Manages and drives performance of a team of Import and Export Specialists (Agents and Supervisors)
Ensures customer and operations requirements are met and takes corrective actions in case of deviations from customer requirements
Acts as subject matter expert for AFR Operations questions
Interacts with Customer Service, Operations, Product, and Global Service Centres, if required
Responsible for AFR overall P&L
Key Responsibilities
Responsible for Air Freight product profitability including continuous improvement processes to increase efficiencies, reduces waste, and improve performance to our customers
Manages and controls all ground cost margins and prepares monthly activity / revenue reports. Prepares and provides customers and overseas offices with rate quotations
Leads all related vendors to ensure the highest level of service is achieved as well as assists and answers customer inquiries and other related customer service functions
Responsible for the accuracy of invoices, bills of lading, shipping statements, and the achievement of key performance indicators (KPIs)
Assists in annual budget preparation for area of responsibility
Supervises staff, responsible for hiring, coaching, training, and developing staff. Maintains employee records and completes yearly employee performance reviews
Ensures handling of required documents according to regulations and internal procedures
Follows-up shipment status in the department, identifies incidents and ensures resolution of incidents
Supports Customer Service in the incident and exception management resolution
Creates, builds and maintains excellent relationships with key suppliers both internal and external
Continuously monitors supplier performance and develops improvement plan when required
Identifies training needs and opportunities to develop a highly skilled functional department
Creates, builds and maintains relationships with other internal functions (e.g. Capacity)
Acts as subject matter expert for ad hoc operational questions with regards to accounts which are being serviced
Ensures that proper implementation of customer has been conducted before Operations is starting regular business service
Interacts with Customer Service, Operations, Product, and Global Service Centers, if required
Acts as subject matter expert for Pharma/Perishable (Thermonet) product
Drives Continuous Improvement in Process Flows for Air Product as well as with the Warehouse and Dispatch work streams.
Able to work with and motivate a Unionized Workforce be properly adhering to Collective Bargaining Agreement
Other duties as required
Skills / Qualifications
Extensive knowledge of AFR Operations and Customer Service
High Level Leadership Skills (communication, motivation and interpersonal skills)
Demonstrates strong communication capabilities
Easily capable of making well informed decisions
BS/BA degree preferred
8+ years Freight Forwarding experience
5+ years of supervisory or management experience.
Strong Microsoft Office skills (Outlook, Word, Excel, and Power Point)
We are proud of our history and what we have created, a global market leader with 30,000 passionate employees. Our aspiration is to become the undisputed leader in our industry, when people think of forwarding; we want them to think DGF, because we have:
The largest global network with more than ~30,000 passionate employees
The most efficient processes and fastest response times
The best solutions and best customer service
Our Vision: The Logistics Company for the World Our Mission: Excellence. Simply Delivered. Our Purpose: We connect people, improving their lives. Our Values: Respect & Results Our Goals: Employer, Provider, and Investment of Choice, Living Responsibility
