Job Description

Esta vaga também é inclusiva para PCDs.

This role ensures our customers are satisfied with our DFN (Fulfillment) product. Responsible for advising and supporting our customers, customer service and our warehouses in their day-to-day operations. Manage new requirements and conduct review meetings with customers together with the commercial owner/site manager.

Requirements

• Degree level education
• English (Full professional proficiency)
• Excellent communication skills
• Experience in Operations, Customer Service, or Account Management
• Good analytical skills and planning competencies as well as a systematic problem solving approach
• Previous experience or affinity in IT, process management, project management, organizational skills
• Affinity & insights into the eCom market/eCom needs

Responsabilities

• 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

Sobre a DHL

A DHL Supply Chain é líder global em logística, conectando pessoas e negócios. Com soluções inovadoras e operações eficientes, valorizamos cada pessoa e acreditamos na força da diversidade. Promovemos um ambiente seguro, inclusivo e colaborativo, onde cada talento pode se desenvolver e construir uma carreira com propósito. Clique aqui para saber mais!