Tracing Advisor

Role Purpose

Provide quality and professional track and trace services to all parties, particularly customers and the DHL network, aimed at resolving service problems to achieve and exceed defined performance standards for traces and customer service.

Key Activities

• Assist the customer retention & care team leader to carry out relevant CS staff orientation programs and on- the-job training for CSA recruits.
• Provide full tracing services for customers by investigating shipment incidents involving undelivered, returned, misrouted, delayed, lost damaged shipments etc.
• Handle all trace enquiries in accordance with service standards and processes.
• Deliver best in class customer service by fulfilling each customer’s unique needs while adhering to DHL policies.
• Respond to customer queries regarding information on prices, customs requirements etc
• Liaise with other departments and Operations to address issues on service recovery.

Trace Process

• Confidently and knowledgably handle customer complaints whilst maintaining composure and take all possible actions to resolve issues (without over-committing) to the customers full satisfaction.

People - Management
Incumbent has no direct report and authority over country line and functional personnel. Nevertheless he/she must be able to demonstrate ability to influence decisions /actions    Informal influence to enable improvement and change within the organization. 

Competencies

Competency segment ‘Business’
Analysis:  Breaks down a problem, situation or process into its component parts, separates the main issues from side-issues, understands the nature of parts and their relationship to one another. Seeks out and critically evaluates both numerical and narrative information. Draws accurate conclusions.
Planning & Organizing: Sets clear and realistic goals and objectives. Establishes a course of action and a sequence of steps to ensure that activities and objectives are efficiently achieved. Is structured with good personal organization. Schedules time effectively and uses efficient work methods and tools.
Decision Making: Makes timely and appropriate choices based on accurate analysis and experience. Uses sound judgment even in conditions of uncertainty. Anticipates impact of decisions and plans how to manage risk.
Results Orientation: Continually seeks to accomplish critical tasks with measurable results. Overcomes obstacles and makes adjustments to achieve results. Focuses self and others to achieve targets aligned with business goals.

Competency segment ‘Leadership’
Teamwork: Works cooperatively with others to achieve target and objectives. Accomplishes own tasks in support of team goals and actively offers to help colleagues. Supports group decisions.

Competency segment ‘Personal’
Accountability: Acts responsibly. Can be counted on to keep commitments. Complies with the intent of policies, procedures and agreements. Builds others' trust in own professionalism, integrity, expertise and ability to get results.
Communication: Provides both verbal and written information in a timely, clear and concise manner. Expresses ideas effectively, adjusting style, tools and mode to the needs of others. Listens attentively, and summarizes or asks questions, when needed, to clarify information.
Self-Management: Remains calm, objective and controlled in responding to urgent or demanding situations. Maintains effective performance under pressure. Stays positive.