Customer Care Advisor

Key Accountabilities

• Provide comprehensive tracing services for customers by investigating shipment incidents.
• Manage customer traces and shipment inquiries with a focus on delivering customer satisfaction, retention, and timely resolution.
• Persistently pursue prompt resolutions on behalf of the customer.
• Communicate effectively with DHL Network colleagues, emphasizing a strong sense of urgency for customer needs.
• Maintain all commitments to customers through timely follow-up and consistent ongoing communication.
• Manage various databases and web-based programs to document customer issues, responses, and communications.
• Identify and record recurring problem areas.
• Provide functional guidance, advice, or training to less experienced Customer Care Representatives, as needed.
• Educate customers and communicate information clearly and effectively.
• Collaborate with multiple DHL Gateway locations to provide information for clearance or to clarify requirements.
• Demonstrate strong multitasking skills by managing high volumes of inbound calls, outbound calls, and timely email responses to customers.

Skills/Qualifications

• A high school diploma or GED equivalent.
• Minimum of 2 years of experience in a Customer Contact Center (Call Center) or telesales environment.
• Experience working effectively in team environments.
• Strong oral and written communication skills, with effective problem-solving and interpersonal abilities; courteous and clear telephone communication.
• Proficient in Microsoft Office applications (Word, Excel, PowerPoint).
• Advanced proficiency with DHL systems, including CSV, SPARK, NTPS, CSP, and EMT (preferred).
• Excellent verbal and written communication skills.

Employee Benefits & Incentives

Competitive Pay
Bonus/Incentive Programs
Retirement Savings – 401K with company match
Medical, Dental, Vision, well-being programs
Tuition Reimbursement
Generous Paid Time Off – Starting at 4 Weeks (PT/FT)
Paid Leave
Employee Discount Program
Employee Assistance & Work Life Program
Outstanding training opportunities

About the Role

The Customer Care Advisor is responsible for providing quality, professional track-and-trace services to customers and the DHL network, resolving service issues and meeting established performance standards. The role delivers customer support within DHL’s Customer Care Department by providing accurate, timely information and responding to inquiries received by phone, mail, email, fax, website, or in person.

Qualifications

A high school diploma or GED equivalent is required. Minimum of 2 years of experience in a Customer Contact Center (Call Center) or telesales environment is preferred. Experience working effectively in team environments is necessary. Strong oral and written communication skills, with effective problem-solving and interpersonal abilities; courteous and clear telephone communication are required. Proficiency in Microsoft Office applications (Word, Excel, PowerPoint) is expected. Advanced proficiency with DHL systems, including CSV, SPARK, NTPS, CSP, and EMT is preferred. Excellent verbal and written communication skills are essential.

Benefits & Incentives

DHL Express benefits and incentive offerings are designed to reflect a substantial experience for both employees and their dependents during their career and life journey. The specifics will vary, but wherever you join and in whatever role, you will find our benefits and rewards are among the best in the industry. They include:

• Competitive Pay
• Bonus/Incentive Programs
• Retirement Savings – 401K with company match
• Medical, Dental, Vision, well-being programs
• Tuition Reimbursement
• Generous Paid Time Off – Starting at 4 Weeks (PT/FT)
• Paid Leave
• Employee Discount Program
• Employee Assistance & Work Life Program
• Outstanding training opportunities

Pay

Details on pay will be provided during the hiring process.

Schedule

Details on schedule will be provided during the hiring process.

Skills

Skills/Qualifications listed above.

Benefits

Employee Benefits & Incentives listed above.

Equal Opportunity Employer

DHL is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic. The EEO is the Law poster is available here: https://www.eeoc.gov/employers/eeo-law-poster