Job Description

We are currently seeking a highly motivated Query Handler to join our Customer Accounting team in Auckland. This role is ideal for someone with strong customer service, problem-solving, and accounts receivable experience who enjoys working in a fast-paced environment.

About the Role

As a Query Handler, you will be responsible for the prompt and professional resolution of customer billing and accounts receivable queries. You will work closely with internal stakeholders and customers to investigate disputes, resolve account issues, and ensure customer satisfaction while supporting DHL's financial objectives.

Key Responsibilities

Manage and resolve customer accounts receivable queries and disputes efficiently.
Investigate and action billing discrepancies, credit notes, and unapplied payments.
Ensure all customer queries are logged, tracked, and resolved within agreed service level agreements (SLAs).
Prepare billing adjustments and coordinate with the billing team for processing.
Liaise with Customer Accounting, Sales, Customer Service, Customs, and Duty Billing teams to resolve complex issues.
Research and allocate unallocated customer payments.
Retrieve and provide invoices and airway bills to customers when requested.
Escalate unresolved disputes through the appropriate channels.
Maintain accurate customer account records and data integrity.
Contribute to continuous improvement initiatives to reduce recurring billing issues.
Support departmental performance targets, including customer satisfaction and quality measures.

What We're Looking For

Minimum 2 years' experience in an accounting, accounts receivable, or customer service environment.
Excellent verbal and written communication skills.
Strong numerical and problem-solving abilities.
High level of accuracy and attention to detail.
Ability to manage customer conflict professionally and confidently.
Strong organisational and time-management skills.
Demonstrated ability to work under pressure and meet deadlines.
Proficiency in Microsoft Excel, Word, and Outlook.
Ability to quickly learn systems, processes, and business procedures.
Strong teamwork and collaboration skills.

What You'll Bring

Putting customers first.
Delivering quality work with accuracy and integrity.
Driving high performance and accountability.
Achieving outstanding results through proactive problem-solving.
Continuously developing your skills and knowledge.

Why Join DHL Express?

Work for a certified Great Place to Work® and global industry leader.
Ongoing learning and development opportunities.
Supportive and collaborative team environment.
Career development within a global organisation.
Be part of a company with a strong culture focused on service, quality, and people.

Apply Now

If you are customer-focused, detail-oriented, and ready to grow your career with the world's most international company, we'd love to hear from you.

DHL Express is an equal opportunity employer committed to creating an inclusive workplace where everyone can thrive.

About DHL

DHL is the leading global brand in the logistics industry. Our divisions offer an unrivaled portfolio of logistics services ranging from national and international parcel delivery, e-commerce shipping and fulfillment solutions, international express, road, air and ocean transport to industrial supply chain management.

With specialized solutions for growth markets and industries including technology, life sciences and healthcare, engineering, manufacturing & energy, auto-mobility and retail, DHL is decisively positioned as "The logistics company for the world".

DHL is part of DHL Group.

Privacy notice

https://group.dhl.com/en/data-protection.html

Industry

Transportation & Logistics

Company Size

10,000+ employees

Headquarters

Bonn, DE

Year Founded

Unknown

Website

dhl.com

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