CV2 ACS Operations Supervisor (L2, 2nd Shift)

ACS Operations Supervisor

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DHL Express currently has an opening for an ACS Operations Supervisor at our Erlanger, KY CVG HUB Facility. Summary

This position is part of the US Cargo division of DHL Aviation Air Capacity Sales (ACS) which is an organization that sells excess air network capacity to freight forwarders. The US ACS group is a high growth unit, with revenue tripling in the last three years to nearly $120 million. ACS is a key contributor to the success of DHL Express, as the ACS proceeds translate to reduced airline transport cost for Express.

This position will be based at the DHL CFS facility which is near Cincinnati Airport, called "CV2". The ACS service organization is a "virtual" organization, so the management team must be comfortable running an operation using internal and external suppliers. The criteria used to evaluate success will be transit performance, build up density, capacity utilization, and operational unit costs.

Customer (Internal): Given that most of the Ops staff is "virtual", the person in this role will routinely partner with management outside the ACS organization in order to deliver the ACS service requirements. The candidate must be highly credible, persuasive, and comfortable in presenting strategy and leading a group of peers.

Customer (External): Regularly interacts with Shippers, Freight Forwarders and Airlines to resolve service issues. The ability to be calming, compassionate, and action oriented is very important in order to support customers, during a service problem.

Primary Duties:

Responsible for establishing and maintaining operating procedures and performance at the CV2 facility; providing exceptional service, meeting the appropriate service level targets, supporting contractual agreements, ensuring and analyzing service delivery performance, leveraging ACS tools and technology, and driving improved performance at reduced unit costs.

Key Accountabilities:

• Provides guidelines to a cargo operation and warehouse management to ensure handling operations are consistent with the group business strategy.
• Monitors quality and adherence to IATA and Global ACS standards and is responsible for constant improvement and optimization of products, density, build and service.
• Develops a high performance, service-oriented Cargo culture within the warehouse.

People Management:

Success in this role is dependent on delivering results managing third party handlers and SGHA contract. As a result, the person in this role must be exceptionally skillful in managing the performance of people; controlling the service level agreements and implementing Standard Operating Procedures.

Process:

Implements the ACS service policies and procedures, works with 3PH; DHL Express counterparts and Global ACS contacts to establish SOP's and SLA's, is responsible for the measurement and achievement of service targets, and is responsible to implement a data driven approach in driving continuous improvement in all service levels.

Technology Support ACS systems. Educate US ACS users on how to leverage Cognos, TGV, PTGV, OCNT and CMS. Operations Reviews daily service performance. Identifies shortfalls and assists Operations on immediate and long term recovery contingencies. (E.g. station staffing issues, Import Customs delay, lost Export documentation, shipment misroutes, etc...). Customer management Personally handles escalated complaints from key account management. Build Planning Work with Capacity Management, Network Operations, Network Planning, Load Control and ground handling operations to ensure ACS capacity is utilized as planned. Work with CFS management team to improve Unit Load Device utilization in order to maximize ACS revenue opportunities. Analysis and Quality Improvement Support GSOP; data, metrics, and analytical capabilities needed to measure and improve service performance and reduce unit costs. Focus areas include:

o Connectivity

o Regulatory & Security, Scanning & Check-point compliance

o Flown as booked / Splits reduction / Service quality / Performance management

• Capacity utilization analysis of ACS capacity utilization, overnight vs second day splits, overbooking, etc... for purposes of creating incremental revenue opportunities

Qualifications - Internal

• Skill & Qualifications:
• Proficient in Microsoft (Excel, Word, Outlook, Power Point), database and web-based applications
• Highly competent compiling and analyzing data in Excel and being able to perform analysis and draw insights. Access, VB, etc. a plus.
• Ability to work within a team environment with competing viewpoints/objectives.
• Strong verbal and written communication skills - must be adept at presenting ideas and concepts to groups in both formal and informal settings.
• Willingness to get deeply involved in a fast-paced 24/7 logistics operation at different times of the day and in various warehouse/airport environments

Work Authorization:

DHL Express USA will only employ those who are legally authorized to work in the United States. This is not a position for which visa sponsorship will be provided. Individuals who need sponsorship for work authorization, now or in the future, are not eligible for hire for this role.

DHL is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.