Network Supervisor
DHL Express
Total years of experience :21 years, 2 Months
To assist in daily operation and co-ordination of Levant road network, GCC, Levant and
Levant HUB as designated by the Levant Road Network Manager, Manage the Levant
Road Network coordinators, inspectors and drivers ensuring all the responsibilities have
been covered by the Levant staff on time and as per the quality standards.
- To Assign vehicles and drivers to ensure all planned movements are executed to
the agreed Levant Road Network schedule.
- To allocate subcontractor vehicles for all additional line-haul and ad-hock special truck
request when required.
- Ensure vehicle checklists are completed for the vehicles before departing by inspectors.
- Develop relationships with all suppliers and where required.
- Administer and monitor transit time for all movements trip.
- Ensure NMIV is monitored and completed in daily bases.
To manage and provide the highest level of one stop customer service to our account
customers with a revenue base of a million $, also to provide empathetic and
commercially aware responses to all customers complaints and insurance claims with the
objective of retaining and delighting all customers.
Management of the complaint and claim handling process whilst developing processes to
capture complaints through pro-active or ease of accesses measures, To do this in such a
way as to achieve targets for high service level, cost management and customer
satisfaction.
is the world’s largest international express distribution network, delivering time
packages and business documents across five continents. DHL strength lies in global reach and
know how the people, backed by strategic alliances with world-class partners and innovative use
of technology to improve continuously the quality of service
Responsibilities:
1- To plan, develop, deliver and implement training initiatives that will
ensure all Customer Services staff have the necessary training and skills
to meet both individual job requirements and business performance
needs.
2- Prepare monthly evaluation for every employee and report it directly to
HR and Customer Services manager.
3- Prepare daily report for customer service KPI’S including service level (by
using AVAYA), ACR, cash bookings, NPP, SII and analyze it to highlight
strength and weak points for each agent.
4- Provide a high level of customer service and professionalism taking into
account the consideration that all DHL customers have an express
requirement and are looking for instant and immediate action.
5- Demonstrate the highest level of integrity and confidentiality. Personal
employee information including but not limited to medical, pay,
demographic, discipline, schedule preferences, accommodation requests,
family matters, must be maintained in the strictest confidence. Company
confidential information must also be protected.
6- Follow customer service procedures as outlined in the manual to comply
with the ISO procedures and safe working practices.
7- Manage and participate in bi-weekly Welcoming Program. Establish and
monitor Performance Evaluation Schedule for the first 90 days. Ensure all
new employees are trained in time clock practices and create employee
badge.
8- Maintain a thorough knowledge of all departments, DHL network,
products and services so that customers are provided accurate
information on pricing, transit times, clearance delays, custom
paperwork requirements, packing - accounting and sales queries with
confidence at all times.
9- Highlight any recurring problems that are manifested through traces and
then direct the information accordingly so that corrective actions can be
taken promptly.
10- Work effectively both individually and as part of a team to achieve both
individual and department goals and objectives and strive consistently to
promote a positive team spirit.
11- Deal competently with customer complaints and take all possible actions
to resolve the issue to their fullest satisfaction with minimal intervention
of team leaders.
12- Control and Develop financial budgets for the Division oversees.
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