Field Services Agent II: Dispatch & Customer Support

DHL Express; City of Albany (NY); On-site; USD 33,000 - 44,000; Full time

Benefits offered by this job

Competitive Pay

Bonus Programs

401K with match

Medical/Dental/Vision

Tuition Reimbursement

Paid Time Off

Paid Leave

Employee Discount

EAP & Work Life

Training opportunities

Job summary

DHL Express is hiring a Service Agent for the PM shift (1-9 PM), Monday through Friday, at our service center. You will provide customer service, sales and operational support, handle inquiries, and ensure shipments are processed and tracked accurately while complying with safety and regulatory requirements.

The role involves assisting with sorting, loading/unloading, documentation, and communicating with Sales/Service to resolve issues.

Qualifications

• High School Degree or Equivalent is required.
• Experience in customer service/support is preferred.
• Strong communication skills, both oral and written.
• Knowledge of Dangerous Goods.
• Proficient in Microsoft Office (Outlook, Excel, Word).
• Must pass FAA, TSA, and CBP background checks to obtain a SIDA badge.

Responsibilities

• Provides customer service, sales and operational support for the Service Center.
• Answers phone and greets visitors.
• Resolves billing problems in relation to the Service Center.
• Researches shipment tracking requests and provides feedback; attempts to resolve misplaced shipments.
• Communicates with Sales/Service to resolve customer problems.
• Assists with operational procedures including sorting, loading/unloading activities, shipment processing and documentation, manifesting, bagging, sending shipment status information, and accepting/securing over-the-counter payments.
• Dispatches pick-up and delivery information in a timely and efficient manner; arranges daily pick-up schedules.
• May process or prepare import/export documentation and assist in the customs clearance process in some markets.

Skills

Strong communication skills

Knowledge of Dangerous Goods

SIDA badge compliance

Education

High School Degree or Equivalent

Tools

Microsoft Office (Outlook, Excel, Word)

Job description

DHL Express is hiring a Service Agent for the PM shift (1-9 PM), Monday through Friday, at our service center. You will provide customer service, sales and operational support, handle inquiries, and ensure shipments are processed and tracked accurately while complying with safety and regulatory requirements.

The role involves assisting with sorting, loading/unloading, documentation, and communicating with Sales/Service to resolve issues.