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Job Title

Courier Operations Clerk (REF: BH-COC-Jan2018)


London Heathrow - Harmondsworth


Job Title - Courier Operations Clerk
Line Manager - Export Operations Manager
Department - Courier Operations
Location - LHR
Direct Reports - N/A
Conditions - Full time M-F (40 hours)

Key Relationships
External - Customers & Suppliers
Internal - Customer Solutions, UK Operations, Overseas Offices, Finance, Transport & Warehouse Team
To work within the Courier Operations team, to complete shipments from start to finish ensuring excellent customer service at all times.

Main Role Accountabilities
1. Compliance 

  • Ensure Courier processes are completed in compliance with AEO regulations and procedures including:
  • B&H Worldwide company ISO 2015 QMS requirements (swift and accurate completion of shipments working within the parameters of the AEO operating procedures and UK customs law.)
  • aviation security, dangerous goods and international shipping.
  • Adhere to C.A.A security requirements, report any non-conformance that is identified.

2. Operations

  • Arrange shipments as per customer instructions following customer SOP and liaise with Overseas offices and relevant other B&H departments to meet required deadline and KPI set by customer.
  • Respond to Customer requests within a timely fashion and in a positive and polite manner.
  • Ensure all shipments are placed within the B&H Worldwide system.
  • Manage the necessary documentation and online forms for the efficient, cost-effective and lawful execution of all Courier activities, e.g. Manifests, Waybills, HMRC documentation, POD Reports.
  • Arrange collections and liaise with Warehouse and Transport Department for distribution of Courier collections and deliveries. 
  • Provide "collection/delivery notes" and or notification "in writing" of all relevant instructions. 
  • Liaise with suppliers as necessary regarding cost and service issues.
  • Investigate and implement the most cost-effective dispatch of each shipment in accordance with the customers' instructions.
  • Negotiate cost effective practice with authorized sub-contractors.
  • Ensure the courier bay in the warehouse is kept clean and tidy at all times.
  • Monitor shipments and update all tracking information in B&H Worldwide systems daily.
  • Label up shipments correctly in warehouse prior to dispatch.
  • Handle Warehouse Inventory dispatches within the specified deadlines.
  • Ensure each file is closed down and filed away in a timely fashion with all supporting paperwork contained within.
  • Identify areas to maximise profitability by proactive file management.
  • Identify smarter ways or working to increase efficiency.

3. Customer Focus

  • Maintain and develop customer relationships alongside any other relevant departments.
  • Understand individual customer needs and requirements.
  • Communicate quickly and professionally to customers any changes that affect their business e.g. delays, emergency measures etc.

4. Measurement

  • To follow B&H Worldwide company Processes and Standard operating procedures ensuring company KPIs are met.
  • Proactively manage operational files through agreed KPIs. This will include:
  • Files to be invoiced within agreed KPI (5 Days).
  • Correct costs from suppliers added during the live operation of the job.
  • Correct customer tariff reducing customer invoice queries.
  • Shipment delivered to customer agreed KPI.

5. Accounting

  • Ensuring all billing is carried out within a timely fashion (KPI is 5 days) monitoring and ensuring correct input of purchase costs into the system enabling accurate billing and profit reporting.
  • Liaise with overseas offices, partners and vendors ensuring correct costs are received.
  • Monitor invoicing against the agreed costs and highlight to Manager any areas for loss.
  • Checking off/authorizing purchase invoices against job file in system.
  • Identify errors as a result of invoice queries from finance.
  • Resolve errors and ensure that they are not repeated.
  • Ensure all purchase invoices are returned to accounts within 24 hours.

6. Quotations

  • Ensure quotations are responded to in a timely fashion dependent on customer requirements (KPI is 30 minutes).
  • Complete all quotations through BoxTop, follow up and when customer gives the green light converted into a live job.
  • Understands customer requirements for completing quotations and ensure team is working to these standards.

7. Personal Compliance

  • Be aware of the standards expected in respect of the job, attendance, time keeping and behaviour and the standards set out in the handbook and the HR Policy Manual.
  • Adhere to the company Health and Safety Policy.

8. Personal Development

  • Complete annual appraisals in line with B&H standards with Line Manager.
  • Ensure an active PDP is in place.
  • Ensure all mandatory training is completed within the required time frames and refresher courses are completed are completed prior to expiry date.
  • Highlight any areas or needs for training with line manager.

Personal Attributes

  • Customer focussed with excellent attention to detail.
  • A sound knowledge of Courier processes.
  • Excellent customer service skills.

Key Skills and Attributes

  • Work pro-actively using own initiative.
  • Proven communication skills both written and verbal.
  • Previous experience dealing with varied customer base and building strong relationships.
  • Ability to consider several possible options and decide on most appropriate method.
  • Possess appropriate IT skills.
  • Excellent process and planning skills.
  • Strong commercial awareness, understands impact of actions.

Qualifications and Experience

  • Proven industry experience.
  • Sound knowledge of Word, PP, Excel an advantage.

Interested? Scroll down to complete our application form.

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