Export Operator

About Hillebrand Gori - A Division of DHL Global Forwarding

Hillebrand Gori, acquired by Deutsche Post DHL in March 2022 and originally founded in 1844 as a family business, specializes in the shipment of Beers, Wines, and Spirits within DHL's freight forwarding division. The team values passion for logistics and comprehends the critical nature of the logistics process from the customer's perspective, partnering closely with clients to ensure excellence.

Role Overview

We are seeking an Export Operator to join the Cased Goods team at our Adelaide location. This position involves overseeing export shipments from order receipt to final delivery, ensuring all are executed efficiently, correctly, and in compliance with company policies, customer expectations, and regulatory standards.

Responsibilities

• Manage export shipments throughout all phases including customs clearance and invoicing.
• Accurately create and update shipment orders within designated timelines.
• Collaborate with customers, overseas representatives, agents, suppliers, shipping lines, customs officials, transport providers, warehouses, and depots.
• Monitor shipments continuously and proactively address delays or issues.
• Ensure all shipping and export documentation is complete, accurate, and compliant with regulatory and customer requirements.
• Coordinate customs clearance processes, transport logistics, and packing arrangements.
• Maintain up-to-date shipment records using FLOW, the company’s proprietary operating system, completing all required daily activities.
• Adhere strictly to company procedures, routing protocols, and service level standards.
• Deliver regular, proactive updates and status reports to customers.
• Respond promptly and professionally to customer inquiries, resolving issues thoroughly.
• Participate in customer engagements alongside the Operations Manager and Sales team.
• Foster strong relationships with customers, contributing operational insights in discussions and service reviews.
• Communicate risks, delays, and solutions transparently with both customers and internal teams.
• Utilize practical judgment to navigate complex or urgent operational challenges.
• Identify and mitigate risks early to minimize impact on customers and operations.
• Investigate and resolve intricate problems related to shipments, documentation, clearance, delivery, and billing.
• Escalate significant concerns to supervisory personnel with detailed facts and proposed solutions.
• Maintain composure, focus, and effective organization when managing shifting priorities or multiple urgent issues simultaneously.
• Handle customer invoicing accurately and within the stipulated periods.
• Ensure financial charges align with customer quotations, supplier costs, and company policies.
• Review file financials before approval to detect cost or margin discrepancies.
• Verify supplier invoices, approving or disputing as appropriate, and enter estimated costs when invoices are pending.
• Assist in resolving billing disputes and support monthly financial processes.
• Manage an exclusive portfolio of customers and shipments independently.
• Leverage experience to assist the team with complex cases and operational inquiries.
• Share best practices and operational knowledge with junior team members.
• Support team leadership with priorities, escalations, and workload distribution.
• Contribute to continuous improvements in service quality, accuracy, and efficiency.

Requirements

• At least 3 years of practical freight forwarding experience.
• Demonstrated expertise in export operations within freight forwarding.
• Comprehensive understanding of the full export/import processes, including documentation, customs clearance, and transportation.
• Experience liaising with a diverse range of stakeholders such as customers, shipping lines, customs brokers, transport providers, warehouses, and international agents or offices.
• Excellent customer service, communication, organizational, and time management abilities.
• Strong problem-solving skills and confidence to make sound decisions under pressure.
• Ability to handle multiple priorities simultaneously while maintaining high attention to detail.
• Willingness and capability to engage in customer calls and visits alongside management and sales teams.

Additional Information

Key Internal Contacts: Operations Team Leader, Operations Manager, Sales and Pricing, Finance/Accounts.
Key External Contacts: Overseas offices, Global Service Centers, Customers and Suppliers, Shipping lines, Customs brokers, Transport providers, Warehouses and depots, Overseas customers and agents.

The role may include other reasonable duties assigned by management, and responsibilities could be updated according to evolving business and operational needs.