DHL Parcel UK

Customer Support Executive

DHL Parcel UK

DHL is the global market leader of the international express and logistics industry, specialising in providing innovative and customized solutions from a single source. DHL offers expertise in express, air and ocean freight, overland transport, and contract logistic solutions as well as international mail services, combined with worldwide coverage and an in-depth understanding of local markets. DHL's international network links more than 220 countries and territories worldwide with over 285,000 employees dedicated to providing fast and reliable services that exceed customers' expectations
Bonn, Germany
https://careers.dhl.com/

Customer Support – DHL Cross Border Solutions UK

Specific Role Context

We are looking for a dynamic, committed individual who works well within a team to help ensure our customers and partners are delighted through the exceptional service we strive to provide every day. You would be joining a Customer Support team that fulfils a diverse and varied number of tasks in order to support DHL Cross Border Solutions Customers. Someone who has great interpersonal skills, a way with words, attention to detail and is sharp and willing to learn would have an opportunity to really excel here.

We’re looking for someone to:

  • Handle general Customer queries (via phone and email)
  • Track parcel queries
  • Generate weekly and monthly KPI Reporting
  • Process Claims
  • Setting up and dealing with Customer shipment and transport requirements
  • Resolve customer issues quickly and easily
  • Liaise with other departments in order to provide the best customer service
  • General administrative tasks

Specific Role Challenges

  • Working to tight SLA deadlines during busy periods
  • Managing own workload
  • Maintaining the attention to detail and level of accuracy required at all times
  • Representing DHL Cross Border Solutions UK in all activities in a timely and professional manner

THE TYPE OF PERSON WE ARE LOOKING FOR

Would have a passion for logistics, customer service and admin tasks. With your positive personality and enthusiasm, you always look on the bright side and love working within a team as well as independently. You thrive on using your initiative and are flexible and creative in your approach to problem solving. Multitasking comes naturally and you are comfortable working with different people across multiple communication channels and prioritising your work. You are both conscientious and reliable and able to adapt positively to the changing needs of the business and our customers.

KEY SKILLS AND EXPERIENCE

  • Must have excellent Excel skills and be confident in using spreadsheets
  • Excellent customer service skills with the ability to present and articulate verbally and written information to customers.
  • Be able to work under pressure and priorities own tasks
  • Be calm under pressure of deadlines to ensure accuracy is not lost in favour of speed
  • Possess excellent Outlook and Excel skills alongside a working knowledge of PowerPoint and Word.
  • Confident in dealing with internal and external customers in a polite and professional manner, especially when there is a difficult situation to deal with.
  • Be comfortable working as part of the Support team whilst capable of seeing a personal task through with minimal supervision
  • Experience within the logistics industry is desirable
  • Previous customer service experience, either within a call center environment or a customer facing role, would be advantageous
  • Possibility of occasional travel to customer meetings or on a rare occasion to Germany (very limited for both)
  • Additional European language(s), especially German, is an advantage, but not essential

Expected Educational Qualifications:

  • At least O level/GCSE Grade C in Math’s and English
  • Any admin qualification would be advantageous

Expected years of experience

  • Min >1 years administrative experience required
  • Ideally >1 year relevant industry experience

What do we offer?

  • The opportunity to join one of the premier logistics companies in the world
  • Competitive salary
  • Company pension scheme with good contribution rates
  • Employee assistance and wellbeing programmes
  • Further training opportunities to develop and enhancement existing skills
  • Modern Office in Staines with easy access to shops and amenities
  • Tea, coffee and biscuits to keep the team going!
  • Team activities and occasional lunches etc.
  • Retail, entertainment and gym membership discounts and more

This role offers the opportunity to join a small, but expanding, team of support professionals in one of DHL’s fastest growing business units. The role not only gives opportunity to showcase your current skills but also to develop with us and extend them within our business and beyond.

If you require alternative methods of application or screening, you must approach DHL Parcel UK directly to request this, as we're not responsible for the employer's application process.

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