Electronic Shipping Solution Specialist at DHL

Role Context

To support eCom Manager in attending to Ecommerce customers via phone calls and resolving issues related to eCom tools, deployment and also support all activities of Customer Access hardware and software (NG) with a view to improving the interface between DHL and its customers nationwide. With a view to improving the interface between DHL and its customers nationwide. To follow technological improvements and opportunities in line with policies and directions of regional IT to make better use of eCom tools to support our business. To ensure an optimal performance of eCom systems through a follow-up of the predefined Service Level Agreement with the Business units and determine the improvement areas and implement these as necessary.

Key responsibilities

• To proactively monitor and promptly resolve all issues that internal customers may have with the use of eCom tools.
• Support the Field Sales team in growing cash and account business through analysis and reporting from eCom applications. ¨ Ensure all DHL sites’ eCom applications are running the latest version required by the region and plan for upgrade of non-compliant sites.
• Investigate and propose solutions to improving DHL data transmission performance.
• Ensure all eCom tools used internally are working optimally.
• Preparing monthly eCom reports for local management.
• Provide support for DHL Service points and agency and ensure eCom tools used at those locations are functional.
• Installing, maintaining and solving problems of Customer Access hardware and software used within DHL Nigeria, and training users to use these systems and applications when required.
• Make sure that Service Calls relating to Customer Automation systems are dealt with and resolved according to service levels defined in the Service desk system.
• Increase Ecom usage to meet with targets set by the region.
• Training customers to use Customer Access applications running on Customer Access PCs installed at customer sites.
• E-Com applications update/upgrade.
• Controls of the customers with hardware in terms of shipments
• Maintain DHL Nigeria web site and intranet applications
• Managing existing Electronic Service Directory (ESD) and creating new files to assist in CA product installations Keep an up-to-date record of DHL assets at customer sites
• Meeting and exceeding DHL’s agreed service standards
• Meeting company and quality standards
• To provide and support eCom applications to DHL customers
• Assist in eCom deployment to customer site.
• Work with the field sales team to select the appropriate eCom tool suited for DHL customers.
• Provide ready support to all DHL customers and ensure issues are resolved in a timely manner
• Plan for deployment of upgrades and new releases of eCom tools.
• Ensure all requests for eCom deployment for customers are properly logged and managed within the SolveIT.dhl.com system
• To constantly monitor eCom
• Penetration performance and suggest ways of improving this. To provide installation and usage training on all eCom tools as may be required.

Minimum Requirements

Skills

• Communication skills (English), spoken and written
• Technical expertise in:
  • Networking protocols and understanding of data communications in a business environment
  • Wide Area Networking of various types (e.g. MPLS, ATM, Frame Relay, leased line, ISDN, VSAT)
  • High speed Local Area Networks based on Ethernet technology - Local to Wide Area network connections
• TCP/IP and other protocols - Various types of network switching equipment - DHL proprietary communications software
• Windows 9x and Windows NT/2000 - Unix Operating System (depending on local applications)

Competencies:

• Commitment to Excel Challenges self and others to exceed standards and achieve extraordinary results. Is not easily deterred when obstacles or delays are encountered.
• Adaptability Responds positively to change. Maintains effectiveness when confronted with new work situations or the uncertainty and ambiguity that comes with change. Is open to new ideas, assignments and approaches.
• Initiative A bias for taking action, making decisions and proactively doing things for both current and future opportunities.
• Planning & Organizing Plans a course of action to accomplish high-priority goals. Monitors progress.
• Anticipates problems and revises plans to meet changing circumstances.
• Communication Provides information in a timely, clear and concise manner. Expresses ideas effectively, adjusting style to the needs of others.
• Listens attentively.
• Influence Persuades others of the value of an approach or idea.
• Gains commitment and support.
• Relates well with people from a wide variety of backgrounds. Is aware of the expressed needs and perceptions of others and adept at picking up the clues to their unexpressed thoughts and feelings. Uses this information to build the relationship.
• Thinks through a situation systematically. Critically evaluates both numerical and narrative information. Draws accurate conclusions.
• Thinks through a situation systematically. Critically evaluates both numerical and narrative information. Draws accurate conclusions.
• Bachelor’s Degree in information services (or equivalent) ·
• ITIL Service Management Foundation Certificate · CCNA (Cisco Certified Network Associate) · MCP (Microsoft Certified Professional)
• 3 years DHL Sale / Customer service experience ·
• Experience within a customer facing environment
• University Degree