ..
Desired Skills and Experience
- KNOWLEDGE, SKILLS AND EXPERIENCE
- 1 year experience in DHL ground operations.
- Excellent verbal and written English communication skills with knowledge of Arabic preferable.
- Good planning & organizing skills
- Thorough knowledge of DHL services, products, business processes, practices 7 procedures.
- Demonstrates high level of commitment, energy and resilience.
- Passion for delighting customers
- Committed to delivering quality results and exceeding expectations.
- Good problem solving skills
- Good at building relationships and interpersonal skills.
- Team player
- Self-motivated and able to work pressure and time deadlines.
- Ready to relocate with Jordan
- Have a valid and clean Jordanian driving licence.