Vacancies at DHL

Role Context

• Deliver full responsibilities of duty and cash Processes and support in investigating and resolve duty and cash account customer queries, in an accurate, professional and timely matter.
• Build and maintain an excellent partnership with stakeholders in order to deliver effectively and efficiently;
• Maintain accurate and detailed cash reconciliations for the cash ledger;
• Ensure cash accounts are in line with global policy

Key Responsibilities

Cash Customer satisfaction & Query Handling

• To ensure customer queries are attended promptly in line with set standards with dedicated attention on inbound calls and emails.
• To provide professional and qualitative customer service in line with set DHL standards.
• To promptly and accurately log all queries with Kenya query team and operations.
• To manage and take ownership of the full customer escalation process until resolved.
• To act as contact for all billing related queries on cash and duty accounts.

Cash and duty Reconciliation process & Accounting

• Prepared weekly cash reconciliation report to be shared with stakeholders, for operations, retails to follow up on outstanding payments
• Perform Daily cash reconciliation and clearing transactions.
• Following up on outstanding queries and items on the cash and duty account.
• Liaise with Gateway Customer Service department in payment confirmation and approvals before shipments are releases, also to perform PY check poin

Refunds

• Ensure to undertake in-depth analysis of overpayment through proactive refund process to safeguard company from any potential loss on refunds
• Manage and process all Refund identified during reconciliation process
• Liaise with RTR advisor to contact customers for refunds on over payments or duplicate payments.

Adhoc support

• To carry out Adhoc duties as required.
• Manage the unapplied and unallocated cash within the set Order To Cash targets
• Involved in management of country Cash Administration Application (CAA).

Operational and record keeping

• Responsible for work processes that affect the success of own role and contribute to the overall performance of the department.
• Maintaining strong internal control for payment collections at DHL Express service points and DHL Express agents across the country. Ensure timely collection and reconciliation of duty and cash accounts
• Manage the bank process such as cheque deposits, pulling of statements, handling bank queries
• Oversee the posting of all duty cash and cash shipments through CAA to SAP and handle all ERP integration challenges andParticipate in company required audits.
• Ensure that the inputs for the monthly reports are prepared timely.
• Managing The CAA Dashboard to ensure nil activity >1 day
• DOAG) and stored in the shared drive.Delegation of authority Guideline (Ensure all approvals are obtained as per 
• Keep manager up to date on progress and issues.
• Identify areas of risk and issues. Escalate to appropriate channel when necessary to avoid delays and ensure issues are resolved.
• Ensure timely responses to internal and externalcustomers.

Accounting

• Review BS reconciliations and clear all aged items.
• Ensure correct GL allocations for all entries made.
• Support with Month end task includes:
• Assist with clearing the refund GL and Prepare and send journals to SSC for posting during month end including write off and write up journals

BusinessImprovement

• Identify process delays / performance failures, identify root causes and work with supervisor to define corrective actions. Monitor implementation from start to end to ensure resolution.
• Provide support with implementation of systems/tools to automate and improve resource utilization, efficiency, controls and compliance.

Internal ReportingInternal Reporting

• Ensure timeous submission of all reports (note specific reports)

Audit and Compliance

• Provide supporting evidence for CRISP controls and ensure controls are performed adequately and Provide support during the external audit process.

Experience required

• Competent user of the Microsoft Office Suite.
• Good telephone etiquette and Good communication skills Highly customer focus and service orientated
• Goal and deadline driven.
• High Level of integrity.
• Willingness to learn and adapt their experience to a dynamic environment.
• Ability to manage and work in a team.
• Demonstrates basic knowledge of a technical or specialty in the area.
• Readily learns and applies new information/concepts in area of practice.
• 1 to 3 years’ experience in finance accounting field, preferable in Logistics. DHL experience advantageous
• Experience with Oracle/SAP/SUN or related ERP systems

Expected Qualifications

• Degree in , finance or business administration from a recognized Institution.
• Professional CPA 2/ACCA level 2

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Role Purpose

Support the inbound clearance and the export process and facilitate the customs clearance paperwork within established standards and transit times.

Role Profile

Impact

• Responsible for work processes that affect the success of own role and contribute to the overall performance of the department.

Problem Complexity /Process

• Ensure timely customs clearance of material into the Gateway.
• Ensure the accurate and on time preparation of import and export Customs declarations
• Ensure that customer databases are maintained.
• Resolve specific disputes or provide advice on technical issues with customers.
• Maintain a thorough knowledge of Customs practices and procedures
• Complete and manage inventory of all on-hold shipments

Customer / Stakeholder

• Maintain regular contact with customers in relation to held shipments
• Assist consignees in clearance of sensitive or restricted shipments
• Support the supervisor with the practical experience and knowledge In daily activities.
• Liaise with customs officials on specific duties payable and problem shipments.
• Comply with the regulatory policy and rules

Autonomy

• The jobholder has authority for all decisions during processing and clearance of shipments to ensure smooth flow of operation within Gateway facility. ▪ Timely report issues to be raised to the higher level to get the appropriate support.Work under general supervision with regular review and guidance from a supervisor. Refer complex and unusual problems to supervisor.

People Management

• n/a

ROLE REQUIREMENTS

• 1-3 years of experience in area of responsibility. Intermediate service, production, or support role having greater responsibility to perform all (or most) of the standard work within the function. Demonstrates basic knowledge of a technical or specialty area. Readily learns and applies new information/concepts in area of practice.
• Exhibits an exceptional degree of ingenuity, creativity, resourcefulness and empathy. Analyzes and resolves complex cross-functional issues.
• Well-developed relationship skills and ability to network with multiple levels of an organization and other business units.
• Typically requires BS/BA in related discipline and/or 10-15 years of experience in Ocean Freight Forwarding / Ocean carriers / high volume retailers with Ocean Freight business in the area of transportation, logistics or supply chain.