Operations, Oil & Gas

DSV is truly a global player offering services worldwide and operating in more than 90 countries and over 75,000 employees, we thrive within an international network of partners and agents. Every day, we aim to open many opportunities for you to develop your career on an international scale, promoting customers first, best performance & true collaboration – we are One DSV!

The Operations, Oil & Gas role provides critical support to the Management and handling of day-to-day operational requirements of export shipments is carried out effectively and efficiently. As an operation employee, you can work with direction given, raise concerns and adhere to all deadlines provided. The person should have strong customer service and communication skills and take ownership of issues while providing resolution to clients.

Reporting Line:

Report to: Manager Oil & Gas

Location: Dubai, UAE

Detailed Responsibilities:

Customer Service:

• Build and maintain strong relationships with customers through regular meetings/team meetings/phone calls
• Execute specific customer defined functions for all modes of transport / import & export.
• Monitor customer behavior in terms of business and support and relay relevant information.
• Monitor operational performance, contribute to client retention, and initiate improvement plans.
• Ensure that all job files are maintained for assigned customers.
• Respond to customer emails within a maximum of 1 hour and acknowledge all incoming emails.
• Resolve issues related to cargo shortage, damage, and claims, escalating them as necessary.
• Maintain and update SOPs for all assigned customers.
• Maintain and report department KPIs to management as required.
• Ensure adherence to DSV policies and other compliance requirements.

Operations

• Receive and send pre-alerts at least 24 hours prior to shipment arrival/departure, receive and process routing orders and bookings from customers, network, and sales
• Initiate bookings to airlines/carriers and co-loaders as per routing guides and rate cards.
• Prepare and release AWB/BOL to customers.
• Monitor ATA/ETA with airlines/carrier, handling agents, and DNATA, ensuring freight arrives as scheduled and update customers.
• Coordinate with clients for freight clearance instructions and ensure correct documentation for customs clearance.
• Coordinate with origin/destination station and customer support to address discrepancies on shipping documents.
• Track and report shipment status to customers regularly.
• Coordinate with clearance and delivery teams for the collection of delivery orders from Airlines/Dnata/EK/shipping lines
• Manage document receipt, vetting

Invoicing

• Ensure accurate invoicing is done on a timely, daily basis within 3 days of shipment completion and all supporting documents are attached with the invoices, as per the client requirements.
• Ensure billing is 100% accurate and timely submission
• Ensure timely resolution of any discrepancy in invoicing.
• Credit note to be strictly avoided, an approval should be obtained from the operations manager prior to issuing any credit note.
• Ensure invoicing delay is communicated with Data Quality and ensure operations manager is aware of any discrepancy.

Communication:

• Internal – Sea & Air Freight Products/procurement, Customs team, Commercial and Key Account Teams, DSV network offices, Operations and customs team, warehouse teams and finance teams
• External –Clients, Shipping lines, Airlines, DNATA & other DSV vendors

Working Conditions:

• Working conditions, hereunder hours and requirements, may be above normal office requirements.
• Work may require occasional weekend and/or evening working hours (as needed)
• You will be working in an international environment being a part of one of the world’s most profitable freight forwarding companies.
• You will at the same time get the opportunity to and be encouraged to set your individual footprint on UAE branches in regard to activity and development of same.
• You will be working in a performance driven culture, where your individual achievements will be recognized and directly affecting your personal development, career, rewards and future opportunities.

Qualifications & Characteristics:

• Experience of 5 years working in operations role within freight forwarding industry.
• Experience of working with CW1 is an advantage
• Bachelor’s degree
• Experience in air, sea and road transport
• Knowledge of customs requirements for inspections in Jebel Ali and DWC.
• Good communication, influencing and organization skills.
• Must be able to take ownership of problems and provide solutions to clients in a timely manner.
• Ability to handle customer complaints effectively and professionally within a timely manner
• Excellent team player and support team as and when required.
• Ability to define requirements, analyse facts, and determine relevant solutions/actions to be taken.
• Ability to meet deadlines and work under pressure.