Customer Facing Solution Support - English-speaker

JOB PURPOSE

The jobholder is responsible to actively promote DHL’S range of E-com products and

services, liaise for the equipment, manage installation, support clients and impart training &

system integrations. Train & support New E-Com Advisor, maintain e-Com Inventory

2. PRINCIPAL ACCOUNTABILITIES

1. Install E-com tools for new customers and conduct capability demonstrations for new or

potential customers to enhance the competitive advantage of using DHL for our

customers.

2. Provide customers – both internal & external user training through road shows and

customer evenings respectively on E-com products both on current and new versions of

the software to ensure smooth shipment processing for 100% accurate manifest data.

3. Evaluate customer needs, provide solutions and customise the E-com products (software

and hardware) to meet the customer’s need, without compromising DHL’s standards and

also providing customers value-added services.

4. Provide support and solutions to the sales team, with regards to any E-com products,

training and accompany Sales Team to customer sites for presentations if needed to

provide the customer effective utilisation of our systems. Install account rates on Easy

Ship systems for customers, upon requests from Sales.

5. Select appropriate hardware for each site dependant on volume of shipments / revenue,

after consultation with eShippng & Customer Solution Manager to ensure the most effective utilization of technology.

6. Evaluate competitor’s shipment processing systems & products via direct on-site

comparison with DHL products, feedback from customers and / or any other means of

competitor intelligence to drive continuous improvement of our products & systems.

7. Ensure that all systems are in good condition, upgraded, tested and functioning properly

before deploying to customers to ensure smooth transition with minimal disruption to the user’s business.

8. Work closely with the Area team, DZ IT and KUL/PRG team to develop solutions and

processes or modifications to existing products to continually exceed customer’s

expectations and strengthen DHL’S stronghold as a market leader in the Air Express

Industry, by providing value-added service via E-com products and customised solutions.

9. Ensure that the Electronic Service Directory file is updated at all sites within the the first 3

weeks of every quarter and new courier guides sent to SPS customers every quarter to

ensure data accuracy.

10. Check and ensure 100% manifest data return from all SPS sites, as it results in significant

cost savings for DHL.

11. Provide weekly reports on time as and when requested by the eShippng & Customer Solution Manager.

12. Ensure that all our customers using the E-com products are provided efficient and

excellent customer service as regards – Logging in of all support calls immediately and

attending to them within 24 hours, being on call 24 hours a day even whilst managing the

E-com Duty Manager roster every alternate month to attend to any critical system failures

for timely restoration, ensure systems are working at all times and in case of breakdown

prompt arrangements are made for replacement and the DHL customer server is up at all

times so that the external customers can download/upload data files when required.

13. Ensure that all mail shot requests from Sales are promptly actioned and proper

manifesting is done to ensure timely and accurate data is available to the network.

14. Assist the Billing team with reports from client systems to identify any discrepancies in

billing so that corrective action (credit notes) can be taken immediately contributing to

achievement of DOS targets.

15. Conduct a six monthly audit of all client systems and update files for hardware count,

serial and model numbers and track calibration of scales to secure control over our

systems and also quick recovery in case of breakdowns.

16. Organise quarterly meetings with Service Centre Managers and team leaders to discuss

any sites identified by couriers as potential for automation or customers with recurring

problems like miscodes, etc. so that corrective action can be taken promptly.

17. Ensure e-Com objectives are met & report monthly to the E-com Manager.

18. e-AWB Allocation Management: Constant allocation of e-AWB to new & existing

customers. Ensure maximum utilization of country’s e-AWB’s range

19. Daily review and action of CSV pre-print requests and their conversion to

e-Customers

20. e-uploads Service level maintenance in line with annual KPI'

21. Provide on-job training to new e-Com Advisors with complete overview of e-Com

department and its objectives.

22. Ensure that the e-Com Advisor is able to conduct his daily activities.

23. Assisting fresh e-Com Advisors in supporting customer special requirements, S/w Issues

and customer support.

24. Ensure all aspects of customer service in relation to Customers using DHL's eCom tools

and promotion of eCom tools.

25. Stock Management: Raise and follow-up orders, secure stocks, maintain re-order level

and conduct inventory of the e-Com Store.

26. Monitoring Manual waybills supplies & taking actions in line with the process in place at

any given time.

27. Active participation in selling, coordination & implementation of integration projects as

assigned by the eShippng & Customer Solution Manager.

3. KNOWLEDGE, SKILLS AND EXPERIENCE

 Possess a BAC + 3 or TS in computer science

 Excellent written as well as verbal communication skills in English.

 Must possess good IT experience (minimum 1 - 3 years) in a service related industry.

 Must hold a degree / diploma in an IT discipline with excellent knowledge of IT skills like

networking WAN & LAN, Microsoft applications, basic programming, and troubleshooting

on Operating Systems.

 A working knowledge of web development tools would be desirable.

 Working knowledge in computer hardware & software, with a definite interest in helping

customers benefit through the use of technology.

 Aptitude to constantly update self of developments and innovations in an extremely

volatile technical environment.

 Ability to work independently even under pressure.

 Deadline and target driven.

 Excellent presentations skills.

 Possess a valid DZ Driving licence.

 Good planning and organizing skills.

 Team Player

 Possess high energy levels and enjoys challenge.

 Ability to work effectively and build relationships with Internal as well as External DHL

Customers.

 Commercial attitude / business acumen.

 Strong analytical & logical approach towards problem solving.