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.
DHL 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. 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…
DHL Express currently has an opening for a Key Account Advisor in our National Office in Brampton, ON Location. This role will provide the highest level of value added “pro-active” customer service to nominated major accounts by handling all regular and ad-hoc enquiries. Also work closely with the Sales Team, Operations and Gateway to ensure that key customers’ needs are fulfilled. Identify customers’ evolving expectations and emerging needs and incorporate them in the Key Account Servicing. Responsible for responding to our customers inquiries via Social Media Tools and other platforms as required.
Shift timings: Monday to Friday, 10 AM -6 PM (may be subjected to change based on business needs).
How will you contribute to the success of DHL?
- Provide comprehensive customer service to Key customers (KAD-HWX- SME, Billed Customers), including bookings, inquiries, tracking and customized contracted services (e.g., scheduled reports).
- Reactively and proactively alert customers about transit delays and potential service incidents.
- Conduct joint visits with sales teams to Key Account customers when needed to gather feedback and enhance service delivery.
- Collaborate with Gateway, Operations, and the network to meet transit time commitments and service levels.
- Resolve customer inquiries by coordinating with relevant departments for timely and effective solutions.
- Ensure customer satisfaction by delivering high service standards and identifying opportunities for cross-selling and upselling (e.g., shipment insurance).
- Assist the supervisor (if applicable) in training and onboarding new or existing customer service staff.
- Engage with customer service, operations, and sales teams to ensure a seamless workflow.
- Monitor all inquiry channels to maintain responsiveness and clear communication between Key Account Advisors and Internal/External customers.
- Perform other duties as assigned to support business objectives.
Do you have what it takes?
Performance Objectives
Responsible for knowing the Global/Regional KPI target requirements as defined in the CS Scorecard. Responsible for delivering on KAD performance and KPIs, including but not limited to:
- 75% of cases resolved within 3 days.
- 90% Quality Monitoring score.
- 75% of network activities responded to within 4 hours.
- 90% of customer call backs made on time.
- 90% emails with FMR (first manual resolution) within 8 working hours.
- 2-hour response time via social media tools.
Minimum Qualifications:
- Degree/Diploma in Business (preferable) or equivalent
- Minimum 1 year experience in Customer Service, in service industries
- Customer facing and interaction skills
- Software (DHL Systems, Excel)
- Communication Skill (spoken and written)
- Negotiation and interpersonal skills
- Analytical and organizational skills
Thank you for your application. Those selected for an interview will be contacted.
All applicants are required to pass interviews, a criminal background check and other background checks in order to qualify for the position.
We are an equal opportunity employer and believe we will succeed through the recruitment and development of staff who represent the broad diversity of the Canadian workforce
