Customer Care Advisor

DHL Express (USA), Inc.•Tempe, AZ

10d

About The Position

What makes DHL great? Our People! We know each employee’s individual contributions make us the #1 Express Delivery and Logistics Company in the world. Distinguished as No. 1 World’s Best Workplace™ by Great Place to Work and Fortune Magazine DHL Express is committed to maintaining an environment that empowers every team member to make the greatest possible impact on our business. Our culture is about personal commitment – to our business, to each other and to our global communities. DHL is dedicated to being a great place to work. In addition to competitive compensation packages, our employees enjoy a range of programs, services and benefits that bring the best to their personal lives. Start YOUR career with DHL today… 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.

Requirements

High school diploma or GED equivalent required.
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).
Excellent verbal and written communication skills.

Nice To Haves

Advanced proficiency with DHL systems, including CSV, SPARK, NTPS, CSP, and EMT. (preferred)

Responsibilities

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.
Meet 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.