Customer Portal Expert/Customer Care

Hillebrand Gori - A company of DHL; Southampton; On-site; GBP 28,000 - 42,000; Full time

Job summary

Hillebrand Gori - A company of DHL in the United Kingdom seeks a Customer Portal Expert/Customer Care to support the MyHG portal for customers and internal teams.

This dual role champions the voice of customers, delivers demos and training, and ensures service, quality and productivity targets are met across the supply chain.

You will collaborate with global colleagues, gather feedback for improvements, and help colleagues understand how MyHG initiatives benefit operations.

Qualifications

• Extensive knowledge of MyHG system.
• 1-2 years’ experience in Freight Forwarding.
• Excellent planning and organisational skills.
• Excellent communication and customer service.
• Fluent English (written and spoken).

Responsibilities

• Champion the MyHG portal for internal and external users.
• Deliver UKI MyHG agenda from internal/external perspective.
• Ensure service, quality and productivity targets are met.
• Provide user feedback for future developments.
• Train and demo to stakeholders on the MyHG portal.
• Coordinate reporting and stakeholder communications.

Skills

MyHG knowledge

Freight forwarding

Planning & org

Customer service

Team player

Self-motivated

Communication

Work under pressure

Education

General education

Tools

MyHG

Microsoft Office

FLOW

AXIS

QLIK

Job description

Job Title :

Customer Portal Expert/Customer Care

Job Purpose :

• Dual role
• Deliver UKI MyHG agenda from both an internal/external perspective.
• Ensure that all Operational targets in relation to service, quality and productivity are always met.

GENERAL RESPONSIBILITIES:

• Customer Portal Expert (My Hillebrand Gori portal)
• Speak Up for Customers: Our customers are our lifeline. As a champion,
• you'll be their voice, making sure their needs are front and centre in
• everything we do providing user feedback for future developments.
• Get Everyone on Board: From demos to training sessions using our MyHillebrandGori Customer Portal, you'll be the one
• showing everyone in the supply chain including colleagues why our
• initiatives are so awesome and how they can make our lives easier.
• Be the Go-To Guru: Need help? You got it! Whether it's answering
• questions or troubleshooting problems, you'll be the one everyone turns to
• for guidance.
• Stay in the Loop: Being a champion means staying up-to-date on all the
• latest and greatest. That means attending meetings, webinars, and
• whatever else keeps you in the know.
• Give Feedback, Get Results: Your input matters. By sharing your thoughts
• and ideas, you'll help us make our initiatives even better.
• Celebrate Wins: Every success story deserves a shoutout. As a champion,
• you'll be the one cheering on our victories and inspiring others to do the
• Tailored Reporting: Co-ordinate / manage everyone’s MyHillebrandGori reporting
• Customer Retention and Growth: Use MyHillebrandGori to support the business in this area.

Additional Responsibilities

• The above duties are not an exhaustive list. The job holder may be required to undertake additional duties as the needs of the business dictate.

KEY CONTACTS

• MyHG Team
• Internal colleagues (Globally)
• Customers
• Supply Chain Stakeholders

PERFORMANCE INDICATORS

• Agreed Objectives as per below shown in MyTalentWorld:
• Individual
• Team
• Office
• UK

COMPETENCIES FOR THE ROLE

Technical Skills

• Extensive knowledge of MyHG
• Freight Forwarding Experience PERSONAL SKILLS
• Excellent planning and organisational skills
• Excellent communication skills
• Self-motivated and able to work without supervision
• Experienced team player
• Available to work under pressure
• Enthusiastic and driven to achieve targets and objectives
• Excellent customer service skills

Language Skills

• Excellent verbal & written English
• Any other Languages

Computer Skills

• Good computer skills including MyHG & Microsoft Office
• Knowledge of
• FLOW
• AXIS
• QLIK

Education/Qualifications

• Good standard of general education

Professional Experience / Skills

• 1-2 years’ Experience in Freight Forwarding

APPRAISAL COMPETENCIES

• Quality of Work
• Customer Service
• Communication Skills
• Team Player

SUGGESTED TRAINING FOR THE ROLE

• Company Induction
• MyHG
• MyTalent World
• FLOW
• AXIS
• QLIK
• Customer Service
• Communication Skills
• Technical
• Insurance