Query Handling Administrator at DHL

Why You’ll Love This Role

• Responsible for managing customer accounts by ensuring timely collection of payments, resolving queries that may delay payment, and maintaining accurate customer information.

What you’ll own

• Follow proactive collection procedures to ensure timely payment.
• Contact customers in default via telephone or email and arrange payment collection.
• Allocate payments accurately in R.P.V. and ensure accounts are balanced.
• Place defaulting customers on stop credit when necessary.
• Schedule and diarize follow-up calls based on age analysis.
• Maintain accurate and up-to-date customer information on the Masterfile.
• Prepare and submit input advice for any required changes to customer details.
• Ensure customers requesting invoices or statements by hand are correctly flagged on the Masterfile.
• Verify invoices received weekly for accuracy and prepare AWBs for courier delivery.
• Distribute flyers through the DHL network as required.
• Achieve daily and weekly call targets: minimum 30 calls per day and ensure every customer in the portfolio is contacted monthly.
• Meet monthly collection targets set by the Customer Account Manager or CFO; failure to meet targets for two consecutive months will trigger performance management.
• Apply the “Make the Call Count” methodology to resolve queries promptly and facilitate payment.
• Record all customer interactions, queries, and agreements in SAP within 24 hours, ensuring entries are factual and professional.
• Prioritize reducing overdue debt (>60 days) weekly and escalate concerns to the Supervisor or Customer Accounting Manager immediately.
• Allocate payments daily as per remittance instructions; report any errors to the Banking Team Leader promptly.
• Ensure compliance – not to allocate payments without remittance or move invoices between accounts without written consent from the account holder.
• Attend two monthly meetings with Sales Executives to review stop lists and maximize debt collection.
• Maintain complete and accurate customer portfolio information, including legal entity, contacts, and email addresses, by submitting updates to MSSC and confirming changes within 48 hours.
• Ensure statements and invoices contain correct information and remove outdated or duplicate data promptly.
• Promote DHL e-solutions (MyAccount, eBilling) to customers where applicable.
• Complete reports, incentive feedback, and ad hoc requests accurately and on time.
• Prepare for weekly ledger reviews with the Supervisor or Customer Accounting Manager to agree on solutions for outstanding payments.
• Do not authorize adjustments, account suspensions, or related actions without written consent from the Customer Accounting Manager or CFO.
• Communicate promptly with the Supervisor regarding customer issues, potential non-payment, or dissatisfaction.
• File documentation and written communication weekly per DHL record-keeping policies; ensure all actions and contacts are recorded in SAP.

What we are looking for

• Post matric qualification in Finance or Credit Management
• Minimum 3 years, recent credit control experience
• Minimum 1-year, recent reconciliation of accounts experience
• Excellent business communications skills both verbal & written
• Previous experience in Accounts Receivable package (SAP)
• Ability & availability to work extra hours (e.g., month end)
• Previous Express and/or Freight Forwarding credit control experience