Import Operator
DHL · Matraville
Hillebrand Gori - a company of DHL Global Forwarding
Hillebrand Gori is the Beers, Wines, and Spirits (BWS) Powerhouse within the freight forwarding division of Deutsche Post DHL. Hillebrand was founded as a family business in 1844 and was acquired by Deutsche Post DHL in March 2022.
Hillebrand Gori people love what they do. Our people are passionate about logistics and the commodities we ship. We understand how much the logistics process matters to our customers, so we work with them as partners.
We currently have a vacancy for an Import Operator to join us at our Matraville office. Sitting in the Operations team, the Import Operator is responsible for managing import shipments from order creation through to final delivery. The role ensures shipments are handled accurately, efficiently and in line with company, customer and regulatory requirements.
This is a senior operational role requiring at least five years of freight forwarding experience, with strong hands-on import operations knowledge. Import expertise is the main requirement, while export operations knowledge is preferred. The successful candidate must be able to work independently, think practically in challenging situations and take ownership of customer and operational issues.
Key Responsibilities
Import Operations
- Manage import shipments from order creation through customs clearance and final delivery.
- Create and update orders accurately and within the required timeframes.
- Coordinate with customers, overseas offices and agents, suppliers, shipping lines, customs brokers, transport providers, warehouses and depots.
- Monitor shipments throughout the import cycle and proactively follow up on delays, transhipments and other potential issues.
- Ensure shipping and import documentation is complete, accurate and meets customer and regulatory requirements.
- Coordinate customs clearance and delivery arrangements, including urgent and high-priority shipments.
- Maintain accurate and timely shipment information in FLOW, the company’s in-house operating system, and complete all required daily diary activities.
- Follow company operating procedures, routing requirements and service standards.
Customer Service and Engagement
- Provide customers with regular and proactive shipment updates, including status reports where required.
- Respond to customer enquiries promptly and professionally and take ownership of issues through to resolution.
- Participate in customer calls and visit customers with the Operations Manager and Sales team when required.
- Build strong customer relationships and contribute operational knowledge during customer discussions and service reviews.
- Communicate potential risks, delays and solutions clearly to customers and relevant internal teams.
Problem Solving and Risk Management
- Apply practical thinking and sound judgement when managing challenging or time-sensitive operational situations.
- Identify risks early and take practical action to prevent or reduce customer and operational impact.
- Investigate and resolve complex shipment, documentation, clearance, delivery and billing issues.
- Escalate significant risks or issues to the Team Leader or Operations Manager with clear facts and recommended actions.
- Remain calm, organised and solutions-focused when priorities change or multiple urgent matters arise.
Financial Management
- Complete customer invoicing accurately and within the required timeframes.
- Ensure charges are in line with customer quotations, supplier costs and company requirements.
- Review the financial position of each file before submitting it for approval.
- Identify cost or margin variances and raise them before file approval.
- Check and approve or dispute supplier invoices and enter estimated costs when invoices are outstanding.
- Support resolution of billing disputes and month-end financial file requirements.
Senior-Level Team Support
- Independently manage an assigned portfolio of customers and shipments.
- Use experience and judgement to support the team with operational questions and complex cases.
- Share operational knowledge and good practices with less experienced team members.
- Support the Team Leader and Operations Manager with operational priorities, escalations and workload coverage.
- Contribute to process improvements that strengthen service quality, accuracy and efficiency.
Experience and Skills
Essential
- Minimum five years of freight forwarding experience.
- Strong hands-on experience in import operations and previous experience working for a freight forwarder.
- Strong knowledge of the end-to-end import/export process, including shipping documentation, customs clearance and final delivery.
- Experience working with customers, shipping lines, customs brokers, transport providers, warehouses and overseas offices or agents.
- Strong customer service, communication, organisation and time-management skills.
- Practical problem-solving ability and the confidence to make sound decisions in challenging situations.
- Ability to manage multiple priorities, work independently and maintain strong attention to detail.
- Ability and willingness to participate in customer calls and visits with the Operations Manager and Sales team.
Key Relationships
| Internal | External |
| Operations Team Leader Global Service Centers | Customers / Importers |
Additional Responsibilities
The employee may be required to perform other reasonable duties assigned by the Team Leader or Operations Manager. Responsibilities may be updated in line with operational and business needs.