DHL is the global market leader of the international express and logistics industry, specialising in providing innovative and customised solutions from a single source.
DHL offers expertise in express, air and ocean freight, overland transport and logistics solutions, combined with worldwide coverage and an in-depth understanding of local markets. DHL's international network links more than 220 countries and territories worldwide. Over 170,000 employees are dedicated to providing fast and reliable services that exceed customers' expectations.
DHL Express has been operating in Indonesia since 1973. Beginning in 1982, DHL¡¦s operations in Indonesia have been carried out by PT. Birotika Semesta. Today, PT Birotika Semesta/DHL Express is the largest air express company in Indonesia, with 90 outlets, 740 employees and is supported by a fleet of 300 vans equipped with radio communications. DHL Express not only delivers documents, packages and freight, but also provides value-added services to its customers through a variety of logistic solutions.
DHL is 100% owned by Deutsche Post World Net.
Industrial Engineer
Overall Role Purpose;
Identify, evaluate and implement improvements in the processes and handling/distribution operations throughout the country in line with Network and Regional Standards, to continuously challenge the existing shipment movement operations and processes with a view to improve operating and service performance and promote cost effectiveness and increased profitability
Requirements;
* Degree in Industrial Engineering
* 3 years experience in one of the above fields and/or material handling
* Experience in areas of material handling equipment, productivity improvement, work measurement, work methods and standards, financial analysis
* Experience in the express package, transportation or material handling industries would be beneficial
* Excellent communication skills in English, spoken and written
* Excellent software skills (Word, Excel, PowerPoint, Visio, AutoCAD, etc)
Accountabilities
Operations Improvement Deployment
* Identify and implement improvements in the areas of business activities, sequence of operations/work flows, staffing, handling methods and equipment
* Ensure cost effective selection and location of local facilities (City Master Plans) and equipment
* Ensure optimisation of network/land transport and courier routes (ROAM)
* Ensure optimisation of Operations staffing (WOAM)
* Prepare facility plans and equipment layouts to maximize efficiency and space usage
* Ensure implementation of Regional Standards for processes, work methods, performance/throughput standards and measurement systems
* Use MSD or other work measurement tools (time and motion studies, etc.)
* Perform engineering and financial analyses of proposals along with sound economical and business justifications for expenditures
Operations Improvement Support
* Assist in implementing required changes in implementing Regional Standards
* Assist in monitoring productivity and service and cost performance
* Assist in preparation of CAAs, AOPs & long range plans for expansion, procedures, staffing, equipment, vehicles and products.
* Assist in conducting local training programs
Customer Care Manager
Overall Role Purpose ;
Operate an effective Tracing and Service Recovery System and Customer Loyalty program aimed at the retention and growth of all customers, with emphasis on customers who are major revenue contributors to DHL.
Requirements;
* University Degree
* 5 years in Customer Care or a related capacity
* 3 years in a management capacity in Customer Care or a related capacity
* Experience in the Air Express industry (preferable)
* Excellent Customer Contact Centre Management Skills, particularly in Customer Satisfaction and Service Excellence
* Excellent communication skills in English, spoken and written
* Excellent negotiation and interpersonal, customer facing and interaction skill
* Excellent Analytical, organisational and motivational skills
* Excellent People Management and Project Management skill
* Excellent presentation, facilitation and training skill
* Excellent Technical skills (Call Management system, Quality monitoring system etc)
Accountabilities;
Planning Strategies
* Continuously review and improve existing trace and service recovery processes to ensure relevance to the dynamic business environment with a view towards establishing and maintaining a competitive advantage.
* Benchmark existing systems and processes against other service companies, competitors, etc. to ensure DHL’s tracing and service recovery system is comparable or better, in terms of quality and cost effectiveness.
* Establish proper systems and processes for handling shipment claims and SII claims, covering registration, processing, resolution, analysis of root causes, reporting, corrective and preventive actions and follow-up audits to ensure compliance to preventive actions and communication to relevant departments for organisational learning.
* Establish and maintain the Tracing System (covering supporting processes and systems) to ensure traces (both customer- and network-initiated) are promptly addressed and resolved in accordance to stipulated service performance standards and to the satisfaction of customers and the network in nationwide.
* Establish and maintain a system (covering supporting processes and systems) for collecting, analyzing and communicating Root Causes for Traces to relevant parties (including other functional areas and the network) to pre-empt recurrence of preventable trace actions.
Risk Management
* Co-ordinate legal cases arising from shipment related incidents and claims and liaise with assigned legal counsels.
Functional Roles
* Establish and maintain the Service Recovery System to ensure service failures (primarily claims and complaints) are promptly recovered to the satisfaction of customers to minimise negative impact on long term customer loyalty.
Information/Data management
* Feedback collation from customer service feedback to ensure proactive action is taken to enhance positive experiences and pre-empt potential service failures (resulting from non-action on negative comments)
Driving Customer Service Excellence
* Lead and drive customer satisfaction by providing best in class standards with a view towards establishing and maintaining a competitive advantage.
Maximising Revenue Generating Opportunities
* Identify and promote areas with potential for revenue generation to cross-sell, upsell services including value added services (e.g SII, TDD and the use of eCom tools)
Budget Compliance
* Include developing and managing annual budget, staffing, performance management, employee development and satisfaction, reward and recognition, training and development of a high-performance Customer Care team.
Customer Service Key Account Manager
Overall Role Purpose
To support and provide best-in-class customer services to DHL Key Account customers.
Requirements
* University Degree
* 5 years experience in Key Account Management
* 3 years experience in a management capacity in Key Account Management
* Excellent Presentation skills, facilitation and training skills
* Excellent Project & People Management skills
* Excellent Customer-facing and interaction skills, Negotiation and interpersonal skills
* Excellent Software skill Microsoft Office & DHL Systems
* Excellent Communication skills in English, spoken and written
* Excellent Leadership, Analytical, organisational and motivational skills
Accountabilities
Strategic Planning and development
* Benchmark service delivery parameters against leading companies including competitors to ensure services provided by the Key Account team are comparable with best practices while remaining cost effective.
* Evaluate, improve and enhance key account management service to achieve competitive advantage and explore new business opportunity
* Ensure all pre-determined service standards are consistently met and reviewed to reflect developments in competitive offerings.
General Management of the Section
* Develop and manage annual budget, staffing, satisfaction, reward and recognition, training and development of high performance team.
* Ensure selective accounts are provided top-quality customer service - customized where required – in a cost effective way.
* Ensure pro-activity and flexibility, while maintaining responsiveness in servicing customer requirements up to their satisfaction.
* Assist customers in problem solving (complaint and claim handling)
Driving Customer Service Excellence
* Lead and drive customer satisfaction by providing best in class standards with a view towards establishing and maintaining a competitive advantage.
Maximising Revenue Generating Opportunities
* Identify and promote areas with potential for revenue generation to cross-sell, upsell services including value added services (e.g SII, TDD and the use of eCom tools).
Please send your resume to resoucing.id@dhl.com before 22 June 2007
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