Customer Backline Core Advisor

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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...

The Customer Backline Core Advisor provides quality and professional track and trace services to all parties, particularly customers and the DHL network, aimed at resolving service problems to achieve and exceed defined performance standards for traces and customer service.

Key Accountabilities:

  • Provide full tracing services for customers by investigating shipment incidents involving undelivered, returned, misrouted, delayed, lost, damaged shipments etc.
  • Handle all trace enquiries in accordance with service standards and processes.
  • Deliver best in class customer service by fulfilling each customer's unique needs while adhering to DHL policies.
  • Respond to customer queries regarding information on prices, customs requirements etc.
  • Handles customer traces and shipment inquires with the intent of providing customer satisfaction, retention, and/or resolution.
  • Relentlessly pursues timely resolution on behalf of the customer.
  • Effectively communicates with DHL Network colleagues with focus on stressing a sense of urgency on behalf of the customer.
  • Meet all commitments to the customers in terms of follow-up/ongoing communication.
  • Manages a variety of databases and web-based programs to document customer issues, responses, and communications.
  • Records consistent problem areas.
  • May provide functional guidance, advice or training to less experienced Backline Representatives.
  • Ability to multi-task as there will be high Inbound customer calls, outbound calls placed to customers, along with receiving and responding to customers via email in a timely manner.
  • Liaise with other departments and Operations to address issues on service recovery.
  • Confidently and knowledgably handle customer requests/traces while maintaining composure and take all possible actions to resolve issues (without over-committing) to the customers full satisfaction.
  • Adhere to existing customer service procedures as outlined in the department or demanding situations. Follow the process of the specific role assign that could be Inbound (receiving calls and updating DHL systems), Outbound (contacting customer on agreed callback time to present update), and Buddy (supporting inbound core or outbound core).
  • Maintains effective performance under pressure. Stays positive. Is highly capable of working in a context of autonomy in a responsible manner.
  • Handle any overflow of calls from the Frontline where necessary.

Skills/Qualifications:

  • High school diploma or GED equivalent required.
  • 2 years of experience in a Customer Contact Center or Telesales environment in Experience working in teams
  • Good oral and written communication, problem solving and interpersonal skills; courteous and clear telephone voice DHL EXPRESS Job Description
  • Software skills (Word, Excel, PowerPoint, etc.) (excellent)
  • Software skills (DHL Systems, CSV, GEMA, NTPS, CSP, EMT) (excellent)
  • Communication skills, spoken and written (excellent)

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:


Employment Type: FULL_TIME
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