IT’S NOT JUST AN OPPORTUNITY TO GET ON THE CAREER LADDER.
IT’S AN OPPORTUNITY TO HELP THE WORLD GET ON TOGETHER
Why do people call us the world’s most international company? Is it because we operate in more countries than any other logistics provider? Is it because we invented cross border shipping over 45 years ago? Or is it, perhaps, because what we do connects people across the world. And the more we can connect people, the better life on earth becomes.
We love our role in the world. And we’re looking for the right people to help us maintain – and grow it. People like you.
Role Context
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
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 and Participate 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
Ensure all approvals are obtained as per Delegation of authority Guideline (DOAG) and stored in the shared drive.
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 external customers.
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
Business Improvement
- 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
Expected Qualifications
Core Competencies
Competency |
Required Level |
Competency Description |
Financial Technical Ability |
N and below |
· Problem Solving abilities · Excellent in SAP and excel · Strong clerical ability with attention to detail |
Making Customers More Successful |
N and upper |
· Maintains effective relationships with customers · Positively engages with customers and gains their commitment · Gains organizational alignment · Effective communication |
Driving High Performance |
N and upper |
· Establishes clear, challenging and achievable objectives · Regularly reviews and communicates progress against objectives and adjusts as needed · Champions continuous improvement and innovation · Inspires results and respect through empowerment, accountability recognition and rewards |
Developing Self |
N and upper |
· Conveys a clear sense of personal goals and values Actively seeks feedback to improve performance · Develops new skills and modifies behaviors based on feedback · Takes personal responsibility for careers and development · Conveys consistent stated personal values through his / her actions and decisions · Changes behaviors or acquires skills and experience based on feedback · Continuously develops self and stays up to date will all legislation, policies and procedures |