The Key Account Customer Service Executive is responsible for delivering a high standard of service to DHL’s Key Account customers by providing end-to-end support, including standard and customized services. This role ensures that all customer needs are met in a professional, timely, and efficient manner, in line with DHL’s service standards and contractual commitments.
\n\nKey Responsibilities\nCustomer Management
\n\n\nDeliver the full range of customer service support to Key Account customers (bookings, inquiries, quotations, supply requests).
\n\n\nProvide customized services such as reporting and on-site mailroom management where applicable.
\n\n\nManage proactive communications to inform customers of delays or service disruptions.
\n\n\nAttend client meetings with the sales team to maintain relationships and collect service feedback.
\n\n\nTrack and monitor shipments for Key Account customers, ensuring timely resolution of any service issues using GEMA.
\n\n\nComplaint and Claims Handling
\n\n\nEnsure all customer complaints are acknowledged, investigated, and resolved in line with DHL standards.
\n\n\nCoordinate the preparation of damage reports and insurance forms.
\n\n\nLiaise with internal stakeholders (e.g., Finance, Insurance Champion) to process claims efficiently and fairly.
\n\n\nInternal Collaboration
\n\n\nWork closely with Gateway, Operations, and the wider DHL Network to ensure service level agreements are met.
\n\n\nCollaborate with the Finance department to address and resolve billing inquiries.
\n\n\nParticipate in monthly NPA and ICCC meetings to improve customer experience by identifying service gaps.
\n\n\nReporting and Information Management
\n\n\nPrepare weekly, monthly, and quarterly reports for internal and external stakeholders as required.
\n\n\nEnsure timely and accurate updates of customer interactions and follow-ups.
\n\n\nBusiness Development Support
\n\n\nIdentify and support opportunities for cross-selling and upselling DHL products and services.
\n\n\nPromote value-added services and educate customers on new products, tools, or operational processes
\n\n\nKey Capabilities\n\n\nStrong verbal and written communication skills
\n\n\nExcellent customer-facing and interpersonal abilities
\n\n\nStrong organizational, analytical, and problem-solving skills
\n\n\nProficient in Microsoft Office (Word, Excel, PowerPoint); knowledge of DHL systems is a plus
\n\n\nAbility to influence cross-functional teams and drive positive change
\n\n\nAbility to work under pressure and manage competing priorities
\n\n\n\n\n\n\n\n\n\n\nOUR OFFER :\n\n\n\nStrong career support in an international environment.\n\n\nGreat culture and colleagues.\n\n\nMultifarious benefit program.\n\n\n\nDo you see a personal challenge in these versatile and responsible tasks? Then apply now!\n\nWe look forward to receiving your application !\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\nCompetencies\n\n\nCustomer Orientation: Committed to providing high-quality service and satisfaction
\n\n\nPlanning & Organizing: Structured and efficient with excellent time management skills
\n\n\nDecision Making: Applies sound judgment and evaluates risks effectively
\n\n\nTeamwork: Works collaboratively across departments to achieve common goals
\n\n\nAccountability: Demonstrates responsibility and ownership of tasks and outcomes
\n\n\nCommunication: Clear and concise in both verbal and written communication
\n\n\nResults Orientation: Focused on achieving goals and continuous improvement
\n\n\nRequired Qualifications and Experience\n\n\nBachelor’s Degree from a recognized university
\n\n\nMinimum of 3 years of experience in customer service or sales, preferably within the logistics or express delivery sector
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