Airfreight Operations Specialist - Time Critical & White Glove Service

We have immediate opportunities available for dynamic and innovative individuals looking to make a difference in the lives of our customers and help us deliver on our purpose of Connecting People & Improving Lives. DHL Same Day is a 24/7/365 operation. Applicants must be available to work non-traditional business hours (i.e., early mornings, afternoons, late evenings, and weekends).

The Airfreight Operations Specialist plays a crucial role in managing airfreight shipments from initiation to delivery, ensuring regulatory compliance, operational efficiency, and exceptional customer satisfaction. This role involves managing customer relationships, resolving operational issues, processing necessary documentation, monitoring shipment performance, and ensuring that all tasks are performed accurately and effectively. The specialist engages proactively with customers, handles shipment-related incidents and complaints, and meets service commitments in line with corporate guidelines and business strategies.

• Customer Engagement & Issue Resolution
  : engage directly with customers under general or limited supervision to collect shipment information, address incidents, and resolve complaints. Ensure clear communication and effective problem-solving to meet customer expectations.
• Cost & Revenue Management
  : ensure accurate capture and assignment of costs and revenues to customer profiles. Resolve simple discrepancies and seek guidance to resolve more complex billing or cost allocation issues.
• Shipment Administrative Support
  : handle administrative tasks related to shipment management, including receiving customer bookings, gathering required documentation, and coordinating local and international transport activities.
• Shipment Management
  : under guidance, manage shipments according to customer service commitments, ensuring timely and efficient delivery. Address operational issues or irregularities promptly to avoid delays.
• Exception & Irregularity Reporting
  : identify and report operational exceptions or irregularities to relevant stakeholders, ensuring timely communication and resolution of delays or issues.
• Data Quality Improvement
  : proactively seek guidance on improving shipment data quality and ensuring accuracy in shipment records. Ensure data reflects the current status and performance of shipments.
• Regulatory Compliance
  : adhere to necessary compliance procedures related to commodities, shipping locations, and other relevant legal or industry requirements. Ensure shipments are routed and documented according to these regulations.
• Shipment Routing
  : develop and execute optimal shipment solutions tailored to meet customer needs, ensuring each shipment is handled efficiently and aligns with customer expectations. Focus on delivering high service quality while strategically optimizing routes and resources to maximize profitability for the organization.
• Invoice Preparation & Documentation
  : prepare and issue customer invoices, ensuring all necessary backup documentation is provided. Ensure invoices are timely and accurate, reflecting the correct details of each shipment.
• Performance Monitoring
  : use available tools to monitor shipment performance, highlighting any issues or discrepancies. Use these insights to identify areas for improvement and minimize performance gaps.

• Prior experience in airfreight or logistics operations preferred but not required.
• Knowledge of airfreight processes is an advantage.

• Strong customer service orientation.
• Problem‑solving abilities with a focus on resolution.
• Experience in handling incidents and complaints.
• Ability to manage costs and revenues in logistics operation.

• Attention to Detail
  : ensure all shipment details are accurately recorded and managed, including documentation, costs, and performance metrics.
• Customer Focus
  : proactively engage with customers, resolve issues efficiently, and exceed expectations.
• Problem‑Solving & Initiative
  : identify and resolve operational issues, take ownership of problem resolution, and provide proactive solutions.
• Communication
  : excellent verbal and written communication skills to interact…