Performance Reporting & Exception Specialist

Ref.: MEA - 11813

At DHL, people mean the world to us. That’s why our goal has always been to attract and retain the best talent the world over. We provide challenge and opportunity for personal and professional development. We recognize the difference you bring to our business, and together we share the pride of building THE logistics company for the world.

Working for DHL Global Forwarding means working for the global market leader in air and ocean freight.

At DHL Global Forwarding, our expertise lies in the fast and flexible transportation of goods and merchandise across all continents. We not only supply comprehensive international logistic services, but also play an active role in reducing C02 emissions as seen in our GoGreen product portfolio.

Overall Job Purpose:

• Generates customer reports as required by the customer
• Performs system-related activities with regard to Go Green topics
• Monitors exception (operational irregularity) and shipment status and can assign tasks if exception is not resolved
• Informs and provides status information to Customer Relation
• Specialist on customer-relevant exceptions
• May resolve complex customer complaints if assigned by the Customer Relation Specialist or overseas offices
• Analyzes and investigates repetitive incident types
• Performs root cause analysis of incidents, if necessary
• Conducts Customer Service performance and other data analyses including internal CS KPIs

Main Tasks & Key Responsibilities:

• Generates customer specific reports as required by the customer including manual adjustments including many reporting tasks classified today as Control Tower activities
• Provides the Customer Relation Specialist with reports or can send reports directly to the customer (standard reports)
• Supports Go Green reporting related activities where required
• Analyzes customer reports, if required
• Monitors shipment and exception (operational irregularity) status
• Can assign tasks if exception is not resolved
• Informs and provides status information to Customer Relation Specialist on customer-relevant exceptions
• Can resolve complex customer complaints if assigned by the Customer Relation Specialist
• Resolves customer complaints assigned by overseas offices
• Analyzes and investigates repetitive incident types and performs root cause analysis, if required
• Identifies performance improvements based on findings of root cause and repetitive incident type analysis and inform relevant parties
• Conducts internal Customer Service KPIs and service delivery performance analyses
• Performs CS performance reporting and other data analyses
• Can document and analyze customer feedback, if assigned
• Coordinates with overseas CS operative units
• Maintains knowledge and complaint solving database
• Can maintain customer contract and account information
• Escalates issues if necessary

Qualifications:

• Knowledge of forwarding business and DGF products (AFR/OFR)
• Good knowledge of CS processes and systems
• Excellent analytical and problem solving skills
• Good communication and interpersonal skills
• Good data management skills
• Good telephone and E-mail skills
• Good knowledge in English (verbal/written