Job Description

Role Purpose

As a Tracing Advisor, your primary objective is to provide elite-level tracking and investigation services to our global network and valued customers. You will serve as a dedicated problem-solver, conducting deep-dive investigations into shipment incidents to ensure service recovery and maintain the high-performance standards that define DHL Express.

Key Responsibilities

Comprehensive Shipment Investigation: Perform end-to-end tracing services for undelivered, misrouted, delayed, lost, or damaged shipments.
Customer Advocacy: Deliver best-in-class service by fulfilling unique customer needs and providing tailored solutions to complex logistics issues.
Professional Inquiry Handling: Manage all trace enquiries with precision, adhering strictly to global service standards and organizational processes.
Information Expert: Respond accurately to customer queries regarding pricing, international customs requirements, and shipment status.
Service Recovery: Liaise cross-functionally with Operations and other departments to facilitate rapid service recovery and shipment resolution.
Conflict Resolution: Confidently handle customer complaints, maintaining professional composure while taking decisive action to resolve issues to full satisfaction.
Operational Support: Support Frontline teams by managing overflow calls and assisting with import requests to ensure seamless service continuity.
Quality Assurance: Manage and monitor customer satisfaction surveys to gauge service impact and identify areas for improvement.
Process Compliance: Adhere to all departmental manuals and procedures while exercising necessary flexibility to resolve unique trace cases.
Continuous Improvement: Proactively highlight procedural or technological areas for enhancement to improve the overall customer experience.

Qualifications, Experience, and Competencies

University Graduate (Required).
English Language Proficiency: Excellent spoken and written English skills are mandatory.
Industry Experience: 0–2 years of experience in a Customer Contact Center or Telesales environment within a service industry.
Communication Excellence: Demonstrated ability to provide clear, concise, and timely information to both internal and external stakeholders.
Conflict Resolution: Strong ability to remain calm, objective, and controlled when responding to urgent or demanding situations.
Technical Proficiency: Skilled in using telephone systems and order booking platforms.
Analytical Thinking: Capable of breaking down complex problems into component parts to reach accurate conclusions.
Planning & Organization: Highly structured with the ability to schedule time effectively and use efficient work tools to meet targets.
Decision Making: Proven ability to make timely choices based on sound judgment, even under conditions of uncertainty.
Results Orientation: A self-starter who consistently overcomes obstacles to achieve measurable goals aligned with business objectives.
Collaborative Teamwork: Works cooperatively with colleagues to achieve group targets and actively offers support to the wider team.

Equal Treatment Clause: We are committed to fostering equal opportunity and strictly reject all forms of discrimination. At DHL Group, employee selection is based exclusively on individual qualification, performance, skills, and professional experience.

✨ We 𝗗𝗲𝗹𝗶𝘃𝗲𝗿 𝘁𝗵𝗲 𝗗𝗶𝗳𝗳𝗲𝗿𝗲𝗻𝗰𝗲

✨ We 𝗖𝗮𝗿𝗲

✨ We 𝗚𝗿𝗼𝘄 𝗧𝗼𝗴𝗲𝘁𝗵𝗲𝗿

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

Social Media