What are the responsibilities and job description for the Query Handling Back Line Analyst position at DHL?
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.
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 has a career opportunity for a qualified Query Handling Back Line Analyst at our DHL Express North Houston, TX location. This important role will be responsible for handling incoming customer calls 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, mail, email, fax, website, and/or face-to-face contact with customers. 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.
Other Tasks and Accountabilities:
- The selected candidate will be in charge of researches, validates, and processes customer and sales requests for adjustments, corrections, and refunds.
- Investigate customer disputes (including foreign countries), 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.
- Autonomy: Under limited supervision, relies on experience and exercises independent judgment to determine best approach to achieve desired outcomes. Course of action is often determined by interpreting procedures and policies. Work typically involves periodic review of output by a supervisor or direct customers of the process.
- Impact: Increasingly greater department or area impact. Errors may result in loss of customer business, material, or equipment.
- Knowledge: Thorough knowledge of tasks and responsibilities. Effectively applies skills in accomplishing tasks.
- People Management: May provide general guidance/direction, training, and technical assistance to lower level service, production, and support personnel.
- Problem Complexity: Applies advanced skills to resolve complex problems independently. May modify processes to resolve situations.
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
- Excellent customer service skills with the ability to empathize with and prioritize customer needs
- Interpersonal skills. Demonstrable conflict resolution skills. Ability to determine customer needs and provide appropriate solutions.
Employee Benefits & Incentive
DHL Express benefits and incentive offerings are designed to reflect a meaningful experience for both employees and their families during their career and life journey. Benefits and incentives include, but are not limited to:
Ø Individual and Team Bonuses/Incentives
Ø Tuition Reimbursement
Ø 401k
Ø Employee Shipment Discount
Ø Career Development and Advancement 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
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