ESS Solution Analyst- Colnbrook, SL3

United Kingdom DHL Express req80673 03/07/2019
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ESS Solution Analyst - Colnbrook

The ESS Technical Helpdesk is the first point of contact for all external customers and the DHL Network who are using our Electronic Shipping Solutions (ESS). They are responsible for the identification and resolution of customer issues.

Overall Role Purpose:

The provision of technical advice and assistance to the DHL sales force, prospective or actual customers, either in support of sales activity or customer development.

Acting as point of contact for customer on-boarding / migration requests, assessing customer needs and profile against ESS strategy to determine the appropriate solution and route down the appropriate channel.

The ESS department provides DHL Express Customers with the electronic tools necessary to automate their shipping processes, comprising:
Address and data management;
Document / label production.
Electronic bookings and manifesting;

The Electronic Shipping Solutions department comprises:
ESS Technical Helpdesk: customer technical support
Professional Services: Pre-sales consultancy, e2e application management, solution design, development and customer project management.

RCA & Field team: Provision, installation and maintenance of equipment / software. daily co-ordination, management and administration functions

Brief Overview of Role Challenges:

Act as quality gate to check pre-requisite information for completeness.
Customer facing business analysis needed to perform pre-installation survey.
Providing technical expertise in all aspects of client solutions throughout the sales cycle.
Working across Customers and installation teams (both internal and external) to co-ordinate new customer installations to ensure delivery within service level agreements.
Administering customer software configurations, ensuring change and release management activities are conducted in order to maintain version control and asset registers.

Key Activities:

Customer-
Conduct telephone site surveys to confirm customer needs. Validate that installations perform against design / requirements.
Arranges installation date with customer and co-ordinates delivery agencies within SLAs

Stakeholder-
To understand the ESS strategy, customer and business requirements.
Act as point of contact for customer on-boarding / migration requests.
Route internal business as usual technical support queries to the appropriate channel.
Maintain strong working relationships with all key stakeholders:

-Integrated Systems Specialists
-Field Installation Technicians
-Application Owners
-Sales Force
-ESS management team

Provide product overview presentations / demonstrations to internal stakeholders to raise awareness of ESS applications.
Together with Application Owners, participate as subject matter expert in new product developments and user acceptance tests. 
Work with Application Owners and provide customer feedback to ensure that information / documentation provided to customer is accurate and up to date.
Co-ordinates to book installation resource

Skills / Qualifications:

Knowledge of DHL Express services and product offerings.
Techniques for ensuring that full account is taken of customers’ real and stated needs in the delivery of IT services.

Proven Customer Service skills and experience of dealing with and resolving difficult customer issues.

At least one year customer facing pre-sales experience within an enterprise organization.

Analytical thinking,

Attention to detail,

Customer Focus

Planning and Organisational skills

Communicating effectively in writing and via emails as well as word of mouth

Team work

Facts and Figures

  • Working Hours

    37.5

  • Business Unit

    DHL Express UK

  • Employment Type

    Permanent Full-Time

  • Work Permit Required

    Yes

  • Shift Requirement

    Mixed

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