Mobile Customer Support Executive at DHL

Key responsibilities

New Customer Onboarding

• Responsible to support pre-sales preparation. Support FSEs to prepare standard customer proposals, QBRs and other customer reports
• Support in after sales set up and implementation
• Preparation of Welcome Pack & Welcome Letter & Key Contact list when onboarding customers
• Ensure client implementation with FSE using Implement Agreement Checklist
• Ensure implementation of all new e-commerce tools for new customers in order to guarantee a successful roll out. This includes managing the promotion of the product and customer training where applicable
• Maintain and, where applicable, update all e-com tools according to both the customer and DHL’s changing requirements in order to reduce problems such as data failures, DHL costs and increase customer satisfaction

Customer Support in Usage of DHL

• Handle pricing enquiries
• Handle spot rate requests
• Handle processing of heavyweight quotes
• Clarify details with regards to DHL transportation procedures, products / service when required to maximise benefits for both the customer and DHL
• Respond to sales queries and requests in a timely and efficient manner
• Assist the customer in understanding the pricing and invoicing specifics of DHL
• Educate customers on shipping, writing pro-forma invoice & AWB, customs regulations, DHL product offerings, campaigns
• Support in pre-sales preparation, including but not limited to proposals, QBR desks, presentations, customers reports, RFQ, etc.

Sales Support

• Assist Sales by being responsive, proactive and helping them to navigate through the DHL department where necessary
• Handle credit requests
• Preparation of Customer Reports (OPMC, QBR)
• Works with internal functions to find solutions for specific sales / customer needs

Effective Communication & Organisational Awareness

• Develop relationships of trust and mutual respect with sales and other functions that foster open and constant communication
• Regularly interact with internal departments and understand operating standards, procedures and service levels
• Prioritise workload and keep track of on-going and completed activities. Inform relevant functions of required actions and accept ownership when required until a satisfactory resolution is achieved in order to maintain and improve customer satisfaction

Minimum Requirements

Qualifications and Experience

• Matric / Grade 12 / Equivalent
• Excellent PC literacy
• Minimum of 2 years in a similar customer support role
• Valid driver’s license
• Knowledge / experience in DHL products and solutions
• Knowledge / experience in DHL Sales Process & tools
• Knowledge and understanding of local area conditions and needs