Key Account Desk Advisor

Role Purpose: Ensure the smooth of Key Account servicing strategy for selected accounts in line with the direction of the Key Account Managers whilst continuously working with customers to identify and incorporate their evolving and emerging needs in the Key Account Servicing

Customer External

DHL Key Account Customers

• Provide the full suite of customer service offerings (including bookings enquiries supply requests) to Key Account customers in addition to customised contracted services (eg Reporting etc)
• Prepare written correspondence to customers when required to furnish information requested by customers or in dealing with complaint resolution.
• Proactively inform customers on shipment delays and potential service failures.
• Make joint visits to key account customers with sales staff as and when necessary to solicit feedback to improve the service provided to the customers.
• Stakeholders Internal

Sub function Managers

• Work with Gateway Operations and the DHL Network to achieve promised transit times service levels and other contracted service requirements for Key Account customers.
• Actively handle customers billing enquiries by liaising with Finance to ensure satisfactory resolution.

Process

Information Management

• Complete weekly monthly and quarterly reports as required by customers management and/or the sales team per prescribed time frames/intervals

Driving Customer Service Excellence

• Lead and drive customer satisfaction by providing best in class standards with a view towards establishing and maintaining a competitive advantage.

Maximizing Revenue Generating Opportunities

• Identify and promote areas with potential for revenue generation to crosssell upsell services including value added services (e.g. SII TDX and the use of eCom tools)

People management

Incumbent has no direct reports and authority over country line and functional personnel. Nevertheless he/she must be able to demonstrate ability to influence decisions/actions.

Skills / Qualifications

• Presentation skills (good)
• Customerfacing and interaction skills (excellent)
• Software skills (Word Excel PowerPoint etc. (excellent)
• Software skills (DHL Systems) (preferable)
• Communication skills spoken and written (excellent)
• Negotiation and interpersonal skills (excellent)
• Analytical organisational and motivational skills (excellent)

Competencies

Competency segment Business
Analysis: Breaks down a problem situation or process into its component parts separates the main issues from sideissues understands the nature of parts and their relationship to one another. Seeks out and critically evaluates both numerical and narrative information. Draws accurate conclusions.
Planning & Organizing: Sets clear and realistic goals and objectives. Establishes a course of action and a sequence of steps to ensure that activities and objectives are efficiently achieved. Is structured with good personal organization. Schedules time effectively and uses efficient work methods and tools.
Decision Making: Makes timely and appropriate choices based on accurate analysis and experience. Uses sound judgment even in conditions of uncertainty. Anticipates impact of decisions and plans how to manage risk.
Results Orientation: Continually seeks to accomplish critical tasks with measurable results. Overcomes obstacles and makes adjustments to achieve results. Focuses self and others to achieve targets aligned with business goals.

Competency segment Leadership
Teamwork: Works cooperatively with others to achieve target and objectives. Accomplishes own tasks in support of team goals and actively offers to help colleagues. Supports group decisions.

Competency segment Personal
Accountability: Acts responsibly. Can be counted on to keep commitments. Complies with the intent of policies procedures and agreements. Builds others trust in own professionalism integrity expertise and ability to get results.
Communication: Provides both verbal and written information in a timely clear and concise manner. Expresses ideas effectively adjusting style tools and mode to the needs of others. Listens attentively and summarizes or asks questions when needed to clarify information.
SelfManagement: Remains calm objective and controlled in responding to urgent or demanding situations. Maintains effective performance under pressure. Stays positive.

RequirementsExpected years of experience(Minimum)

• 3 years experience in Customer Service in servicerelated industry handling and resolving customers issues and complaints.
• Working knowledge of DHLs business applications standard Microsoft software (particularly Excel).
• Strong analytical thinking with strong drive to solve problems / problemsolving skills
• Good understanding of digitalization methods and tools
• Ability to independently prepare interpret and present information from various types of sources
• Ability to identify and resolve problematic areas and trends in data
• Ability to develop graphs reports and presentations