CFIT Helpdesk Executive

DHL Posted 10h First seen 5h

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. Do you want to make a difference? Then come to our "Insanely Customer Centric" Team and become a Certified International Specialist!

YOUR TASKS:

Role purpose: Support the country ESS (Electronic Shipping Solutions) team in all ESS tools and activities primarily via the ESS Helpdesk to cost-effectively resolve customer queries on ESS tools with a view to enhancing customer satisfaction

Customer

Internal Customers

IT/ESS Management Team & Cross functional Teams:

  • Address and resolve ESS queries and requests conveyed from cross functional team
  • Maintain and record ESS hardware inventory movements to ensure inventory records are up-to-date and accurate promotions on ESS tools
  • Work closely with the ESS team to coordinate the acquisition of ESS sales kits and marketing material and their supply to customers
  • Support the ESS team in selling the benefits of ESS tools to customers during ESS Marketing and Promotion campaigns to increase take-up rate and usage to facilitate the achievement of ESS deployment and upload targets
  • Work with and support the CFIT Manage/ Technical Specialist to implement the identified and approved country business strategies to support daily operational activities
  • Work with the Country ESS team to coordinate customer participation in beta testing of new releases of ESS tools
  • Coordinate with Sales reps and Customer Integration members to support customers (pre/post implementation) to ecom tools. Recommend Express’s CFIT tool, which is appropriate to the customer's trading profile, and encourage its usage.

External Customers

DHL Customers:

  • Address all inbound helpdesk queries on DHL’s suite of ESS applications to resolve technical issues or where the issue requires further analysis by an ESS executive on-site, arrange an appropriate date/time with the customer for the on-site visit and investigation
  • Initiate outbound calls and take inbound calls from customers during promotion of ESS tools to recommend DHL’s ESS tools appropriate to their trading profile and encourage its usage.

Stakeholder internal

IS Department:

  • Liaise with IS Dept on IS-related issues (eg. server issues) impacting the normal functioning of ESS tools

Vendors:

  • Coordinate with hardware and support vendors for supplies and maintenance services
  • Ensure identified ESS project benefits are measured and tracked for reporting and BDPs recorded for regional sharing

Process

Service Enhancements Projects

  • Ensure adherence to ESS policies and procedures in the execution of all ESS-related work, particularly in timelines for deployment of ESS tools to customers and resolution of customer issues with ESS tools
  • Identify areas to enhance customer satisfaction and positively differentiate DHL from its competitors
  • Drive country ESS projects in alignment with agreed Regional ESS objectives, targets and deployment timelines.
  • Research and commend on design and layout and create new intranet pages per the requests of CS section managers
  • Where performance is not meeting target, ensure action plans are documented and actioned on per agreed timelines with measurements for follow-up reporting to the ESS manager

Validation and Testing Support for ESS applications :

  • Daily testing and monitoring of DHL’s suite of ESS applications deployed in-country to ensure proper functioning to meet customer requirements.
  • Participate in testing of and provide feedback on new releases of ESS tools in consultation with the Regional ESS team.

Training Functions:

  • Arrange and conduct training on ESS tools for internal staff

Marketing and Promotion:

  • Support the ESS team in overseeing and managing promotions on ESS tools to identified targeted accounts from the customer database

Database and Reporting Management:

  • Maintain database on users of ESS tools for sharing with the Marketing team
  • Compile ESS reports for management, including monitoring and measuring ESS performance against targets and identification of performance gaps for improvement actions
  • Monitor and report on ESS tools usage by customers and conduct ad hoc data analysis and reporting
  • Maintain and update database on users of each ESS tool for sharing with the Marketing team
  • Update and maintain the Country Internet with updated information for users.

Incumbent has no direct reports and authority over country line and functional personnel. Nevertheless, he/she must be able to demonstrate ability to influence decisions/actions.

YOUR PROFILE:

- Education: Diploma, preferably in a technology-related field, or a business discipline with strong inclination towards technology or equivalent

- 2-3 years’ experience in a Customer Technology and applications support-related role with helpdesk experience.

- Good working knowledge of web-based and ESS, CRM, logistics applications.

- Computer literacy: Super-user level of common office applications

- Strong analytical skills

- Aptitude and keen interest in ESS technologies

- Excellent problem-solving capability

- Right first-time philosophy and attention to detail

- Able to work independently within broadly established parameters, and exercise initiative to think “out of the box”.

- Knowledge in supporting Java, J2EE, XML, Unix, Database platform, Windows Operating Systems for desktop solutions

- Previous experience in DHL or other organizations in supporting, operating, or developing ESS applications

OUR OFFER:

  • Multifarious benefit programs.
  • Strong career support & lots of opportunities in an international environment.
  • Training: both online and offline with Global DHL Standards.
  • Coaching & Feedback culture allows you to advance further in short-term and long-term development goals.
  • Working together based on DHL values of “Respect and Results”.
  • Diverse engagement activities under “Best Day Everyday” – our Health & Well-being program.
  • Employee hobby clubs, sports championships.

Do you see a personal challenge in these versatile and responsible tasks? Then apply now! We look forward to receiving your application!