SUMMARY:

The Cross Border (XB) Connect Super User will identify, investigate and resolve data holds by identifying the root cause of the data hold and coordinating the efficient resolution in a timely manner, utilizing all available resources, e.g., cross-functional groups.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Identify data hold and data hold type by monitoring production line and business system interaction; depending on type of data hold, coordinate action items with appropriate department support for efficient resolution; resolve all data holds using various User Interface (UI) tools in a timely manner; follow-up on successful resolution of data holds, aging and quantity of data holds in the terminal
• Review and resolve labeling issues with international (XB) mail, for example, missing zip code, incorrect or incomplete address; contact Help Desk and Customer Service to correct the package label
• Prepare shipment for re-induction into product line; direct movement to staging area
• Establish and maintain clear and open lines of communication with CRM/Sales and cross-functional CS teams to provide full visibility of all items on data hold and to implement new customers
• Provide first level on-site response and information sharing with corporate office as well as IT when there is a perceived issue with the functionality of the Connect system
• Record and maintain documentation of actions taken, by completing forms, emails, reports and logs
• Obtain access to and training in data corrects to speed up the data hold resolution process; Obtain understanding of each Connect upgrade deployed and train all Connect Users on the most recent Connect processing instructions
• Process the return of mail
• Duties may include reassignment to alternate operational areas as business needs require
• Essential duties are not necessarily exhaustive and may be supplemented or otherwise revised by DHL at its sole discretion

EDUCATION AND/OR EXPERIENCE:

• High School or equivalent training and/or least 6 months related experience preferred

REQUIREMENTS/SKILLS:

• Ability to speak English
• Understand and carry out oral instructions; read and carry out written instructions; read and verify zip code numbers, Bills of Lading, graphs, logs, schedules, work orders
• Prepare detailed records or reports such as receiving reports, operating logs, quantities, etc.
• Work under pressure, work rapidly for long periods and work on several tasks at the same time
• Strong communication and listening skills with the ability to learn quickly. Able to deal with all stakeholders

PHYSICAL DEMANDS:

• Occasionally push/pull/lift and transport mail/parcels/containers weighing up to 50 pounds
• Frequently operate a computer to prepare documents
• Frequently communicate with other departments to exchange information and prevent delays
• This is an office and warehouse environment where frequently this position will be exposed to cold, hot and changing temperatures; will frequently experience noise at medium level not damaging or loud enough to require protective equipment; will frequently be exposed to dust, dirt and changes in lighting