Ground Operations Supervisor - Jordanian Only

1. JOB PURPOSE

The Ground Operations Supervisor is responsible for overseeing daily ground operations ensuring the efficient handling sorting and dispatch of shipments within DHL Jordan The role focuses on operational efficiency staff supervision and delivering exceptional service to meet company standards and customer expectations..

2. PRINCIPAL ACCOUNTABILITIES

Supervision of Ground Operations:

• Lead and manage the team responsible for shipment handling ensuring all inbound and outbound activities are executed on time and within DHLs operational standards.

Operational Efficiency:

• Oversee the coordination of shipments ensuring timely deliveries and pickups according to daily targets and KPIs.
• Optimize operational processes to reduce delays and improve overall service quality.

Compliance & Safety:

• Ensure strict adherence to DHLs safety guidelines and regulatory requirements including customs procedures security protocols and local traffic laws.

Team Leadership & Development:

• Train coach and monitor staff to ensure high levels of performance and engagement.
• Conduct regular performance reviews and support career development within the team.

Customer Service Focus:

• Foster strong relationships with internal and external customers by addressing issues promptly and ensuring smooth communication.
• Ensure that all customer queries and complaints are resolved effectively and in line with DHLs service excellence standards.

Data Management & Reporting:

• Ensure accurate and timely data entry tracking of shipments and reporting to management providing insights into operational performance.

Vehicle and Equipment Management:

• Ensure that all vehicles and equipment used in ground operations are maintained to the highest standards ensuring safety and reliability.

3. NATURE AND SCOPE

a) Context:
The Ground Operations Supervisor plays a critical role in ensuring the smooth flow of shipments representing DHLs brand and service quality to customers. Effective ground operations are vital to customer satisfaction and business growth.

b) Reporting Relationships:
Reports to the Operations Director.

c) Contacts:

• Internal:
• Operations Managers
• Customer Service Teams
• Finance Department
• Sales Department
• External:
• DHLs Customers
• Regulatory Authorities

d) Problem Solving:

• Resolve operational challenges related to shipment delays staffing issues and compliance concerns.

e) Decision Making:

• Make realtime decisions to optimize route planning team assignments and customer service.

f) Planning and Organization:

• Ensure effective scheduling of ground operations activities to meet daily delivery and pickup targets.

g) Job Challenge:

• Balancing operational efficiency with highquality service delivery during peak times or unforeseen delays.

4. KNOWLEDGE SKILLS AND EXPERIENCE

Proven experience in logistics or supply chain operations with supervisory experience preferred.

Excellent communication skills in English (knowledge of Arabic is advantageous).

Strong leadership and team management abilities.

Ability to work under pressure and meet tight deadlines.

Good organizational and problemsolving skills.

Knowledge of customs regulations and local traffic laws.

Valid driving license.

5. DIMENSIONS

The volume of shipments handled varies daily depending on business needs and customer demand.