Customer Care Backline Claims Advisor

Customer Care Backline Claims Advisor AV-309697 Tempe,Arizona,United States of America DHL Express (USA), Inc. Express Full-time 40 PermanentLocation Tempe, Arizona, United States of America What makes DHL great? Our People! We know each employee’s individual contributions make us the #1 Express Delivery and Logistics Company in the world. Distinguished as No. 1 World’s Best Workplace™ by Great Place to Work and Fortune Magazine DHL Express 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… The Customer Care Backline Claims Advisor provides Sales with specialized support. They are trained to know everything there is to know about all facets of international shipping, to successfully track shipments for our Commercial Team. Key Accountabilities: Lead and drive customer satisfaction by providing best in class customer approach to ensure all Sales related inquiries are handled in a timely manner. Leverage your extensive international knowledge of the DHL Express Network by promoting our services, products, and/or value propositions to customers in every interaction while reviewing any problems, requests and inquiries to determine the appropriate solutions. Manage and process a high volume of email traffic and phone calls until a final resolution is positively agreed by the customer. Provide full tracing services for customers by investigating all type of shipment incidents in compliance with network tracing procedures as well as Global Standard Key Accounts Guidelines. Maximize Revenue Generation opportunities and identify and promote areas with potential revenue generation to cross-sell/upsell services such as SVP, TDX, and the use of eCom tools. Collaborate and assist with all CS functions, supporting global, regional and local targets. Liaise with other departments and Operations to address issues on service recovery. Confidently and knowledgably handle customer complaints whilst maintaining composure and take all possible actions to resolve issues (without overcommitting) to the customers full satisfaction. Handle any overflow of calls from the Frontline where necessary. Adhere to existing customer service procedures as outlined in the department or demanding situations. Maintains effective performance under pressure. Skills/Qualifications: Degree in Business (BS/BA) or equivalent is preferred. 2-4 years in related field (or equivalent). Prior Customer Service Front Line experience desired. Excellent Presentation skills Software skills (Word, Excel, PowerPoint, etc.) Software skills (DHL Systems CSV, GEMA, NTPS, Email Management Tool) Excellent Communication skills, spoken and written Negotiation and interpersonal skills Strong Telephone skills Time management skills Excellent decision making and self-management skills Employee Benefits & Incentives DHL Express benefits and incentive offerings are designed to reflect a substantial experience for both employees and their dependents during their career and life journey. The specifics will vary, but wherever you join and in whatever role, you'll find our benefits and rewards are among the best in the industry They include: Competitive Pay Bonus/Incentive Programs Retirement Savings – 401K with company match Medical, Dental, Vision, well-being programs Tuition Reimbursement Generous Paid Time Off – Starting at 4 Weeks (PT/FT) Paid Leave Employee Discount Program Employee Assistance & Work Life Program Outstanding training opportunities 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