Description:
The Operations, Oil & Gas role provides critical support to the Management and handling of day-to-day operational requirements of export shipments is carried out effectively and efficiently. As an operation employee, you can work with direction given, raise concerns and adhere to all deadlines provided. The person should have strong customer service and communication skills and take ownership of issues while providing resolution to clients.
Detailed Responsibilities:
Customer Service:
- Build and maintain strong relationships with customers through regular meetings/team meetings/phone calls
- Execute specific customer defined functions for all modes of transport / import & export.
- Monitor customer behavior in terms of business and support and relay relevant information.
- Monitor operational performance, contribute to client retention, and initiate improvement plans.
- Ensure that all job files are maintained for assigned customers.
- Respond to customer emails within a maximum of 1 hour and acknowledge all incoming emails.
- Resolve issues related to cargo shortage, damage, and claims, escalating them as necessary.
- Maintain and update SOPs for all assigned customers.
- Maintain and report department KPIs to management as required.
- Ensure adherence to DSV policies and other compliance requirements.
Operations
- Receive and send pre-alerts at least 24 hours prior to shipment arrival/departure, Receive and process routing orders and bookings from customers, network, and sales
- Initiate bookings to airlines/carriers and co-loaders as per routing guides and rate cards.
- Prepare and release AWB/BOL to customers.
- Monitor ATA/ETA with airlines/carrier, handling agents, and DNATA, ensuring freight arrives as scheduled and update customers.
- Coordinate with clients for freight clearance instructions and ensure correct documentation for customs clearance.
- Coordinate with origin/destination station and customer support to address discrepancies on shipping documents.
- Track and report shipment status to customers regularly.
- Coordinate with clearance and delivery teams for the collection of delivery orders from Airlines/Dnata/EK/shipping lines
- Manage document receipt, vetting