Job Brief
Interact with customers to provide information in response to inquiries about products and services and resolve customer problems/issues. Complete adjustments and provide customer education.
SUMMARY:
Interact with customers to provide information in response to inquiries about products and services and resolve customer problems/issues. Complete adjustments and provide customer education. Interact with sales, customer and operations to resolve mail hold issues.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Resolve customer related inquiries including, but not limited to, invoicing, rates, international proof of posting, domestic/international tracking, research and account maintenance via email and/or both inbound and outbound telephone calls.
- Assist sales representatives with customer requests.
- Provide various types of customer reports on both an ad-hoc and scheduled basis, to include savings reports and international processing reports.
- Maintain and update client information in DHLGM systems as needed.
- Act as a liaison between Company and clients regarding administrative details, such as postage balances, mailing schedules and general account status.
- Cooperate with all departments within DHLGM to resolve customer issues.
- Proactively recognize customer needs and make recommendations.
- Complete customer adjustments up to $100.
- Carry out customer Web Portal training and BOL education efforts.
- Resolve international and domestic mail hold issues.
- Supply sales team with international rates in excel format when requested.
- Responsible for achieving high service levels through effective client communication, implementation, and follow-up regarding projects and scheduled service programs.
- Promote a team environment.
- Perform other related duties as required and assigned.
REQUIRED SKILLS:
- Proficient in MS Office (Word, Excel and Outlook).
- General SAP Knowledge
- Excellent verbal and written communication skills
- Effective analytical, critical thinking, time management, teamwork, and organizational skills
- Detailed oriented; strong problem solving skills.
EDUCATION/EXPERIENCE:
- High School Diploma or equivalent.
- 2-4 years related work experience.
As a Top Employer and leading logistics company, at DHL eCommerce Solutions, we are committed to helping you build a career you’ll love with benefits and incentives that support your personal and professional well being:
- Competitive Pay
- Bonus Programs
- Retirement Savings
- 401K with company match
- Medical, Dental, Vision, well being programs
- FSA/HSA availability
- Tuition Reimbursement
- Paid Time Off including vacation and sick time
- Company Paid Holidays and Floating Holidays
- Paid Parental Leave
- Employee Discount Program
- Employee Assistance & Work Life Program
- Short Term and Long Term Disability
- Life Insurance
Annual Salary of $20.52-$32.83/hour. This compensation range is provided as a reasonable estimate of the current