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Name:
DHL EXPRESS BULGARIA EOOD

Address:
10, Prodan Tarakchiev str.
1528
Sofia
Bulgaria

Phone:
+359 700 17 700

E-mail:
Marketing.bg@dhl.com

WWW:
www.dhl.bg

Company management:
Snezhina Kazakova | Branch Manager DHL Express Bulgaria

The company boasts with its network of over 6,000 offices worldwide and with the possession of own airline with over 260 airplanes. With the help of their business partners Mercedes /which provides cars and trucks/, Airbus and Boeing, DHL ensures one of the most rapid and quality shipping services worldwide. Approximately 1 million parcels are delivered by the company in various parts of the world daily.

In addition to this global coverage, the main feature of DHL is in-depth knowledge of local markets and thus its ability to meet the needs of local consumers. The company has created a global network covering 220 countries worldwide with a total of over 150 000 employees.

History of DHL Express Bulgaria

DHL started its work in Bulgaria through a representative in the early 1985, but officially it stepped onto Bulgarian market in 1991 when it was founded as a trading company with 100 percent foreign capital. This in turn required setting of high level international standards of customer service. Nowadays, when the company celebrates its 20^th Anniversary, the highest international quality is well recognized.

The company started with a staff of only 15 people and two offices, but gradually grew and expanded its business - first in the larger cities, and then in smaller cities and villages, creating a network of 48 offices that covers the whole territory of Bulgaria. Currently the staff consists of over 350 people and the company is managed by three managers – one for Freight and Solutions Division and 2 for Express Division. We are talking with one of DHL Express Managers, Mrs. Snezhina Kazakova who explains: "The basic principle of company management is consensus rather than an order", thus placing good teamwork as a primary basis of management.

In 2003, DHL Express Bulgaria became part of Deutsche Post (as the rest of the global company), which was reflected on the well-known DHL logo changing white background with yellow. During the economic crisis, affecting the business in Bulgaria as well, the company’s global cost-cutting policy and the consensus between management and employees helped DHL to overcome this difficult period and gain market share.

Services Offered By DHL Express Bulgaria

Ms. Kazakova lists some of the basic services offered by the company, namely "international air shipping, international land transportation, as well as domestic shipping.” She adds, “In addition, we offer Import Express services, where the entire process is controlled by the receiver and payer in Bulgaria. We also offer direct shipping services between two countries outside of Bulgaria, for example between the Czech Republic and Germany, where payment is made in Bulgaria. This service reduces the time and customer’s costs, since there is no need for the parcel to be delivered in Bulgaria first and then go to the third country. "

Virtually there is no size or weight limits for the shipments, as the company airplane is the biggest cargo plane that lands at Sofia Airport and its capacity reaches 30 tons.

Among the important and specific services of the company is servicing the hospitals, which includes temperature-sensitive medical parcels with or without dry ice, electronic equipment for the automotive companies worldwide, textile samples and many documents – invoices, bills of lading, contracts, catalogues, etc.

The shipping volume daily generated by DHL Bulgaria in the form of import/export is about 15-20 tons. Between 5 and 7 tons of these are sent abroad by the company’s airplane and other 10-13 tons are imported in Bulgaria every day.
 

Benefits Over The Competition

In 2008, DHL Express Bulgaria obtained a certificate of Authorized Economic Operator from the National Customs Agency, which put the company at the forefront among logistics companies in Bulgaria. With its two certificates (ISO 9001:2008 and ISO 14001), DHL became the undisputed leader in international express deliveries in the country, thanks to the higher shipments’ reliability, offering of more services than their competitors and fast customs procedures.

Another advantage of the company, contributing to the quality customer service, is the presence of a unified computer system, which helps shortening the time for data processing and delivery. It gives visibility for all shipments during the entire process and enables easy and user-friendly invoicing.

The speed of company development in recent years „is measured by two-digit numbers, which requires hiring of larger offices and new personnel. Priority objective of the DHL Company is increasing of market share in the international express services. The company also strives to reach and attract new customers, especially newly established firms in Bulgaria, who may benefit from various services and high quality the company offers."

Customers’ Feedback

According to a recent survey, 97 percent of Bulgarians recognize DHL brand and the customer satisfaction of its services reached 92 out of 100 points in 2010. Among the criteria evaluated by the customers as Top Important were the quality of delivery, the ability to track parcels and ease of booking. Secondary indicators were invoicing and electronic applications for shipping control.

Mrs. Kazakova shares the main reason of company’s success: "It is all due to the employees who are dedicated and motivated. We work as a team. The basic principle that the company follows is the "Can Do Spirit", which means that nothing is impossible for us, we do everything to serve the customer best!"

Teodora Atanasova

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