Sr. Specialist, Escalations

Position Summary:

DHL Express is seeking a detail-oriented Sr. Specialist Escalations to provide comprehensive research and recovery support to our Network Customer Service and Operations teams. This role is critical in providing timely, accurate research findings and recovery actions on escalated or missing shipments.

Duties and Responsibilities:

• Review shipment detail through multiple DHL systems
• Development, administration, and review of quality reports and metrics with CVG Operations leaders
• Timely, detailed, and accurate responses on customer and executive queries
• Delivery of performance reports and process review with local and executive regional leadership
• Develop internal process change with Global SOP adherence with coordination from operational groups
• Assisting CVG Process Improvement Manager in root cause findings for the CVG Hub

Minimum Qualifications:

• High school diploma or equivalent.
• 2+ years of administrative experience in a corporate setting.
• Proficiency in MS Office Suite (Word, Excel, PowerPoint, and Outlook).
• Strong communication and organizational skills with the ability to multitask effectively.

Preferred Qualifications:

• Advanced oral and written communication skills
• Knowledge of DHL systems and tools
• Knowledge of local and regional operations processes
• Knowledge of and proficient at using Microsoft Excel, Microsoft Word, Microsoft Outlook, Microsoft Access
• Knowledge of SQL
• Excellent written and oral communication skills
• Analytical thinking and problem solving
• Ability to work in a fast paced and high stress environment, performing multiple tasks simultaneously
• Organized
• Ability to work with limited supervision

Qualifications listed below, while not necessarily a requirement for this position in each circumstance, provide additional depth and value to the role.

The preceding job description is not intended to describe in detail the multitude of tasks that may be assigned, but rather to provide a general overview of the expectations and responsibilities of this position. As the nature of business demands change, so may the functions of this position. Additional duties and responsibilities may be assigned.

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:

https://www.eeoc.gov/employers/eeo-law-poster

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.