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操作员-HIC Operations AgentHIC | [查看更多类似职位] |
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工作地点 |
杭州 |
发布日期 |
2008-05-03 |
工作年限 |
1年经验 |
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薪水范围 |
面议 | 学历要求 | 大专 |
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| 职位描述 |
职位类别： 交通/仓储/物流 工作地点： 杭州 发布日期： 2008-04-30 工作经验： 1-3年 最低学历： 大专 管理经验： 否 工作性质： 全职 招聘人数： 若干 职位描述/要求： Overall Role Purpose To manage undeliverable shipments in a manner that would facilitate speedy and efficient resolution of factors affecting the successful execution for delivery and processing 管理无法运送快件，并对无法运送快件采取行动，分析原因，以达到尽快运送的目地 Accountabilities Response to all tracing enquiry’s initiated by both customer and DHL station promptly, efficiently and courteously, utilizing available computer systems and observing standard tracing procedures 运用DHL的查询系统，并遵循网络标准查询流程，对来自客户及DHL分公司的查询提供及时，有效，有礼貌的回复 Provide a tracing service for customers and DHL stations for any Undeliverable consignments. Ensure all customer complaints are dealt with both speedily and satisfactorily in accordance with DHL service standard 向客户及分公司提供无法派送件的查询服务，依据DHL服务标准妥善处理客户的投诉 Monitor deliveries to consignees or returns to shippers 对于再次派送给收件人的或返还给发件人的快件进行监控 Complete all necessary documentation, maintain accurate records of all undeliverable and assist in the compilation of undeliverable reports. Alert SCM / Supervisor on recurring failures in deliveries so that the corrective action may be taken to avoid future problems. Keep Sales Department informed of dissatisfied customers and service failures and to maintain accurate files 完成相关文档的存档工作，并对所有无法派送的快件的信息及我们所做的尝试派送的行为做完整记录。对于经常发生的一些派送失败信息，要及时提供给服务中心主管，以避免未来的派送失败。要向销售部提供服务失败及客户不满名单，并负责维护正确的信息 Prevent escalation of complaints into claims by working with the customer in a manner ensuring continuity of a positive business relationship with DHL. Advise customers of other DHL services where appropriate and inform them of any irregularities, i.e. bad address, incomplete pro-forma invoices, in order to pre-empt future problems. Provide satisfactory explanation to customer and take remedial action where necessary 与客户保持良好的关系，以避免不满升级成投诉。为避免未来的服务失败，要对客户进行相应的业务指导。如派送地址不详，形式发票不完整等。必要时，向客户提供满意的解释并采取补救措施 Make special delivery arrangements for both incoming and outgoing shipments 对于一些进出口快件安排特殊的运送流程 Redirect or intercept shipments for customers 应客户要求对一些快件安排改址派送服务或截止服务 Disposal of shipments per DHL standard procedures 按照DHL的标准流程处理销毁一些快件 Liaise with customer and origin stations on disposal of such shipments 和始发地DHL及客户联系，以妥善处理无法派送件 Process outbound rejections 处理无法出口快件 Incumbent has no direct reports and authority over country line and functional personnel. Nevertheless he/she must be able to demonstrate ability to influence decisions/actions through provision of value-added inputs into the organisation’s business processes 该职位无直接下属机构和向其汇报人员，但是他/她必须证明其能够影响决策/行动 Skills / Qualifications Skills技能要求 Knowledge of DHL operations, systems, products, services and procedures 熟悉DHL的作业流程，操作系统，产品服务等 Good knowledge and understanding of various countries’ customs requirement 熟悉各国海关的进出口要求 Good interpersonal and communication skills 出色的沟通及良好的人际关系 PC knowledge including MS Excel, MS Word and all DHL software 熟悉MS EXCEL， MS WORD 及所有的DHL操作系统 At least 2 years of Customer Service experience (preferred) 具有2年以上的客户服务工作经验者（优先） College graduated, or above 大专或以上学历 联系方式： 有意者请将简历发送至： hghhr@dhl.com .
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