Import Operations & Customer Service Leader

Danzas Corporation; Bologna; On-site; EUR 45,000 - 65,000; Full time

Job summary

DHL Global Forwarding Italy seeks an AFR Import OPS/CS Team Leader for Bentivoglio (BO). You will coordinate AFR Import operations, lead the team, and ensure service delivery aligned with customer requirements and KPIs.

You will coach staff, manage resources, monitor performance and collaborate with internal functions to ensure compliant, efficient shipments and strong customer relationships.

Qualifications

• Bachelor’s Degree or equivalent experience/qualification.
• Excellent knowledge of DGF Organization, AFR Product and DGF services.
• Excellent analytical skills.
• Good management skills (team engagement, processes, leadership, workflows, business strategy, influencing, Feedback, Presentation, Facilitation, Negotiation).
• Good knowledge of English.

Responsibilities

• Coordinate and oversee AFR Import operations, ensuring service delivery for internal and external customers in line with customer requirements, operational excellence standards, regulatory compliance and business objectives.
• Lead, coach and develop the team, fostering employee engagement, accountability, continuous improvement and achievement of operational, service and productivity KPIs.
• Monitor day-to-day operations, allocate resources effectively, prioritize workloads and ensure compliance with agreed service levels, schedules and performance targets.
• Ensure effective management of customer requirements, complex shipments and supply chain activities, proactively addressing operational issues, customer escalations and service disruptions.
• Act as first point of escalation for customers, suppliers and network-related issues, ensuring timely resolution and appropriate escalation when required.
• Drive productivity, profitability and operational efficiency through analysis of performance indicators and process optimization.
• Build and maintain strong relationships with customers, conduct regular customer reviews, promote customer retention and identify opportunities for business growth.
• Monitor customer feedback and service performance, promoting a customer-centric culture and implementing continuous improvement initiatives.
• Define, implement and maintain operational standards, procedures and best practices, ensuring adherence to compliance requirements and consistent execution of shipments.

Skills

Analytical skills

Leadership

People management

Negotiation

Education

Bachelor’s Degree

Job description

DHL Global Forwarding Italy seeks an AFR Import OPS/CS Team Leader for Bentivoglio (BO). You will coordinate AFR Import operations, lead the team, and ensure service delivery aligned with customer requirements and KPIs.

You will coach staff, manage resources, monitor performance and collaborate with internal functions to ensure compliant, efficient shipments and strong customer relationships.