About this role
IT’S NOT JUST AN OPPORTUNITY TO GET ON THE CAREER LADDER.
IT’S AN OPPORTUNITY TO HELP THE WORLD GET ON TOGETHER
Why do people call us the world’s most international company? Is it because we operate in more countries than any other logistics provider? Is it because we invented cross border shipping over 45 years ago? Or is it, perhaps, because what we do connects people across the world. And the more we can connect with people, the better life on earth becomes. We love our role in the world. And we are looking for the right people to help us maintain – and grow it. People like you.
Join the DHL Express Rwanda Team as Undeliverable Agent! Report to: Operation Supervisor
Why You will Love This Role At DHL Express, we are not just delivering parcels, we are delivering smiles, speed, and world-class experiences. As Undeliverable Agent, you will support managing shipments that cannot be delivered as planned by promptly identifying the reason for non-delivery, updating shipment records, contacting customers or relevant stakeholders, and coordinating the appropriate next action. The role supports timely resolution, accurate shipment visibility, service-quality standards, and compliance with operational procedures and security requirements.
What You will Do • Review undelivered shipments and exception scans to confirm the reason for non-delivery and required next action. • Ensure every undeliverable shipment is correctly scanned, labelled, secured, and placed in the designated holding area. • Contact the shipper, receiver, courier, service point, or relevant internal team to obtain complete and accurate delivery instructions. • Update shipment systems and operational records promptly, including contact attempts, delivery instructions, commitments, and final disposition. • Coordinate re-delivery, customer collection, address correction, return to origin, transfer, or other approved disposition in line with applicable procedures. • Priorities time-sensitive, high-value, regulated, damaged, misrouted, or otherwise sensitive shipments and escalate exceptions without delay. • Monitor aging shipments and follow outstanding actions to prevent avoidable delays, storage issues, service failures, or shipment loss. • Reconcile physical shipments against system records and report discrepancies to the supervisor responsible. • Respond accurately and courteously to routine shipment enquiries, providing clear status information and realistic next steps. • Maintain confidentiality, shipment security, data accuracy, and proper handover controls throughout the resolution process. • Follow operational, safety, quality, customs, security, and customer-service procedures always. • Identify recurring causes of non-delivery and share observations that may improve delivery success and customer experience. • Handling shipment exception management and follow-up. • Supporting the shipment tracing process and coordinating with Customer Service on pending cases. • Assisting with data quality checks/Manifesting, imaging, and shipment documentation verification. • Supporting clearance and gateway teams with shipment processing activities when required. • Monitoring held shipments and ensuring prompt escalation and resolution. • Preparing operational reports and maintaining process-related records. • Providing backup support for process line activities during peak workloads, leave periods, or operational contingencies. • Supporting compliance checks and adherence to DHL operational procedures and quality standards. • Assisting with customer queries related to undeliverable or exception shipments and coordinating corrective actions.
What We are Looking For • Shipment exception handling and operational problem solving • Accurate data entry, scanning, and record management • Customer communication and telephone etiquette • Planning, prioritization, and follow-through • Attention to detail and shipment-security awareness. • Ability to work calmly within defined timelines and procedures. • Teamwork, accountability, and appropriate escalation • Working knowledge of Microsoft Office and relevant shipment systems • Bachelor’s degree from a reputable University
Why DHL? • Be part of the world’s most international company. • We invest in your career. • Diversity, inclusion, and innovation are at our core. • Competitive salary, training, and a workplace that values YOU.
We are looking forward to your application.