Customer Solution Program Analyst

1 week ago

Riyadh, Saudi Arabia DHL Full time

**YOU TACKLE FOR QUALITY AND GREAT SERVICE. THIS WILL IMPROVE THE LIFE OF OUR CUSTOMERS.**

Would you like to become part of the world's most international company in the world?

A company that pioneered cross-border express delivery in 1969 and is now active in more than 220 countries and territories worldwide. Do you want to be part of a company that connects people worldwide? And the more people we connect, the better life will be on our planet.

Do you want to make a difference? Then come to our "Insanely Customer Centric" Team and become a Certified International Specialist

**JOB PURPOSE**

The jobholder is responsible to actively promote & support DHL’S range of Electronic Shipping Solutions (ESS) products and services, liaise for the equipment, manage installation, support clients and impart training & system integrations. Train & support New customers, maintain ESS Inventory based on area of responsibility

**PRINCIPAL ACCOUNTABILITIES**
- Install ESS customer facing tools (Off-Shelf & Integrations) for new customers and conduct capability demonstrations for new or potential customers to enhance the competitive advantage of using all DHL for our customers.
- Provide customers - both internal & external user training through road shows and customer evenings respectively on ESS products both on current and new versions of the software to ensure smooth shipment processing for 100% accurate manifest data.
- Evaluate customer needs, provide solutions and customise the ESS products to meet the customer’s need, without compromising DHL’s standards and also providing customers value-added services meeting regional guidelines.
- Provide support and solutions to the commercial team, with regards to any ESS products, training and accompany commercial Team to customer sites for presentations if needed to provide the customer effective utilisation of our systems. Install account rates on Easy Ship systems for customers, upon requests from commercial.
- Evaluate competitor’s shipment processing systems & products via direct on-site comparison with DHL products, feedback from customers and / or any other means of competitor intelligence to drive continuous improvement of our products & systems.
- Ensure that all systems are in good condition, upgraded, tested and functioning properly before deploying to customers to ensure smooth transition with mínimal disruption to the user’s business.
- Work closely with the Area/regional team, KSA IT and APIS to develop solutions and processes or modifications to existing products to continually exceed customer’s expectations and strengthen DHL’S stronghold as a market leader in the Air Express Industry, by providing value-added service via ESS products and customised solutions.
- Ensure that the Customer has database (address book, Commodity Code, accounts and any other data table) up to date updated at all sites as raised by DHL stakeholders.
- Ensure data accuracy normally as communicated by country/regional OPS/IT team for action.
- Check and ensure 100% manifest data return from all ESS sites monitored via the ESS gateway, as it results in significant cost savings for DHL.
- Provide weekly reports (interactions registered by eCase tool) on time as and when requested by the eShipping & Customer Solutions Manager.
- Ensure that all our customers using the ESS products are provided efficient and excellent customer service as regards - Logging in of all support calls immediately and attending to them within 24 hours, being on call 24 hours a day even whilst managing the ESS Duty Manager roster every alternate month to attend to any critical system failures for timely restoration, ensure systems are working at all times and in case of breakdown prompt arrangements are made for replacement and the DHL customer server is up at all times so that the external customers can download/upload data files when required.
- Ensure that all mail shot requests from commercial are promptly actioned and proper manifesting is done to ensure timely and accurate data is available to the network.
- Assist the Billing team with reports from client systems to identify any discrepancies in billing so that corrective action (credit notes) can be taken immediately contributing to achievement of DOS targets.
- Conduct a quarterly audit ( Ad hoc updates) of all client systems and update files for hardware count, serial and model numbers and track calibration of scales ( maintain a copy of certificate mainly for high volume service points) to secure control over our systems and also quick recovery in case of breakdowns.
- Organize quarterly meetings with Service area Managers and OPS team leaders to discuss any sites identified by couriers as potential for automation or customers with recurring problems like miscodes, etc. so that corrective action can be taken promptly.
- Ensure ESS objectives and KPI’s communicated by ESS manager are met
- e-AWB Allocation Management: Constant alloca

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