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DHL Express, Inc. Customer Care - Frontier Advisor - Tempe, AZ in Tempe, Arizona

We won! DHL Express has been awarded with the Global Top Employer for 2020.

We have an immediate career opportunity for a qualified Frontier Advisor at our Tempe, AZ location.

As a Frontier Advisor, you will support Customer Service and the Imports Department in handling inbound calls to ensure that DHL Express delivers best-in-class service in line with market-leading standards in the areas of “frontline” customer service interaction. Ensure compliance with safety, security, regulatory, and DHL’s policies.

Key Accountabilities:

Attentively track & trace shipments, rectify shipping errors, product ordering, delivery status, and pick up/drop offs

Effectively manage a variety of database and web based programs in order to provide a timely response to customers

Provide customers with status updates on shipments experiencing delays due to US Customs Clearance

Answer general questions regarding importing shipments into the US

Respond to customers consistently and confidently by providing accurate information in all areas such as shipment status and tracking. US documentation requirements, custom requirements, transit time and prices

Enhance service experience in DHL by exercising professionalism and empathy when dealing with each individual customer's varying needs and demands

Provide accurate information to inbound calling customers by using GEMA, DCE, GTK, and Global Imaging to review the current status of the shipment or what is needed to assist with entry

Ensure schedule adherence and optimal resource utilization and productivity in order to ensure departmental capacity and flexibility to maintain operational effectiveness at all times

Review documents submitted by the customer to ensure they have been completed properly preventing further delays with the clearance process

Handle any overflow of calls from the Frontline when necessary

Submit Power of Attorney Documents to be activated.

Required Qualification:

Must be flexible to work in an office setting, work from home is only available temporarily due to COVID-19

1-2 years of Customer Service experience

HS diploma or equivalent required

Flexibility to work 8 hours shifts Monday- Friday

Proficient in Microsoft Office (Outlook, Excel, Word), data bases and web-based applications

Good oral and written communication, problem solving and interpersonal skills; courteous and clear telephone voice

All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin, protected veteran status, or on the basis of disability.

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