DHL Express - a company that connects people! What makes DHL great? Our People! We know each employee’s individual contributions make us the #1 Express Delivery and Logistics Company in the world.Distinguished as No.1 World’s Best Workplace™ by Great Place to Work and Fortune MagazineDHL Express is committed to maintaining an environment that empowers every team member to make the greatest possible impact on our business. Our corporate 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.Start YOUR career with DHL todayat our DHL Maastricht location which is DHL Express’ finance expertise center, from which high-quality and complex financial services are provided for the region and steered globally by the global process owners. This Shared Service Center offers employment to over 550 employees, with 40 nationalities, who speak 34 languages.We are looking for a customer centric Teamleader Query Investigationto join the Account Receivables team.

How will you contribute to the success of DHL?

In this role, you will lead a team of Query Investigation agents and, ensure that customer billing inquiries are handled timely, efficiently and qualitatively to guarantee customer satisfaction and effective credit collection.

Under the supervision of the team manager you are responsible for:

• Recruit build, manage and develop a team to maximize engagement, employee satisfaction, performance and ensure delivery of the agreed objectives.
• Guarantee effective capacity management for query handling front office and back office capacity.
• Ensure proper staffing of projects to include the right level of resources based on skills, experience and formal training / education to manage change processes.

Key Tasks:

• To manage customer interactions and satisfaction;

• To ensure customer queries from multiple channels are attended promptly in line with set standards with dedicated attention on inbound calls and (e-) mails in call center environment;

• To provide professional and qualitative customer service in line with set DHL standards;

• To guarantee timely and effective execution of internal control framework;

• To manage all inbound touchpoints, workstocks and related KPIs- To ensure delivery of daily and monthly query handling management reports;

• To act as a subject matter expert; proposes, implements and maintains continuous improvement log in the field of query handling;

• To actively involvement in RCA and NPA improvement initiatives;

• To adhere to the ICCC principles.

Do you have what it takes?

We are looking for somebody with +3 years of experience within the AR department and a proven track record.

• Bachelors Degree or equal by working experience;

• Strong communication and conversational skills;

• High customer focus and service orientation;

• Advanced MS Excel knowledge;

• Proficient level of the English language; Preferably you are fluent in Dutch.

• Sensitive to team dynamics and cultural aspects.

Whats in it for you? A great place to work! Really, DHL is certified as Great Place To Work. This means you will work in an environment where trust and safety are core values! Next to this, we also offer:

• A competitive salary, bonus incentives and a strong pension scheme;
• A wide range of employee benefits;
• A job in dayshifts and no weekends;
• Availability of a wide range of training possibilities;
• RCS Grade L.

Interested in this opportunity? Please apply by providing us with a CV and cover letter!

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

• DHL Finance Services B.V. Pierre de Coubertinweg 5, 6225 XT

Bob Stijnen Talent Acquisition & Development Expert bob.stijnen@dhl.com 0633052631 DHL Finance Services B.V.
Pierre de Coubertinweg 5
6225 XT Maastricht