Team Leader (Tanger)

YOU TACKLE FOR QUALITY AND GREAT SERVICE. THIS WILL IMPROVE THE LIFE OF OUR CUSTOMERS.

Would you like to become part of the world's most international company in the world?

A company that pioneered cross-border express delivery in 1969 and is now active in more than 220 countries and territories worldwide. Do you want to be part of a company that connects people worldwide? And the more people we connect, the better life will be on our planet.

Join our team and discover how an international network that's focused on service, quality and sustainability, is able to connect people and improve lives through the power of global trade. And not just for our customers, but for every member of our team too. To learn more about our culture, motivated people and our purpose, please visit www.dpdhl.jobs/express

ABOUT THE ROLE :

* Support and assist the Supervisor as required and provide backup for absence/peaks in all operational functions (Route, Warehouse, Gateway, Network…)
* Lead operations team and ensuring that shipments enter and exit the facility in accordance with network procedures and transit time standards.
* Sort, deliver and pick up shipments for a specific route/zone, in the most efficient and cost-productive manner, whilst providing a professional inter-face and image to customers and the general public.
* Being part of the combined TNG Gateway facility team, the Lead courier also plays the role of a GTW warehouse employee while he is in facility

YOUR TASKS:

* Assist Supervisor to ensure that Couriers attend to customer need at all times in a professional manner through constant Gemba rides.
* Assist Supervisor to ensure that Courier Delivery met RDD and PU are uplifted as per cutoff and no PU is missed.
* Assist Supervisor to ensure that customer feedback and enquires are attended to
* Provide high quality services and maintain performance of the operations activities to meet customers’ needs.
* Attend to customer need at all times in a professional, friendly and courteous manner.
* Shipment Delivery is to meet RDD, and Pickups are to be uplifted on time and no PU is missed.
* Provide timely customer feedback to Supervisor/Mgr
* Follow up on all customer enquiries.*
* Direct Customer to the right DHL department when further information is required
* Assist the Supervisor in day-to-day activities and to support and provide guidance to their peers
* Assist to Ensure Special Service Shipment are attended to
* Assist to ensure that delivery and PU services meet target
* Ensure shipments are processed to meet uplift deadlines
* Ensure shipments are processed in accordance with GSOP guidelines
* Inform Supervisors and Manager on all service-related issues.
* Be accountable and honest and meet performance expectations.
* To provide suggestions to improve operation efficiencies or business need.
* To be able to meet special delivery & PU expectations.
* To be able to participate in warehouse processing, sorting, loading, unloading and any task part of the TH or GTW warehouse activity.
* Assist the Supervisor to ensure that all contractors and TP agents follow the DHL procedures and meet with DHL’s requirements
* Assist the Supervisor to monitor the performance of the contractors/TP agents so that the RDD and RFU requirement are met.
* Ensure that the correct shipment categories are allocated to the relevant contractor for PU and delivery with cost and efficiency in mind.
* Ensure shipment handover processes are carried out in a timely manner
* Ensure shipment paperwork is complete and accurate in line with DHL’s requirements
* Ensure all activities are in line with GSOP standards
* To be able to work with contractors to ensure that shipments beyond a courier’s capability are attended to on an urgent basis.
* To alert Supervisor/Despatch Officers in advance when contractor help is required.
* To be able to separate shipment belonging to contactor early
* Assist the Supervisor to measure the performance of the Team
* Assist the Supervisor in the Administration of the team
* Work with other team Leaders and Assist Supervisor to ensure that team follow the DHL Business Procedure
* In conjunction with supervisor, ensure Couriers are trained and developed to meet business and succession needs
* Assist Supervisor in the daily warehouse activities
* Assist Supervisor to Prepare Operation reports for improvement

Service Centre /Gateway/Ground/country/Area

Operations staff at all levels

* Daily working process review, discussion
* People management
* Identify and assist in implementing process improvements to meet deadlines/GSOP requirements

All Operations Staff

▪ Build-up a reliable relationship to facilitate the daily operations activities.

▪ Co-ordinate within shift operations to meet operational demands at a high service quality.

▪ Understand and comply with the requirement from other Gateways and Hubs.

▪ Assist in ensuring maintenance requirements of facility, equipment and infrastructure, are carried out in accordance with regional guidelines and company image.

▪ Maintain the good relations and follow-up the special requirement if necessary.

▪ Expand knowledge to other roles within Operations in order to carry out these functions through a rotational shift mechanism.

Customer Services Team/Despatch Team

* To meet the expectation of delivery and PU as per service standards.
* To provide quality feedback to customer service on service incidents when arises.
* To be able to communicate with Despatch / CS when customer needs changes and uses initiative to meet customer need.

Sales Team

* Be able to provide quality sales leads to sales team.
* Build good rapport with sales team and customer for continuous business

Be able to provide quality feedback to Sales when shipment profile changes or when competitors are prospecting the customer

Operations Support

* Assist in the implementation of projects for service improvement and / or cost reduction
* Assist in route re-structuring on a regular basis in order to optimise route productivity
* Expand knowledge of other roles within Operations in order to carry out these functions through a rotational shift mechanism
* Provide back up for other functions within Operations
* Assist in ensuring the maintenance requirements of the facility, equipment and infrastructure, in accordance with regional guidelines and company image, is carried out
* Assist in implementation of projects to address regional and network imperatives and programmes
* Assist in ensuring operational practices and procedures are carried out effectively

Supervision of Operations

* Manage receipt and processing of outbound shipments from service centres to ensure timely departure and uplift.
* Monitor team activities to ensure accurate sorting and despatch of all outbound shipments.

Shipment delivery and collection

* Deliver without delay all inbound shipments.
* Collect within a standard time frame, all Outbound Shipments and ensure these are passed over to Outbound Processing without delay.
* Electronically Record via a scanner (or manually if required) all shipment process activities.
* Ensure all cash resulting from the delivery or collection of shipments are handed immediately on the same day of the transaction to the ops cashier/Supervisor.
* Ensure good maintenance of the allocated vehicle.
* Perform duties professionally and courteously in line with Company image with respect to all road users.
* Ensure the security and integrity of all shipments whilst in his/her care.
* Ensure that all necessary paperwork for shipments associated with pick-ups and deliveries is fully compliant to the DHL standards before freight is sent to OB processing.
* Reconcile all non-delivered shipments and ensure priority is given to these for the next delivery cycle.
* Provide accurate and complete paperwork records for shipment movement and any financial transactions.
* Ensure MPS (perfect shipments) are injected to our network.
* Ensure that all handling processes are completed in a timely and professional manner as per DHL standards.
* Ensure that sorting process is completed properly according to network standards splits.
* Level BAC +2
* IATA Dangerous Goods Acceptance Certification

Forklift License (preferable)