Customer Care Backline Core Advisor

What makes DHL great? Our People! We know each employee’s individual contributions make us the #1 Delivery and Logistics Company in the world.

Distinguished as No. 1 World’s Best Workplace™ by Great Place to Work and Fortune Magazine

DHL is committed to maintaining an environment that empowers every team member to make the greatest possible impact on our business. Our culture is about personal commitment - to our business, to each other and to our global communities. DHL is dedicated to being a great place to work. In addition to competitive compensation packages, our employees enjoy a range of programs, services and benefits that bring the best to their personal lives.

Start YOUR career with DHL today…

DHL has an opening for a Customer Care Backline Core Advisor. This position provides a variety of customer service support duties for customers within DHL’s Customer Care Department. They ensure timely and accurate information is provided to customers in a professional manner and responds to inquiries through phone, mail, email, website, etc.

Key Responsibilities:

• Handles customer traces and shipment inquires with the intent of providing customer satisfaction, retention, and/or resolution
• Relentlessly pursues timely resolution on behalf of the customer
• Effectively communicates with DHL Network colleagues with focus on stressing a sense of urgency on behalf of the customer
• Negotiates customer claims, initiates billing adjustments, arranges product substitutions and returns
• Meet all commitments to the customers in terms of follow-up/ongoing communication
• Manages a variety of databases and web-based programs to document customer issues, responses, and communications
• Records consistent problem areas
• May provide functional guidance, advice or training to less experienced Backline Representatives
  
  
  

Skills & Qualifications:

• Must be in current role for a minimum of 6 months
• HS diploma or equivalent required
• 1-2 years of logistics experience required
• Must currently be in good standing
• Consistently met performance KPIs for the last 6 months
• No disciplinary action or PIP in the last 6 months
• Flexibility to work 8 hours shifts Monday- Friday
  
  
  

Preferred Qualifications:

• DHL Customer Service experience preferred
• Proficient in Microsoft Office (Outlook, Excel, Word), data bases and web-based applications
• Spark Experience
• Good oral and written communication, problem solving and interpersonal skills; courteous and clear telephone voice
  
  
  

DHL is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic. The EEO is the Law poster is available here:https://www.eeoc.gov/employers/eeo-law-poster

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.