Key Accounts Executive - Jordanian Only - Military veterans preferred

Role Purpose:

The Key Accounts Executive is responsible for delivering high-quality, personalized service to Key Account customers. The role involves managing specialized service requests, proactive shipment tracking, addressing network service issues, resolving complaints and claims, and supporting the tracing and backline teams during peak periods or absences.

Key Responsibilities:

Customer Focus:

• Represent DHL professionally in all customer interactions.
• Respond to inquiries, bookings, and service requests promptly and within service level agreements (SLAs).
• Maintain proactive relationships through regular face-to-face visits with key accounts (at least twice per quarter).
• Manage critical complaint categories, such as customs , delays, loss, damages, and escalations.
• Educate customers on value-added services (e.g., shipment insurance, extended liability).
• Promote the use of DHL’s digital platforms and ensure Key Accounts are using MCT for email communication.
• Support backline functions during high workload periods or leave coverage.
• Attend customer meeting on site & virtually to support commercial growth and great communication.

Operational Excellence:

• Proactively Trace key accounts customers’ shipments ensuring timely delivery.
• Ensure all traces, complaints, and claims are processed accurately and in accordance with network timelines.
• Send acknowledgments and final responses to customers in line with global standards.
• Coordinate with Security and register cases in SID where required.
• Conduct daily follow-ups on unresolved cases and escalate when necessary.
• Follow DHL network standards, compliance procedures, and service policies.
• Follow up Remote Booking Request logged by customer online ensuring proactive updates and timely pick up in collecting countries.

Team Collaboration & Support:

• Collaborate to resolve special cases and ensure prompt service delivery.
• Report recurring service issues to the relevant stakeholders for process improvement.
• Provide accurate service updates and maintain active communication with customers.
• Managing any special projects requested by Key Acc. Customers.

Reporting & Analytics:

• Sharing any critical trending report needs to be discussed with SMT & ICCC Team .
• Analyse complaint trends to identify recurring issues and improvement opportunities.
• Ensure proper documentation and storage of hard and soft copies of claims and related reports.
• Utilize & Identify opportunities for improvement by using RPA (Robotic Process Automation) solutions.
• Use C360 & Sherlock to generate customized reports for Account customers when needed.
• Utilize CS Portal (Combine) in extracting reports required for RCA.
• Monitor customs updates and obtain proper authorizations for high-value shipments.
• Identify opportunities for improvement and support the implementation of RPA (Robotic Process Automation) solutions.
• Use KART to generate customized reports for Key Account customers.

^{CS Excellence Scorecard / Key Performance Indicators (KPIs)/Business Insights:}

• Contribute effectively to achieve Backline monthly Team KPIs (Available in CS KPIs & Attribute Business document) and achieve individual Key objectives within the role. (shared individually).
• Following CS process Map in handled requests.

Key Skills & Competencies:

• Problem Solving: Proactive in identifying and resolving issues under pressure.
• Customer Orientation: Committed to meeting customer needs and building lasting relationships.
• Planning and Organizing: Capable of managing multiple tasks and meeting critical deadlines.
• Decision Making: Takes timely and effective decisions to exceed customer expectations.
• Results Orientation: Focused on achieving measurable results aligned with business goals.
• Teamwork: Works collaboratively to achieve team objectives.
• Accountability: Acts responsibly, maintains professionalism, and meets commitments.
• Self-Management: Stays calm, controlled, and positive under pressure.
• Communication: Excellent written and verbal communication skills.
• Demonstrating Active Leadership attributes.
• Demonstrating & maintaining positive behaviour towards colleagues and customers.
• Attention to Detail: Delivers thorough and accurate work consistently.
• Analytic skills for business analysis skills to analyze root causes of problems and set preventive actions.
• Resilience and ability to work under pressure.

Qualifications & Experience:

• Minimum 2 years of experience in customer service (preferably within DHL).
• Diploma or equivalent educational qualification. Preferred University degree.
• Strong verbal and written English communication skills.
• Proficient in Microsoft Office (Word, Excel, PowerPoint, Outlook).
• Strong negotiation, conflict resolution, and interpersonal skills.
• Experience in the logistics or service industry is an addition.
• Previous call centre experience is preferable.