Job description

YOU TACKLE FOR QUALITY AND GREAT SERVICE. THIS WILL IMPROVE THE LIFE OF OUR CUSTOMERS.

Would you like to become part of the world's most international company in the world?

A company that pioneered cross-border express delivery in 1969 and is now active in more than 220 countries and territories worldwide. Do you want to be part of a company that connects people worldwide? And the more people we connect, the better life will be on our planet.

Join our team and discover how an international network that's focused on service, quality and sustainability, is able to connect people and improve lives through the power of global trade. And not just for our customers, but for every member of our team too. To learn more about our culture, motivated people and our purpose, please visit www.dpdhl.jobs/express

Ensure the delivery of exceptional customer service to Key Account customers by managing their day-to-day service requirements, supporting contracted service commitments, and building strong customer relationships. The role contributes to customer retention, satisfaction and revenue growth by proactively addressing customer needs and identifying additional business opportunities.

• Provide a full range of customer service support to Key Account customers, including bookings, enquiries, shipment follow-up and supply requests.
• Deliver customized services in line with customer agreements, including reporting and other contractual requirements.
• Prepare professional written communications to customers regarding service requests, shipment information and complaint resolution.
• Proactively inform customers of shipment delays, service disruptions and recovery actions.
• Work closely with Key Account Managers and Sales teams to support customer relationships and service excellence.
• Participate in customer visits when required to gather feedback and identify service improvement opportunities.
• Coordinate with Gateway, Operations and DHL Network teams to ensure contracted transit times and service levels are achieved.
• Manage customer billing enquiries and liaise with Finance teams to ensure timely and satisfactory resolution.
• Prepare and distribute weekly, monthly and quarterly customer reports within agreed timelines.
• Drive customer satisfaction by delivering best-in-class service and maintaining strong customer relationships.
• Identify opportunities for cross-selling, upselling and promoting value-added services.
• Share relevant customer feedback and business insights with Sales, Management and internal stakeholders.
• Ensure compliance with DHL policies, procedures and customer service standards.
• Support colleagues and contribute to a collaborative team environment.

*Bachelor's Degree, Diploma or equivalent qualification.

Minimum 3 years of experience in Customer Service within a service-oriented industry, including handling customer enquiries, complaints and issue resolution.

Excellent customer-facing and relationship management skills.

Good command of French, spoken and written.

Strong communication, negotiation and interpersonal skills.

Excellent analytical, organizational and problem-solving skills.

Proficiency in Microsoft Office applications (Word, Excel, PowerPoint).

Knowledge of DHL systems and logistics operations is an advantage.

Project management skills are considered a plus.

Competencies:

Analysis: Ability to assess situations, identify root causes and develop effective solutions.

Planning & Organizing: Effectively prioritizes activities and manages multiple customer requirements simultaneously.

Decision Making: Makes sound and timely decisions to support customer satisfaction and business objectives.

Results Orientation: Focuses on achieving service excellence, customer retention and operational targets.

Teamwork: Collaborates effectively with Sales, Operations, Finance and Customer Service teams.

Accountability: Takes ownership of customer issues and follows through to successful resolution.

Communication: Delivers clear, professional and timely communication to customers and stakeholders.

Self-Management: Remains calm, positive and effective when handling demanding situations and customer escalations