Query Handling Backline 1 Analyst

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 corporate 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 Express currently hasa career opportunity for a qualifiedQuery Handling BacklineAnalyst.This important role will be responsiblefor handling incoming customer calls, emails and invoice disputes with the intent of providing customer satisfaction and retention. Review customer inquiries, problems, requests and suggestions to determine appropriate solutions and/or responses. The selected candidate will be in charge of providing a variety of customer service support duties to customers; ensuring timely and accurate information is provided to customers in a professional manner responding to inquiries through phone and email. In addition, the individual will also be responsible for promoting and selling the company's products and services and providing operational management and support at call center locations to ensure efficient and timely resolutions of customer service issues.

Key Responsibilities:

• The selected candidate will be in charge of researches, validates, and processes customer and sales requests for adjustments, corrections, and refunds

• Investigate customer disputes, identifies root cause (if any) and coordinate resolution with appropriate departments

• Not all customer disputes are a valid dispute in some instances the person will be required to train the customer on the correct process

Skills & Qualifications:

• 2-4 years of experience in related areas of responsibilities

• Intermediate knowledge of Microsoft Office Works and Excel, SAP & GWEB

• Experience with DHL Express' Global SOP

• Good written/verbal communication skills with external/internal customers, including peers and executive leaders

• Ability to handle complex tasks in a production environment

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

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.