WMX Ops Support Agent (A4, 3rd Shift)

DHL Express (USA), Inc.•Erlanger, KY

About The Position

What makes DHL great? Our People! We know each employee’s individual contributions make us the #1 Delivery and Logistics Company in the world. Distinguished as No. 1 World’s Best Workplace™ by Great Place to Work and Fortune Magazine DHL 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… We have an immediate career opportunity for a qualified Key Accounts Executive to join our WMX team. As a Key Accounts WMX Executive, you will ensure the smooth execution of Global Key Account Services/Medical Express and Guidelines for selected accounts in line with the direction of the Key Account Director, Key Account Manager and Key Account Supervisors, whilst continuously working with customers to identify and incorporate their evolving and emerging needs in Medical Express solutions.

Requirements

Bilingual in Spanish Required
2-4 years in related field (or equivalent)
Presentation skills (good)
Facilitation and training skills (good)
Microsoft Office Suite (excellent)
DHL Systems CSV, GEMA, NTPS (excellent)
Communication skills, spoken and written (excellent)
Negotiation and interpersonal skills (excellent)
Conflict resolution skills (excellent)
Analytical and organizational skills (excellent)
Time management skills (excellent)

Responsibilities

Provide the full suite of standard customer service offerings (including bookings, inquiries, supply, requests, etc.) to Key Account WMX customers in addition to customized contracted services (e.g. Reporting, proactive notification using QCC, etc)
Proactively inform customers on shipment delays and potential service failures as defined in the KAD Customer Nomination form and the customer’s Service Solutions
Arrange for expedited service recovery shipments when necessary and perform first level root cause analysis
Collaborate with WMX Americas (Regional Office) representatives to develop solutions that address the complex customer shipment issues and actively participate in feedback sessions to improve WMX processes
Review customer inquiries, problems, and requests and effectively negotiate to resolve those issues with the intent of providing customer satisfaction, retention and increasing revenue spend
Register of Bookings ambient and frozen (Dry Ice) in ELP (Express Logistics Platform)