Customer Service Team Leader - Slough, United Kingdom - DHL Parcel UK

DHL Parcel UK
DHL Parcel UK
Verified Company
Slough, United Kingdom

2 weeks ago

Tom O´Connor

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Tom O´Connor

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Description
Deutsche Post DHL Group is the world's leading postal and logistics service provider.

As one of the world's largest employers in over 220 countries and territories, we see the world through different eyes.

With our network focused on service, quality and sustainability, we connect people all over the world and improve their quality of life.

This applies not only to our customers, but also to every single member of our team.


Our Deutsche Post UK office forms part of a larger European team focused on growing the Deutsche Post AG brand and finding customers who are the perfect fit for our wide range of mail and packet products and ecommerce solutions.

Our Customer Service team deal with enquiries from customers in a positive and pro-active way; we are looking for passionate customer service team leader to join our team in Langley but there is flexibility for a
hybrid working approach (a mix of office base and remote working)

The main responsibilities for this role are

  • Provide frontline customer support, handling enquiries, complaints, sales leads, dm layout approvals, escalating to account management level/Sales Support Manager as appropriate
  • Provide specialist support on tracked packet products
  • Identify business opportunities and work with NKAM to progress sales and onboard solutions.
  • Customer Analysis and monitoring
  • Be responsible for coordinating & working with the NKAM after final negotiation.
  • Attend client review meetings with or without Account Managers as appropriate to the customers SLA and requirements
  • Work closely with the Customer solutions team to develop bespoke solutions
  • Work as part of the project management team when managing complex on boarding of new customers
  • Work closely with local mail terminal operational team to ensure high quality of customer services.
  • Provide a high level of expertise on all core products and direct entry German products and support the NKAM with reference material.
  • Use Salesforce to extract data and compile management reports on customer satisfaction, customer contacts, opportunities, pipeline and success rate using PPT, excel and other systems
Our attributes are the lifeblood of everything we do.

We are looking for people to join us, who have a
'Passion' to deliver with a happy heart, energy and commitment.

We want our people to work
'As One' team across all areas of the business with a
'Can Do' mindset and commitment to deliver
'Right 1st Time' for all of our customers.

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