eCommerce Support at DHL

Key responsibilities

•  Installation, support and maintenance of Customer Access hardware and software with problem solving skills
•  Follow technological improvements and opportunities in line with policies and directions of regional IT to make better use of ESS tools to support our business
•  Ensure an optimal performance of electronic shipping solutions through a follow-up of the predefined Service Level Agreement with the Business Units
•  To implement ISO and Global SOP standards and procedures
•  Being proactive and/or reactive support to external users about all requests on Customer Access systems
•  Provide support for customer integration solutions
•  Assist with UAT’s and RTP
•  Implementing projects for the DHL customers according to their requirements
•  Preparing monthly reports for local management and Global team
•  Site visits for internal trainings and installations
•  Driving customer satisfaction in a relationship which may require face-to-face interaction under problematic circumstances
•  Achieving global targets
•  Participating in cross functional training
•  Setup a help desk in country that can support customer queries
•  Conduct periodic country visits for rollout of the tools
•  Make sure that Service Calls relating to Customer Automation systems are dealt in a timely and appropriate manner
•  Maintain web sites and intranet applications
•  Distribute a monthly newsletter to all stakeholder providing details of status against plan, new and up and coming initiatives,
•  Planning, managing and preparing the efficient use of ESS systems at Customer Access sites.
•  To integrate quality into the business by ensuring that every customer contact is a demonstration of absolute dedication towards providing first time ideal solutions

Minimum Requirements

• Diploma in Information Services / Computer Science
• 2 years of experience in IT customer support
• Possess Extended Markup Language (XML) knowledge would be an added advantage
• Proficient in IT and Software skills (Word, Excel, Powerpoint etc.)
• Possess excellent presentation, analytical, and motivational skills
• Strong teamwork / collaboration skills with good oral and written communication skills