Job Title – ELECTRONIC SHIPPING SOLUTIONS (ESS) HELPDESK EXECUTIVE
Introduction
DHL is a leading global brand in the logistics industry. DHL’s family of divisions offers an unrivalled portfolio of logistics services, ranging from national and international parcel delivery, international express, road, air and ocean transport, to industrial supply chain management. With its unrivalled presence in developing markets, DHL is decisively positioned as “THE logistics company for the world”.
DHL Express is a company that pioneered cross-border express delivery in 1969 & now is active in more than 220 countries and territories worldwide. We connect people and improve their lives. And we do it by being uncompromisingly customer-centric and delivering excellence day in and day out. By bringing people together and making life simpler – for our customers, our employees, our investors, and our society – we help make the world a better place.
Role Descriptor
DHL Express is looking for an Electronic Shipping Solutions (ESS) Helpdesk Executive to join and lead our team. He/she will be responsible for support the country ESS team in all electronic tools and activities primarily via the Helpdesk to cost-effectively resolve customer queries on eTools with a view to enhancing customer satisfaction.
Role Details
Role title : ESS Helpdesk Executive
Corporate/Business : DHL Express
Department/Function : Information Services
Job family : EXP IN Customer Facing IT
Reports to : Country CFIT Manager
Key Responsibilities
He/she will have to perform the following key activities:
ESS Management Team & IT users:
Address and resolve queries and requests from users
Maintain and record hardware inventory movements to ensure inventory records are up-to-date and accurate promotions on eTools
Work closely with the ESS team to coordinate the acquisition of ESS sales kits and marketing material and their supply to customers
Support the ESS team in selling the benefits of eTools to customers during ESS Marketing and Promotion campaigns to increase take-up rate and usage to facilitate the achievement of ESS deployment and upload targets
Work with and support the CFIT manager to implement the identified and approved CS intranet and internet strategies to support daily activities
Work with the Country ESS team to coordinate customer participation in beta testing of new releases of eTools
DHL Customers:
Address all inbound helpdesk queries on DHL’s suite of ESS applications to resolve technical issues or where the issue requires further analysis by an field support executive on-site, arrange an appropriate date/time with the customer for the on-site visit and investigation.
Initiate outbound calls and take inbound calls from customers during promotion of eTools to recommend DHL’s eTools appropriate to their trading profile and encourage its usage.
IS Department:
Liaise with IS Department on IS-related issues (eg. server issues) impacting the normal functioning of eTools.
Vendors:
Coordinate with hardware and support vendors for supplies and maintenance services.
Ensure identified ESS project benefits are measured and tracked for reporting and BDPs recorded for regional sharing.
Service Enhancements Projects:
Ensure adherence to ESS policies and procedures in the execution of all ESS-related work, particularly in timelines for deployment of eTools to customers and resolution of customer issues with eTools
Identify areas to enhance customer satisfaction and positively differentiate DHL from its competitors
Drive country ESS projects in alignment with agreed Regional ESS objectives, targets and deployment timelines.
Research and commend on design and layout and create new intranet pages per the requests of section managers
Where performance is not meeting target, ensure action plans are documented and actioned on per agreed timelines with measurements for follow-up reporting to the CFIT manager.
Validation and Testing Support for ESS applications:
Daily testing and monitoring of DHL’s suite of ESS applications deployed in-country to ensure proper functioning to meet customer requirements.
Participate in testing of and provide feedback on new releases of eTools in consultation with the Regional ESS team.
Training Functions:
Arrange and conduct training on eTools for internal staff.
Marketing and Promotion:
Support the ESS team in overseeing and managing promotions on eTools to identified targeted accounts from the customer database.
Database and Reporting Management:
Maintain database on users of eTools for sharing with the Marketing team.
Compile ESS reports for management, including monitoring and measuring ESS performance against targets and identification of performance gaps for improvement actions.
Monitor and report on eTools usage by customers and conduct ad hoc data analysis and reporting.
Maintain and update database on users of each eTool for sharing with the Marketing team.
Update and maintain the Country Internet with updated information for users.
Incumbent has no direct reports and authority over country line and functional personnel.
He/she must be able to demonstrate ability to influence decisions/actions.
Skills Required
Computer literacy: Super-user level of common office applications.
Strong analytical skills.
Aptitude and keen interest in for Electronic technologies.
Excellent problem solving capability.
Right first time philosophy and attention to detail.
Able to work independently within broadly established parameters, and exercise initiative to think “out of the box”.
Knowledge in supporting Java, J2EE, XML, Unix, Database platform, Windows Operating Systems for desktop solutions (preferable).
Previous experience in DHL or other organizations on supporting, operating or development of Electronic applications.
Profile Requirements
(Experience/Certifications/Qualifications/Licenses)
2-3 years of experience in IT Customer support Technology and applications support related role with helpdesk experience.
Good working knowledge of web-based and Electronic applications.
Diploma in Information Technology (preferable) or equivalent.
Profile Requirements
(Experience/Certifications/Qualifications/Licenses)
2-3 years of experience in IT Customer support Technology and applications support related role with helpdesk experience.
Good working knowledge of web-based and Electronic applications.
Diploma in Information Technology (preferable) or equivalent.
Posting Legal Entity DHL Express (India) Pvt. Ltd.