Multicarrier Support Technician
RCS Level: P3
Job Family Summary:
This role will support integrations between customer premise systems and DHL, encompassing multiple file formats and data sets, working with existing resources to support internal and external requests.
Provide support and relationship management to third party vendor partners who support DHL Express as a carrier in their software. The customer base includes global strategic customers such as Amazon and Borderfree, country strategic customers such as Borderlinx, Gateway Express, and Honeywell, as well as hundreds of smaller customers who want DHL Express capabilities available within their ecommerce websites
This includes configuring offline manifest integrations for new and existing customers and applications, monitoring for and resolving issues with data and/or data mapping of manifest information to ensure that complete shipment information is received nightly.
Role acts as a point of contact for EDI related question and requests, to address capabilities and process of engagement for sales and customers.
Data analysis and delta reporting
Communicate key data changes that could affect customer experience
Report on project status
Provide direct customer and vendor support for integration to DHL Express
Help test and certify vendor software for compliance to DHL specifications
Perform UAT on supported applications
Comply with established policies and standards to ensure that access to company information and systems resources, in any medium or format, is limited to authorized personnel.
Independently perform assignments to achieve stated objective. Determines and develops approach to solutions. Receive technical guidance only on unusual or complex problems or issues.
May be responsible for entire projects or functions having moderate scope/impact and complexity, or portions of projects having considerable scope/impact to department, area, and, at times, business unit results. Errors in judgment or failure to achieve objectives may cause delays in program schedules and may require moderate expenditure to rectify.
Possesses and applies comprehensive knowledge of particular field of specialization to the completion of complex assignments. Primary contribution is in applying knowledge (product, industry, professional, technical) doing individual contributor work. May provide input in development of operating plans/budgets.
May oversee the completion of projects or assignments, including; planning, assigning, monitoring, and reviewing progress and accuracy of work, evaluating results, etc. May contribute to employees' professional development.
Performs advanced level professional work. Identifies key barriers/core problems and applies problem-solving skills in order to deal creatively with complex situations. Troubleshoots and resolves complex problems.
Skill & Qualifications:
Experienced Professional contributor with responsibility for an advanced area of work in the professional IT field.
BS/BA in related discipline and 5-8 years of experience in related field
Attention to detail and data analysis skills a must
Project Management experience a must
Proficient with web service technologies (XML, JSON, SOAP, etc)
Knowledgeable with security concepts pertaining to web services.
Knowledgeable in current database technologies and concepts.
Experience with writing technical documents.
Depending on functional area of assignment, tasks involve the ability to exert light physical effort in sedentary to light work, which may involve some lifting, carrying, pushing and/or pulling of objects and materials of light weight (up to 20 pounds). Requires manual dexterity and visual and hearing acuity. Tasks may involve extended periods of time at a keyboard or work station. Tasks are regularly performed inside without potential for exposure to adverse conditions, such as dirt, dust, pollen, odors, fumes and/or poor ventilation, wetness, humidity, rain, temperature and noise extremes, machinery and/or moving vehicles, vibrations, electric currents, animals/wildlife, toxic/poisonous agents, gases or chemicals, oils and other cutting fluids, violence and/or disease, or pathogenic substances.
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
Mon - Fri
DHL Express US
Work Permit Required
Day time only