Job Description

About usAt DHL, people mean the world to us. That\xe2\x80\x99s why our goal has always been to attract and retain the best talent over the world. We provide challenge and opportunity for personal and professional development. We recognize the difference you bring to our business, and together we share the pride of building the logistics company for the world.Under the DHL Supply Chain umbrella, one of the business units of DHL, we provide customized logistics and industry solutions in the areas of supply chain management, warehousing, distribution, value added services, and lead logistics provider services for our customers \xe2\x80\x93 helping them deliver better results every day.Responsibilities

• Providing knowledge around carriers, product and customer service processes
• Consulting customer service with questions around customer inquiries
• Solving complex requests occurring in day-to-day business
• Overseeing claims being raised by the customer and their processing by customer service, carriers and warehouses
• Executing on and safeguarding Customer Service standards
• Continuously improving tools and templates used in the processes
• Participation in customer meetings, business reviews & operations calls together with site managers, commercial owners
• Monitoring and ensuring customer services responses are according to our standards
• Analyzing root causes of re-occurring issues arising in running operations and solving them with the right stakeholders
• Aligning customer change requests with Sales and Project Delivery. Implement smaller change requests in direct alignment with operations and IT
• Handling minor escalations occurring in customer service
• Training & educating the customer on the correct role they need to play / how they need to contribute to good & profitable operations
• Small-scale: Implementing change requests from customers (as a project) in cooperation with IT, Sales, and Operations
• Involving and managing different functions (IT, Sales, Warehouses, Project Delivery, Customer Service, external suppliers, etc.) without direct authority
• Establishing close relationships with operational experts, warehouses, Delivery & Run teams as well as carriers
• Maintaining a close relationship and link with the customers\' Customer Service department and Logistics

• Minimum Degree in Logistics, Business Management or equivalent
• English (Full professional proficiency)
• 2-3 years of experience in the logistics industry or related fields
• Demonstrable Continuous Professional Development

DHL