Query Handling Front Line Representative - North Houston, TX

Houston, Texas, United States DHL Express 200058O 1. September, 2020

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 a career opportunity for a qualified Query Handling Front Line Representative at our DHL Express NorthHouston, TX location.  This important role will be responsible for handling incoming customer calls with the intent of providing customer satisfaction and retention, review customer inquiries, problems, requests and suggestions to determine appropriate solutions and/or responses.

The selected candidate will be in charge of providing a variety of customer service support duties to customers; ensuring timely and accurate information is provided to customers in a professional manner responding to inquiries through phone, mail, email, fax, website, and/or face-to-face contact with customers. In addition the individual will also be responsible for promoting and selling the company's products and services and providing operational management and support at call center locations to ensure efficient and timely resolutions of customer service issues.

Other Tasks and Accountabilities:

ØFields a high volume of in-bound calls and assess customer needs.

ØDistribute calls when necessary to other resources to ensure customer’s needs are handled in a timely fashion.

ØWorks in conjunction with outside sales representatives to provide pre-and/or post-sales support Promotes DHL Express services & products to customers.

ØAttempts to collect payment on each call. Validates customer claims, initiates billing adjustments 

ØOther duties as assigned.

ØTasks may involve extended periods of time at a keyboard and/or work station.

Skills & Qualifications:

Ø2-4 years of experience in related areas of responsibilities.

ØIntermediate knowledge of Microsoft Office Works and Excel

ØPerforms all of the standard and some specialized, more complex aspects of the function including knowledge of SAP.

ØTechnical certification or Associate degree preferred Customer Focus.

ØExcellent customer service skills with the ability to empathize with and prioritize customer needs

ØInterpersonal skills. Demonstrable conflict resolution skills. Ability to determine customer needs and provide appropriate solutions.

ØCall Center and/or Billing experience
ØBi-lingual Spanish a plus

Employee Benefits & Incentive

DHL Express benefits and incentive offerings are designed to reflect a meaningful experience for both employees and their families during their career and life journey.  Benefits and incentives include, but are not limited to:

ØIndividual and Team Bonuses/Incentives

ØTuition Reimbursement

Ø  401k

ØEmployee Shipment Discount

Ø  Career Development and Advancement Opportunities

DHL is an equal opportunity employer.  We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.  The EEO is the Law poster is available here

Facts and Figures

  • Travel Required



I like working for DHL because it is the worldwide leader in logistics where customers and employees are always in focus.

Current Employee – Project Manager in Bonn