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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…

Our National Billing Center has an immediate career opportunity for a qualified Query Handling – Backline Agent with DHL Express. The selected candidate will be in charge of ensuring timely and accurate information is provided to customers in a professional manner when responding to their disputes.

Key Responsibilities:

· Monitor and manage the email workflow tool (MCT) queues daily assigning emails and ensuring emails are being resolved within 24 hours. This will also involve coaching colleagues sending incorrectly emails to our generic mailboxes

· Monitor and manage the email workflow tool (SAP) queues every day assigning disputes and ensuring disputes are being resolved within 24 hours. This will also involve transferring disputes incorrectly raised and coaching case processor

· Support Backline 1 with Ingenico payments Void Requests

· Support Backline 1 with My Bill Requests

· Support with Mass Upload disputes into SAP

· Support with Retail Refunds

· Raise check void forms and submit to supervisor

· Facilitate resolution of raised customer complaints through verbal or written contact with broad use of discretion (example: Sales Escalations, Internal Escalation, Net Promoter approach, …)

· Provide functional guidance and training (new hire, refresher and cross-functional) to the team and other departments

· Confidentiality as it relates to both employees and customer matters

· Assist agents with questions/training as needed by acting as a subject matter expert for the QH Backline 1 team and by providing floor support

· Identify and recommend process improvements for the department and the business

· Interact professionally and cordially with team and both internal/external colleagues and customers

· Update the Performance Dialogue Board with Metrics / Info daily

· Conduct/facilitate Performance Dialogues and meetings

· Support with Process Improvement Initiatives

· Ensure that accurate and up to date Training Documentation is available in Guru

· Works in conjunction with outside sales representatives to provide pre-and/or post-sales support

· Monitor disputes /emails for quality assurance

· Lead will support with dispute cases

· Lead will support Refund Checks process in Supervisor’s absence

Skills and Qualifications:

· Generally requires 2- 4 years of experience in related area of responsibility

· Intermediate knowledge of Microsoft Office suite of products

· Performs the entire standard and some specialized, more complex aspects of the function including knowledge of SAP Technical certification or Associate degree preferred Customer Focus

· Excellent customer service skills

· Ability to empathize with and prioritize customer needs

· Demonstrable interpersonal skills

· Demonstrable conflict resolution skills

· Ability to determine customer needs and provide appropriate solutions

Employee Benefits & Incentives

DHL 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 committed to working with and providing reasonable accommodations to persons with disabilities. The job application process includes this application and possibly one or more interviews. If you believe that you might need a reasonable accommodation for any part of the application process, please send an e-mail to ada@dhl.com , and include your contact information and the requested accommodation. Only messages related to requests for these types of reasonable accommodations will be returned.

We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected characteristic, The EEO is the Law and supplement are available here: Know Your Rights: Workplace Discrimination is Illegal (dol.gov) (https://www.dol.gov/sites/dolgov/files/OFCCP/regs/compliance/posters/pdf/22-088_EEOC_KnowYourRights.pdf)