GFPS Global Executive Desk Graduate

Job description

Ref: req42549

Department: Global Financial and Professional Services
Grade: M
Hours: 40 hours a week, shifts can vary

Duties:
Fast response and escalation on any undelivered GFPS shipment
Escalation as agreed for GFPS shipment or service exceptions until resolution
Provide the business with information to ensure timely and effective resolution of all shipment & program escalation.
Ad hoc reporting as required by GFPS management
Project or program work established from Root Cause Analysis to improve great service quality
Provide analytical support where needed
Ensure Market leading service excellence by providing a 100% commitment to be 'Insanely Customer centric'
Consult with GFPS team, customer service and the DHL network to achieve the service standards for Customer programs & projects
Drive service and quality performance in line with GFPS BU and Customer SLA & priorities.
Provide customers with a pro-active service including;
Proactive management of undeliverable shipment from end to end
Contacting customers for new contact information
Contacting customers to obtain written approval for clearance, return or disposal
Daily and weekly management reporting
Contribute to the overall success of the GFPS control tower and their Customers including;
providing input and solutions to customer, team and DHL issues
attending regular team meetings
identifying areas for service & quality improvements
participating in process improvement and project management teams

Skills:
Customer Support & Management skills
Strong Communication skills (English), spoken and written
Excellent telephone manner
Competent use of DHL's applications- GEMA, OPMS, OPMC, NPTS
Thorough understanding of DHL's procedures, processes, policies and Global SOP
Articulated attention to detail
Strong analytical & problem solving skills
Software skills (Excel, PowerPoint)
Detailed understanding of the DHL network.
Ability to work under pressure and to aggressive timescales
2-5 years relevant prior experience in GFPS, QCC, Customer Service, Key Accounts or sales support environments
Experience in Customer programs and project management
A Level or equivalent

Applications
Please send all applications to
Closing Date: 14th July 2017
Interview Date: TBC