Posted:
Wednesday, 04 June 2025
Valid Thru:
Friday, 04 July 2025
Index Requested on:
06/05/2025 01:15:33
Indexed on:
06/05/2025 01:15:33
Location: La Ribera de Belen, H, , CR
Industry:
Other - Not Specified
Occupational Category:
13-0000.00 - Business and Financial Operations
Type of Employment: FULL_TIME
Only required for Germany, a division of DHL Express, is hiring!
Description:
Job Summary:
The AR Query Handling Supervisor is responsible for leading a team of customer support agents to ensure timely, efficient, and qualitative handling of customer billing inquiries and related queries. This role focuses on maximizing customer satisfaction, effective credit collection, and managing operational performance in both front office and back office environments.
Key Responsibilities:
- Team Leadership: Recruit, build, manage, and develop a motivated team of customer support agents to maximize performance and ensure the delivery of agreed objectives.
- Capacity Management: Guarantee effective capacity management for query handling, ensuring proper staffing levels based on skills, experience, and training.
- Customer Interaction Management: Oversee customer interactions across multiple channels, ensuring prompt and professional responses in line with DHL standards.
- Query Resolution: Manage the resolution of various queries, including duty/VAT costs, claims, master data, and credit/debit note processing.
- Performance Monitoring: Ensure timely execution of internal control frameworks and manage KPIs related to query handling, including turnaround time and days sales outstanding.
- Stakeholder Engagement: Build and maintain relationships with stakeholders across the entire Order to Cash (OTC) chain, acting as a point of escalation for complex issues.
- Process Improvement: Act as a subject matter expert and propose, implement, and maintain continuous improvement initiatives in query handling processes.
- Reporting: Deliver daily and monthly management reports on query handling performance, highlighting achievements and areas for improvement.
Responsibilities:
Please review the job description.
Educational requirements:
Desired Skills:
Required Skills and Competencies:
- Leadership Skills: Strong ability to lead and motivate a team, respecting cultural environments and fostering a positive workplace.
- Customer Focus: High level of customer service orientation and ability to manage customer satisfaction effectively.
- Analytical Skills: Proficient in analyzing processes and performance metrics to identify improvement opportunities.
- Communication Skills: Excellent verbal and written communication skills, capable of engaging with various stakeholders effectively.
- Problem-Solving: Ability to handle escalations and complex queries with tact and diplomacy.
- Technical Proficiency: Advanced knowledge of MS Excel and basic knowledge of MS Access.
Qualifications:
- Education: Bachelor’s degree in Finance, Business Administration, or a related field.
- Experience: Minimum of 5 years in customer service or accounts receivable roles, with at least 2 years in a supervisory role.
- Language Skills Intermediate proficiency in English (B2 or above)
- Industry Experience Familiarity with the logistics or express delivery industry is a plus.
Performance Objectives:
- Maintain a Grade of Service (GOS) of at least 80%.
- Achieve an Abandoned Call Rate (ACR) of less than 1 %.
- Ensure timely resolution of queries according to SLA and disputes management in accordance to global targets.
- Effectively manage Aging of Queries to meet departmental targets.
- Improve Customer Experience through the Net Promoter Score (NPS) feedback
- Promote a healthy workplace environment to the leading team.
- Among others related to the function.
Benefits:
Please see the job description for benefits.