Query Handler

About the Role

DHL Express in Auckland is seeking a motivated Query Handler to join their Customer Accounting team. This position is perfect for individuals with experience in customer service, accounts receivable, and problem-solving, who thrive in a dynamic work setting.

Responsibilities

• Efficiently resolve customer accounts receivable inquiries and disputes.
• Investigate billing inconsistencies, manage credit notes, and handle unapplied payments.
• Ensure timely logging, monitoring, and resolution of customer queries within established SLAs.
• Prepare billing modifications and collaborate with the billing team to process adjustments.
• Work closely with Customer Accounting, Sales, Customer Service, Customs, and Duty Billing departments to address complex problems.
• Research and allocate unassigned customer payments accurately.
• Provide requested invoices and airway bills to customers promptly.
• Escalate unresolved disputes through the designated channels.
• Maintain precise records of customer accounts and uphold data accuracy.
• Participate in continuous improvement activities aimed at reducing recurring billing problems.
• Support department goals including customer satisfaction and quality benchmarks.

Candidate Profile

• Minimum of two years’ experience in accounting, accounts receivable, or customer service roles.
• Strong communication skills, both written and verbal.
• Sharp numerical aptitude and problem-solving capabilities.
• Attention to detail with a high degree of accuracy.
• Ability to handle customer conflicts professionally and with confidence.
• Excellent organizational and time management skills.
• Proven ability to work efficiently under pressure and meet deadlines.
• Proficient with Microsoft Excel, Word, and Outlook.
• Quick learner adaptable to systems, processes, and business guidelines.
• Strong team collaboration skills.

Work Ethic and Values

• Prioritize customer needs consistently.
• Commitment to delivering precise, quality work with integrity.
• Drive for high accountability and performance standards.
• Proactive in solving problems to achieve excellent results.
• Dedication to ongoing professional growth and skill enhancement.

Why Join DHL Express?

• Opportunity to work at a globally recognized Great Place to Work® and market leader.
• Access to continuous learning and development programs.
• Be part of a supportive and cooperative team atmosphere.
• Enjoy career growth prospects within an international company.
• Participate in a culture that emphasizes service, quality, and employee wellbeing.

Equal Opportunity Statement

DHL Express is an inclusive employer committed to fostering a diverse workplace where all employees can flourish.