Team Manager Backline Customer Support – Accounts Receivable – DHL Finance Services B.V. – Maastricht

DHL Express – a company that connects people!

What makes DHL great? Our People! We know each employee’s individual contributions make us the #1 Express Delivery and Logistics Company in the world. Distinguished as No.1 World’s Best Workplace™ by Great Place to Work and Fortune Magazine, DHL Express is committed to maintaining an environment that empowers every team member to make the greatest possible impact on our business.

Our corporate culture is about personal dedication – to our business, to each other and to our global communities. DHL is dedicated to being a great place to work. Start YOUR career with DHL today at our DHL Maastricht location, which is DHL Express’ finance expertise center, from which high-quality and complex financial services are provided for the region and steered globally by the global process owners. This Shared Service Center offers employment to over 550 employees, with 40 nationalities, who speak 34 languages. For the AR Service Line department, DHL Express is looking for a motivated and results-oriented colleague to lead our Backline Customer Support team that resolves complex customer queries and escalations.

About the team

You will join the Accounts Receivable (AR) Service Line within DHL Express Finance, leading the Backline Customer Support function. The team partners closely with Pricing, Billing, Sales, the OTC and GDT process towers, and Country Finance/CFOs to optimize OTC service delivery, while role modeling our Insanely Customer Centric Culture (ICCC) and a right-first-time mindset.

How will you contribute to the success of DHL?

As Team manager Backline Customer Support, you lead, coach and manage a team of Backline Experts to ensure that customer queries are resolved timely and professionally, improving the overall customer experience by maintaining high service quality, driving team performance and aligning the team’s objectives with business goals.

• Manage, mentor and motivate a team of Backline Experts to achieve high performance and customer satisfaction.
• Conduct regular coaching and performance reviews to improve individual capabilities, addressing gaps in knowledge, skills or performance through standard DPDHL tools (Leads evaluations, IDPs).
• Responsible and accountable for the EOS process in team’s scope. Analyze needs of team, develop subsequent action plans, ensure actions are executed and recognized by team.
• Foster a positive ICCC culture within the team, ensuring that agents stay motivated and committed to delivering excellence.
• Responsible and accountable to recruit, develop and manage team members including sickness cases.
• Monitor team performance and ensure that customer complaints are handled promptly and accurately.
• Ensure adherence to company and Global OTC policies, procedures and quality standards during customer query resolution.
• Responsible and accountable for setting and achieving OTC Backline targets.
• Carry out performance dialogues and team meetings according to DHL guidelines.
• Continuously evaluate backline query resolution processes and workflows to identify opportunities for streamlining, improving efficiency and enhancing quality.
• Manage Backline resolution activities, ensuring agreed service levels and ICCC targets are met.
• Act as 2nd level management escalation to and from team members, customers and internal stakeholders when conflicting objectives need to be reached.
• Support global and regional project implementation.
• Ensure all AR Academy and other mandatory trainings and re-certifications are completed timely and management level programs (CoE, CIM, CIM Supervisory) are followed and completed.
• Active involvement in SPRs, BRM and other workshops and meetings.
• Own your team’s SWOT analysis and provide input for the departmental AOP including execution of actions.

Do you have what it takes?

• Bachelor/Master level education in a relevant field, such as finance, business management, communication, etc.
• Strong negotiation and influencing skills (including remotely)
• Strong presentation skills
• Strong analytical skills and ability to combine this excellent communication
• Fluent in English and preferably one, or more, additional European country served languages
• Strong knowledge of Microsoft Office suite, especially Excel & Powerpoint.
• More than 5 years of work experience in similar customer facing international roles – candidates with experience in multiple fields (eg Collections, Query Handling, Accounts Payable, Billing, Customer Service, Pricing, Sales) are strongly preferred
• 2-5 year of work experience with leading medium sized teams (full management cycle)
• All round experience with multi-million Euro portfolios of major (key) account customers
• Fluent in English (business) language skills and mastery of at least one other Benelux languages (Dutch, French)

What's in it for you?

• A competitive salary, bonus incentives and a strong pension scheme.
• Great onboarding and an intensive 100 days induction program.
• A wide range of employee benefits that support your wellbeing.
• Availability of a wide range of training and development packages.
• Social events and a job within a company that pays attention to our environment and future.
• RCS Grade: J.

Interested? Please apply by sending us your CV and motivational letter!

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.