Customer Support Agent - Accounts Receivable

DHL Express; Maastricht; On-site; EUR 29,000 - 39,000; Full time

Job summary

DHL Express Maastricht is seeking a Customer Support Agent (Frontline) to serve as the main contact for our B2B customers. You will manage order-to-cash inquiries, mainly related to (e-)billing, and strive to resolve issues quickly while maintaining strong relationships.

You will handle multiple databases, route calls, and aim to answer 90% of incoming calls within 10 seconds. Fluent Dutch and English are required, with French or German as a plus; a proactive, team-oriented attitude is essential.

Qualifications

• Experience in a complex customer service field.
• Strong written and verbal communication.
• Customer-oriented mindset and empathy.
• Ability to multitask in a dynamic environment.

Responsibilities

• Be the main contact for our B2B customers and maintain relationships.
• Resolve issues quickly within the order-to-cash/billing process.
• Manage databases and routes calls to ensure customer needs are met.
• Strive to answer 90% of incoming calls within 10 seconds and deliver quality.

Skills

Multitask

Excellent written English

Excellent communication

Customer-oriented mindset

Strong IT skills

Dutch and English fluent

French or German a plus

Job description

DHL Express – a company that connects people! What makes DHL great? Our People! We know each employee’s individual contributions make us the #1 Express Delivery and Logistics Company in the world. Distinguished as No.1 World's Best Workplace by Great Place to Work and Fortune Magazine, DHL Express is committed to maintaining an environment that empowers every team member to make the greatest possible impact on our business. Our corporate culture is about personal commitment – to our business, to each other and to our global communities. DHL is dedicated to being a great place to work. Start YOUR career with DHL today at our DHL Maastricht location which is DHL Express’ finance expertise center, from which high-quality and complex financial services are provided for the region and steered globally by the global process owners. This Shared Service Center offers employment to over 550 employees, with 40 nationalities, who speak 34 languages. We are looking for a Customer Support Agent (Frontline) to join the Accounts Receivable team.

How will you contribute to the success of DHL?

You will be the main contact for our B2B customers and it’s your job to maintain strong customer relationships by listening to them and resolving issues as quickly as you can. Your focus will be within the order-to-cash process and the enquiries are mostly related to (e-)billing.

• You act as a DHL ambassador;
• You manage a variety of databases and programs to provide timely responses to our customers;
• You distribute calls when necessary to other resources to ensure our customers’ needs are met;
• Be proactive: our promise is that we answer 90% of incoming calls within 10 seconds;
• You deliver quality within limited timeframes.

Do you have what it takes?

With your experience in a complex customer service field, you know exactly how to relate to customers’ problems. You have a passion for genuinely interacting, helping and inspiring customers. Not a single day is the same and that is exactly what you are looking for. With a high level of stress tolerance, you thrive in a dynamic environment.

• Strong written skills (around 70% of our customers reach out to us by email);
• Great communication skills;
• Customer-oriented mindset;
• Ability to multitask and work in a team;
• Strong IT skills;
• Fluent in Dutch and English. Preferably also a good command of French or German.

What’s in it for you?

A great place to work! DHL is certified as Great Place To Work. This means you will work in an environment where trust and safety are core values. Next to this, we also offer:

• A competitive salary, bonus incentives and a strong pension scheme;
• A wide range of employee benefits;
• A job in day shifts and no weekends;
• Availability of a wide range of training possibilities;
• RCS Grade O.

DHL is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.