Key Account Executive

DHL Express; Tempe (AZ); On-site; USD 52,000 - 80,000; Full time

Benefits offered by this job

Competitive Pay

Bonus/Incentive Programs

401K with company match

Medical/Dental/Vision

Job summary

DHL Express in Tempe, AZ is seeking a qualified Key Accounts Executive to deliver superior customer service for our top global customers by handling inquiries via phone, email, and in person, and by promoting additional products and services.

The role involves high-volume email traffic, reporting, and collaboration with DHL Sales to address complex business issues; strong communication and problem solving are essential.

Qualifications

• 4+ years of experience in a team-based customer service environment and sales experience.
• Exceptional customer-focused oral and written communication; problem solving and interpersonal skills.
• Proficiency with Microsoft Outlook & Excel, database and web-based applications.

Responsibilities

• Manage a high volume of inbound email traffic, supplemented with phone contact, to assess customer needs.
• Prepare detailed reports for customers as required.
• Respond to inquiries to ensure customer satisfaction, retention and increased revenue spend.
• Review inquiries to determine appropriate solutions and responses.
• Perform first level root cause analysis.
• Arrange for expedited service recovery for shipments when necessary.
• Partner with DHL Sales to develop solutions for complex issues.
• Participate in presentations to customers and Senior DHL Management.
• Take rollover inbound calls as needed.

Skills

Customer service

Sales experience

Communication skills

MS Outlook/Excel

Time management

Initiative

SPARK Backline

Education

High School Diploma or Equivalent

Tools

SPARK Backline

Job description

What makes DHL great?

Our People! We know each employee’s individual contributions make us the #1 Delivery and Logistics Company in the world.

Distinguished as No. 1 World’s Best Workplace™ by Great Place to Work and Fortune Magazine

DHL 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…

We have an immediate career opportunity for a qualified Key Accounts Executive. As a Key Accounts Executive, you will be responsible for providing superior customer service for the DHL Express top global customers by fulfilling a variety of customer service support duties to ensure accurate information is provided to our key customers in a professional manner. This includes responding to inquiries through phone, mail, email, fax, website, and/or face-to-face contact with customers. The successful candidate will provide exceptional customer service while promoting additional products/service to existing DHL customers.

Key Responsibilities:

• Manage a high volume of inbound email traffic, supplemented with phone contact, to assess customer needs
• Prepare detailed reports, as required, for customers
• Respond to customer inquiries with the intent of providing customer satisfaction, retention, and increasing revenue spend which includes new lanes and services
• Review customer inquiries, problems, requests and suggestions to determine the appropriate solutions and/or responses
• Perform first level root cause analysis
• Arrange for expedited service recovery for shipments, when necessary
• Partner with DHL Sales representatives to develop solutions that address the complex business issues of their customers
• Participate in presentations to customers and Senior DHL Management
• Take rollover inbound calls as needed

Skills & Qualifications:

• High School Diploma or Equivalent
• 4+ years of experience in a team-based customer service environment and sales experience
• Exceptional customer-focused oral and written communication, problem solving and interpersonal skills; ability to quickly build rapport with both customer base and DHL sales reps
• Proficiency with Microsoft Outlook & Excel, database and web-based applications
• Good time management and prioritization skills
• Proven track record of taking initiative to accomplish tasks in creative ways with a sense of urgency and assertiveness
• Preferred experience with SPARK Backline functions

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'll 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.