Network Control Group Agent

Job Title –NETWORK CONTROL AGENT

Introduction

DHL is a leading global brand in the logistics industry. DHL’s family of divisions offers an unrivalled portfolioof logistics services, ranging from national and international parcel delivery, international express, road, air and ocean transport, to industrial supply chain management. With its unrivalled presence in developing markets, DHL is decisively positioned as “THE logistics company for the world”.

DHL Express is a company that pioneered cross-border express delivery in 1969 & now is active in more than 220 countries and territories worldwide. We connect people and improve their lives. And we do it by being uncompromisingly customer-centric and delivering excellence day in and day out. By bringing people together and making life simpler – for our customers, our employees, our investors, and our society – we help make the world a better place.

Role Descriptor

DHL Express is looking for a Network Control Agent to join and lead our team. He/she will have to ensure that all flights alerts, shipment and service information (electronic and/or manual) is retrieved and actioned on time and that any required paperwork or data entry is accurately prepared and entered for transmission to the relevant destination on time.

Role Details

Role title : Network Control Agent
Corporate/Business : DHL Express
Department/Function : Operations
Job family : EXP IN Network Control Group
Reports to : Network Control Supervisor

Key Responsibilities

He/she will have to perform the following key activities:

DHLCustomersand DHL Network:

• Provide a tracing service for the network and interface with local country customer service on service problems and enquiries.
• Proactive and immediate response to all customers.

DHL Network Service (Operation) Centres:

• Carry out any administrative task that is required for the Operations Centre.
• Perform network and administrative duties on behalf of the Network Control Group in order to provide and disseminate network and shipment information generally within tight time frames.
• Respond to tracing request from the network.

Airlines & other linehaul providers, suppliers:

• Space booking for both own charter and commercial airlines.
• Deal with airlines to gain additional space for emergence request.

Third party shuttle vendor:

• Contact third party timely for special request from Network.

Gateway and Hubs:

• Handle operational communications with other Gateway and Hubs regarding inbound & outbound operations, adhering to standards and protocols for pre-alert, faxes, e-mails, STM and other communications with the DHL network.
• Timely and accurately response to all requirement from Network.

Local country office:

• Interface with local country customer service on service problems and enquiries.

Requests Management:

• Actions for all inbound alerts and transmit the information to the relevant parties.
• Answer all incoming shipment / service requests to ensure compliance with the network response standards.

Data Management:

• Enter accurate data for inbound/outbound shipments and/or flights where required is entered and maintained.
• Ensure data is sent to the correct sectors for all flights logged in the computer database for transmission to the final destination.

Service Information & Network Communication:

• Proper reporting for all incident and gateway performance to the Network.
• Identify and action exception handling according to exception handling procedures, including proactive updating the relevant databases.
• Prepares daily operations/recap summaries and disseminates to the network.
• Reports on progress and resolution of incidents, e.g. offload issues, alternative uplift and security cases.
• Act as a mentor for the trainees/ Government Apprentices/ Probationers and train them.
• Impart First Aid training to the employees, Conduct refresher course for the employees.
• Imparting on-the-job training to new comers, trainees/ apprentices, evaluating their progress during the training period and recommending – for probation or termination – based on performance.
• Recommending leave for the trainees/ apprentices/ probationers.
• Performance appraisal/ recommending salary increase of the trainees/ probationers.
• Selection of trainees/ apprentices, assessing the candidature and recommending.

Incumbent has no direct reports and authority over country line and functional personnel.
Informal influence to enable improvement and change within the organisation

Skills Required

Software skills (Word, Excel, PowerPoint, etc.)
Communication skills (English), spoken and written.

Profile Requirements

(Experience/Certifications/Qualifications/Licenses)

Graduation or diploma equivalent degree.

Profile Requirements

(Experience/Certifications/Qualifications/Licenses)

Graduation or diploma equivalent degree.