Experience:

1 year required

Skills:

Problem Solving, Analytical Thinking, English

Job type:

Full-time

• Provide 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.
• Provide full tracing services for customers by investigating shipment incidents involving undelivered, returned, misrouted, delayed, lost damaged shipment etc.
• Handle and respond to all tracing enquiries confidently and knowledgeably in accordance with the global CS process, creating a Win-Win outcome for the customers and for ...
• Demonstrate professionalism and deliver best-in-class customer service to all internal and external customers.
• Liaise with other departments and Operations to address issues on service recovery.
• Highlight areas for improvement with suggested solutions to improve DHL's procedures, technology and service so as to positively enhance our customers' experience with DHL.
• Assist the Tracing Supervisor (if applicable) to carry out relevant CS orientation / training programs for new or existing CS staff.
• Bachelor's Degree with 1-2 years experience in a Customer Care or Customer Contact Center in a service industry (preferable).
• Good problem solving and analytical thinking.
• Good command in written and spoken English.
• English typical skills.
• Good telephone skills.
• Good conflict resolution skills.
• Technical Skills (Telephone system, Order/Shipment Track & Trace Systems and Order Booking Systems preferable).
• Good negotiation and interpersonal skills.

Experience:

3 years required

Skills:

Automation

Job type:

Full-time

• Develop and generate pricing reports, dashboards and automation tools to drive Pricing KPIs and process improvement.
• Managing and drive pricing KPIs by running regular reports and collaborating with stakeholders to implement pricing action (for example, Ship to Agreement, surcharge exception, Net Price Change, customized rates, new rates programs.
• Execute the major annual pricing projects including General Price Increase.
• Conduct analysis and review of pricing, costing, operational process, and profit for selected customers using the relevant pricing tools from Regional/Global Pricing.
• Provide competitive pricing offers and contracts for our major and key account customers whilst maintaining profit yielding structures.
• Recommend pricing strategies on RFQs and GSRT.
• Work closely with the Commercial, Operations, and other regional/ global teams to develop, implement and track recommended actions from SPA workshop and Regional Pricing.
• Devise innovative processes/ programs and solutions to make pricing more efficient through country rating system (GRE) and continue to drive profitable growth for DHL's business forward.
• Advise on appropriate pricing strategy for regional or global led RFQs upon request through Local/Regional TRB.
• Maintain country rating system (GRE) with setup of rates, S&S maintenance and all other settings.
• Train and advise sales in exercising the discount policy/pricing strategies/product tariff structure and dispensing contract rates or discounted rates appropriately.
• Ensure that all pricing collaterals such as tariff cards submitted to customers portray the brand in a positive manner and are user friendly.
• Ensure up-to-date pricing information is made available on company's SharePoint such as rates, service and surcharges, etc.
• Provide general pricing support including system support, billing errors and ad-hoc reports for stakeholders.
• Bachelor's Degree or Higher in Business Administration, Finance, Marketing, Information Technology, Computer Science, Data Analytics or equivalent will be preferred.
• Minimum 4 years' data experience in data analytics with demonstrated commercial acumen, numerical and problem-solving skill - Essential.
• Good command of English (Both of Written & Spoken).
• Hands on experience with large-scale reporting and data evaluation.
• Strong attention to detail and a demonstrated ability to ensure accuracy and quality in data analysis.
• 3-4 years experience in product and/or service pricing, marketing analysis, business analysis, or a related field will be an advantage.
• Strong analytical capability, with practical experience in MS Excel (including VBA Macro, Power Query and Power Pivot), SQL/Access, and Power BI.
• Experience with automation tools such as Power Automate, Power Apps, SharePoint Automation, RPA, or Python will be an advantage.
• Ability to manage multiple priorities, meet deadlines, and adapt effectively to changing business requirements.
• Ability to work independently as well as collaboratively within a team.
• Strong communication, project management, collaboration, and stakeholder management skills.