Sr. Customer Service Specialist at DHL eCommerce – Weston, Florida

DHL eCommerce

Equal Opportunity Employer/Disability/VET

Location: Remote Office

Job Brief The Sr. Customer Service Specialist is responsible for supporting customer retention objectives and strategy by serving as the liaison to internal DHL eCommerce Solutions (DHLeC) departments. At DHL, our people are our greatest asset! Everyone’s contribution drives us to be the world's #1 logistics company. Certified as a Great Place to Work and as a Top Employer, we're dedicated to fostering a positive, collaborative, and supportive environment for all. Our commitment and engagement with Our People ensure we continuously build a workplace we're all proud of. Plus, with competitive compensation and exceptional perks, we make sure your personal life shines just as brightly as your career. JOB SUMMARY: The Sr. Customer Service Specialist is responsible for supporting customer retention objectives and strategy by serving as the liaison to internal DHL eCommerce Solutions (DHLeC) departments. This role also provides customers with performance and root-cause analysis in response to inquiries and to resolve customer complaints. The Sr. Customer Service Specialist utilizes customer feedback, financial and delivery performance results to initiate and manage process improvement projects utilizing Lean and/or Six Sigma tools to ensure a positive and effortless customer experience. ESSENTIAL DUTIES & RESPONSIBILITIES: Proactively identify potential issues within existing accounts and drive solutions independently by monitoring daily activities of accounts to understand, in advance, potential issues related to processing, delivery, billing and reporting. Establish and build customer loyalty and retention by maintaining frequent customer touch points to ensure current and future needs are met. Drive customer centricity through cross-functional alignment between customers, Client Relationship Managers (CRM), Implementation, Cross border/Domestic Network, Operations, Commercial, Accounts Receivable, United States Postal Service (USPS) Integration, and Solutions departments. Follow-up on issue resolution and report outcomes to Leadership, CRM and Sales organizations. Research, analyze and present recommendations based on customer needs, continuous improvement opportunities or cost reduction initiatives. Maintain and update account files and communicate changes to the field Sales team and appropriate internal departments on an ongoing basis. Investigate, calculate and audit adjustments initiated by internal and external customers. Create and update customer specific Standard Operating Procedures (SOPs) and document customer specific processes, as well as customer reporting. Participate on customer calls for new and/or existing account set up with Implementation, Sales, Operations, IT, and Solutions. Conduct deep-dive analysis on issues affecting customer performance and provide the Voice of the Customer as an input into product development and process improvement. Identify cost savings, service quality and process improvement opportunities. Initiate and manage projects resulting in growth of customer spend and retention. Utilize Lean and/or Six Sigma (First Choice) tools to diagnose root cause of performance and create actionable plans for continuous improvements to meet customer key performance metrics. Work closely with First Choice advisory team to identify and prioritize potential quality improvement projects cross-functionally. Identify improvement opportunities regarding team processes to reduce internal and external customer effort. Handle customer escalations. Participate in projects that help identify areas of improvement and correct the root causes of issues affecting our customers and our internal processes. Provide mentorship/training to other Customer Service Representatives/Specialists with complex customer issues. Provide training for newly on boarded Customer Service Specialists. Identify process improvement opportunities, initiate and manage projects resulting in increased customer spend, satisfaction and retention. Foster an environment of continuous improvement within the CSS team and related functions. EDUCATION AND/OR EXPERIENCE: Bachelor’s degree or equivalent experience. 2 to 3 years of Customer Service or Account Management experience. 2 years of business analytics experience. Lean/ Six Sigma (First Choice) experience and/or certification desired. REQUIREMENTS/SKILLS: Possess DHL Leadership attributes: Being Results Oriented, Leveraging Strengths, Providing Purpose, Having and Creating Trust, Focusing on Clear Priorities and Being Positive about Challenges, Uncertainty and Change. Excellent verbal, interpersonal, and written communication skills. Strong project management and time management/organizational skills. Proficient Microsoft Office skills (Excel, Outlook, Word and Power Point), SAP, Salesforce.com, DHL eCommerce Solutions Customer Web and Operations portals. Knowledge of USPS operations and postal workshare preferred. Excellent stakeholder management skills at all levels of organization including executive management. Creative thinker with strong customer orientation. Effective decision-making and change-management skills. Capable of delivering service excellence and responding with sense of urgency to resolve customer concerns/complaints. Ability to juggle multiple priorities and make things happen in a fast-paced, dynamic environment, strong bias for action. Strong analytical and quantitative skills; ability to use hard data and metrics to back up assumptions. Solid knowledge of shipment processing and invoicing to drive continuous improvement. Established competency in creating and leading customer project plans. Strong problem solving, critical thinking, work ethic and relationship building skills. Ability to work independently, but also collaboratively with all levels of leadership. Analyze data and present results to both technical and non-technical audiences. PHYSICAL DEMANDS: Physical demands are consistent with a professional office setting. Regular sitting at workstation for 25 – 75% of the work shift. Travel may be required (up to 25%) Annual Salary of $62,475-$99,900. This compensation range is provided as a reasonable estimate of the salary range for this role. Factors that may be used to determine your actual salary may include but are not limited to your specific skills, your work location, how many years of experience you have, and comparison to other employees already in this role. Back Share Apply Now