Key Accounts Advisor

DHL Express; Brampton; On-site; CAD 42,000 - 62,000; Full time

Job summary

DHL Express is hiring a Key Accounts Advisor at their National Office in Brampton, Ontario. This role provides the highest level of proactive customer service to nominated major accounts, handling all regular and ad-hoc inquiries. The advisor will work closely with the Sales Team, Operations, and Gateway to ensure key customers' needs are fulfilled, and will respond to customer inquiries via Social Media Tools and other platforms.

Shift: Monday to Friday, 10 AM - 6 PM (subject to change).

Qualifications

• Degree/Diploma in Business (preferred) or equivalent.
• Minimum 1 year experience in Customer Service, in service industries.
• Customer facing and interaction skills.
• Proficiency in DHL Systems and Excel.
• Strong written and spoken communication skills.
• Negotiation and interpersonal skills.
• Analytical and organizational skills.

Responsibilities

• Provide comprehensive customer service to Key customers including bookings, inquiries, tracking, and customized contracted services.
• Reactively and proactively alert customers about transit delays and potential service incidents.
• Conduct joint visits with sales teams to Key Account customers to gather feedback and enhance service delivery.
• Collaborate with Gateway, Operations, and the network to meet transit time commitments and service levels.
• Resolve customer inquiries by coordinating with relevant departments for timely and effective solutions.
• Ensure customer satisfaction by delivering high service standards and identifying opportunities for cross-selling and upselling.
• Assist the supervisor in training and onboarding new or existing customer service staff.
• Engage with customer service, operations, and sales teams to ensure a seamless workflow.
• Monitor all inquiry channels to maintain responsiveness and clear communication between Key Account Advisors and Internal/External customers.

Skills

Customer service

Strong communication

Negotiation

Interpersonal skills

Analytical skills

Organizational skills

Education

Degree/Diploma in Business (preferable) or equivalent

Tools

DHL Systems

Excel

Job description

DHL Express is hiring a Key Accounts Advisor at their National Office in Brampton, Ontario. This role provides the highest level of proactive customer service to nominated major accounts, handling all regular and ad-hoc inquiries. The advisor will work closely with the Sales Team, Operations, and Gateway to ensure key customers' needs are fulfilled, and will respond to customer inquiries via Social Media Tools and other platforms.

Shift: Monday to Friday, 10 AM - 6 PM (subject to change).

Responsibilities

• Provide comprehensive customer service to Key customers including bookings, inquiries, tracking, and customized contracted services.
• Reactively and proactively alert customers about transit delays and potential service incidents.
• Conduct joint visits with sales teams to Key Account customers to gather feedback and enhance service delivery.
• Collaborate with Gateway, Operations, and the network to meet transit time commitments and service levels.
• Resolve customer inquiries by coordinating with relevant departments for timely and effective solutions.
• Ensure customer satisfaction by delivering high service standards and identifying opportunities for cross-selling and upselling.
• Assist the supervisor in training and onboarding new or existing customer service staff.
• Engage with customer service, operations, and sales teams to ensure a seamless workflow.
• Monitor all inquiry channels to maintain responsiveness and clear communication between Key Account Advisors and Internal/External customers.

KPI Requirements

• 75% of cases resolved within 3 days.
• 90% Quality Monitoring score.
• 75% of network activities responded to within 4 hours.
• 90% of customer call backs made on time.
• 90% emails with FMR (first manual resolution) within 8 working hours.
• 2-hour response time via social media tools.

Qualifications

• Degree/Diploma in Business (preferable) or equivalent.
• Minimum 1 year experience in Customer Service, in service industries.
• Customer facing and interaction skills.
• Software proficiency: DHL Systems, Excel.
• Strong communication skills (spoken and written).
• Negotiation and interpersonal skills.
• Analytical and organizational skills.

Degree or Diploma in Business (preferred) or equivalent; minimum 1 year of customer service experience in a service industry; proficiency in Excel and DHL systems; strong written and verbal communication, negotiation, analytical, and organizational skills.