Days & Hours of Work : Monday to Friday 730am/8am to 4pm/430pm

Role Profiler

Accountabilities

Key activities

Key Accountabilities

• Act as the Single Point of Contact for customers and internal stakeholders for all shipment activity, monitoring inbound and outbound movements.
• Proactively identify risks, escalate as required, and ensure all shipments meet agreed SLAs and delivery timelines.
• Coordinate urgent/critical shipments that support data centre uptime.
• Perform continuous shipment tracking using control tower tools/systems, flag shipments at risk of SLA failure and drive resolution with carriers and stations.
• Investigate delays, capture reasons, and support root cause analysis/corrective actions.
• Support implementation of contingency and emergency logistics plans when required.
• Deliver daily/weekly/monthly and ad-hoc reporting on shipment status, KPIs, and performance.
• Participate in customer calls to provide clear, customer-friendly shipment-level updates and operational insights, including enhanced support during peak/critical periods.
• Maintain accurate shipment records, milestone tracking, timestamp compliance, and system updates, following structured workflows for data entry, reporting, and documentation.
• Maintain controlled documentation including shipping records, delay logs, and operational procedures.
• Support planning of transport flows to ensure efficient routing and cost control, coordinating with transport providers, warehouses, and global stations.
• Assist in analysing performance trends, classifying and analysing shipment data to support decision-making and continuous improvement.
• Build and maintain effective relationships with customer teams, DHL global stations, carriers, and vendors.
• Maintain work instructions and operational documentation, support audits and adherence to SOPs.
• Ensure operational compliance to all revenue and international trade legislative requirements, and all requirements under Data Protection Legislation in addition to all DGF IE policies and procedures (H&S, Quality, Environmental, HR, etc), and work in a manner that supports the Company environment programme
• Participate in the implementation of operational processes and perform work to the standards of Good Distribution practice (GDP) for Life Science business, as required.

Competencies

Relationships with others

• Communicates in an open and honest manner.
• Treats others with respect, develops trust and values diversity.
• Demonstrates sensitivity to diversity, i.e., culture, gender, age, religion, race disability.
• Develops effective relationships with employees, peers, and managers.
• Confidence in dealing with all levels in the business over the telephone and also on a face-to-face basis.
• Ability to remain calm when dealing with difficult people.
• Good listening skills and ability to respond in a clear, respectful manner.

Teamwork

• Commitment to fulfilling their role in a team.
• Supportive approach to other team members.
• Shares information, knowledge, ideas, and experience freely with others.
• Commits to team decisions and contributes to building a team spirit.
• Works collaboratively with others to achieve team or business objectives.
• Establishes acceptable levels of quality and quantity of work; reviews, recognises and supports achievement
• Encourages and motivates team members and work colleagues

Customer Orientation

• Basis decisions on how his/her actions impact on customers and DHL.
• Builds and maintains effective relationships with customers, suppliers, and other departments.
• Focuses on the needs of customer and seeks to meet and exceed expectations.
• Quickly and practically solves problems, seeking advice where necessary.
• Appreciates what customers want and continuously strives to meet customer expectations.

Problem Solving

• Identifies issues, problems, and opportunities.
• Deep dives to identify root causes of issues
• Applies formal problem-solving techniques
• Evaluates risk
• Gathers information and analyses cause and effect.
• Quickly and practically solves problems.
• Establishes effective work processes and measures.
• Documents and communicates awareness of the problem, solution and action taken.

Commitment to Excel

• Achieves work targets and is willing to take on additional roles/responsibilities.
• Continuously reviews current processes.
• Seeks and is open to feedback from others.
• Always behaves in a manner consistent with DHL's values.
• Demonstrates a positive attitude to change.
• Flexible approach to work.
• Looks for opportunities in a changing situation.
• Provides detailed advice to others
• Takes initiative to keep skills up to date

Procedural Skills

• Ability to organize own workload across a range of responsibilities & meet deadlines.
• Ability to select appropriate procedures.
• Ability to follow procedures.
• Ability to meet procedural deadlines.
• Ability to improve an existing procedure.
• Ability to create a procedure.

Attention to Detail

• Ability to work with lots of data to high level of accuracy.
• Ability to apply high attention to detail to written (text) documents.
• Ability to follow through on procedures and ensure completion.

Skills / Qualifications:

Expected years of experience (minimum) :

• Minimum Three years in a customer service role or similar position
• Freight forwarding experience with a minimum of 5–7 years in a related field.
• Advanced proficiency in Microsoft Office applications.

Expected Qualifications Leaving Certificate (Minimum requirement)

Logistics or Supply-Chain Degree preferred (not required)

The above statements are intended to describe the general nature and level of work performed by people assigned to this role. They are not intended to be construed as an exhaustive list of all job duties performed. The Company reserves the right to revise or amend duties at any time.