Customer Care Advisor

DHL Express, Inc.; Arizona; On-site; USD 42,000 - 52,000; Full time

Job summary

DHL Express, Inc. in the United States is seeking a Customer Care Advisor to provide high-quality track-and-trace services to customers and the DHL network, resolving service issues and meeting performance standards.

The role demands strong communication, teamwork, and proficiency with DHL systems. You will handle high volumes of calls, emails, and inquiries via phone, mail, email, or in person, ensuring accurate information and timely responses.

Qualifications

• High school diploma or GED equivalent required.
• Minimum of 2 years of experience in a Customer Contact Center or telesales environment.
• Experience working effectively in team environments.
• Strong oral and written communication skills, with effective problem‑solving and interpersonal abilities.
• Proficient in Microsoft Office applications (Word, Excel, PowerPoint).
• Advanced proficiency with DHL systems, including CSV, SPARK, NTPS, CSP, and EMT.

Responsibilities

• Provide comprehensive tracing services for customers by investigating shipment incidents.
• Manage customer traces and shipment inquiries with a focus on delivering customer satisfaction, retention, and timely resolution.
• Persistently pursue prompt resolutions on behalf of the customer.
• Communicate effectively with DHL Network colleagues, emphasizing a strong sense of urgency for customer needs.
• Meet all commitments to customers through timely follow-up and consistent ongoing communication.
• Collaborate with multiple DHL Gateway locations to provide information for clearance or to clarify requirements.
• Demonstrate strong multitasking skills by managing high volumes of inbound calls, outbound calls, and timely email responses to customers.

Skills

Communication skills

Teamwork

Microsoft Office

Call center experience

Problem solving

Education

High school diploma or GED

Tools

CSV (DHL systems)

SPARK

NTPS

CSP

EMT

Job description

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 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. In addition to competitive compensation packages, our employees enjoy a range of programs, services and benefits that bring the best to their personal lives.

Start YOUR career with DHL today...

Customer Care Advisor

The Customer Care Advisor is responsible for providing quality, professional track‑and‑trace services to customers and the DHL network, resolving service issues and meeting established performance standards. The role delivers customer support within DHL's Customer Care Department by providing accurate, timely information and responding to inquiries received by phone, mail, email, fax, website, or in person.

Key Accountabilities

• Provide comprehensive tracing services for customers by investigating shipment incidents.
• Manage customer traces and shipment inquiries with a focus on delivering customer satisfaction, retention, and timely resolution.
• Persistently pursue prompt resolutions on behalf of the customer.
• Communicate effectively with DHL Network colleagues, emphasizing a strong sense of urgency for customer needs.
• Meet all commitments to customers through timely follow-up and consistent ongoing communication.
• Manage various databases and web‑based programs to document customer issues, responses, and communications.
• Identify and record recurring problem areas.
• Provide functional guidance, advice, or training to less experienced Customer Care Representatives, as needed.
• Educate customers and communicate information clearly and effectively.
• Collaborate with multiple DHL Gateway locations to provide information for clearance or to clarify requirements.
• Demonstrate strong multitasking skills by managing high volumes of inbound calls, outbound calls, and timely email responses to customers.

Skills/Qualifications

• High school diploma or GED equivalent required.
• Minimum of 2 years of experience in a Customer Contact Center (Call Center) or telesales environment.
• Experience working effectively in team environments.
• Strong oral and written communication skills, with effective problem‑solving and interpersonal abilities; courteous and clear telephone communication.
• Proficient in Microsoft Office applications (Word, Excel, PowerPoint).
• Advanced proficiency with DHL systems, including CSV, SPARK, NTPS, CSP, and EMT. (preferred)
• Excellent verbal and written communication skills.

Employee Benefits & Incentives

DHL Express benefits and incentive offerings are designed to reflect a substantial experience for both employees and their dependents during their career and life journey. The specifics will vary, but wherever you join and in whatever role, you will find our benefits and rewards are among the best in the industry They include:

• Competitive Pay
• Bonus/Incentive Programs
• Retirement Savings - 401K with company match
• Medical, Dental, Vision, well-being programs
• Tuition Reimbursement
• Generous Paid Time Off - Starting at 4 Weeks (PT/FT)
• Paid Leave
• Employee Discount Program
• Employee Assistance & Work Life Program
• Outstanding training opportunities

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. The EEO is the Law poster is available here: https://www.eeoc.gov/employers/eeo-law-poster

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.