Cross Border Connect Super User (Conversion)

SUMMARY:
The Cross Border (XB) Connect Super User will identify, investigate and resolve data holds by identifying the root cause of the data hold and coordinating the efficient resolution in a timely manner, utilizing all available resources, e.g., cross-functional groups.
ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Identify data hold and data hold type by monitoring production line and business system interaction; depending on type of data hold, coordinate action items with appropriate department support for efficient resolution; resolve all data holds using various User Interface (UI) tools in a timely manner; follow-up on successful resolution of data holds, aging and quantity of data holds in the terminal
• Review and resolve labeling issues with international (XB) mail, for example, missing zip code, incorrect or incomplete address; contact Help Desk and Customer Service to correct the package label
• Prepare shipment for re-induction into product line; direct movement to staging area
• Establish and maintain clear and open lines of communication with CRM/Sales and cross-functional CS teams to provide full visibility of all items on data hold and to implement new customers
• Provide first level on-site response and information sharing with corporate office as well as IT when there is a perceived issue with the functionality of the Connect system
• Record and maintain documentation of actions taken, by completing forms, emails, reports and logs
• Obtain access to and training in data corrects to speed up the data hold resolution process; Obtain understanding of each Connect upgrade deployed and train all Connect Users on the most recent Connect processing instructions
• Process the return of mail
• Duties may include reassignment to alternate operational areas as business needs require
• Essential duties are not necessarily exhaustive and may be supplemented or otherwise revised by DHL at its sole discretion

EDUCATION AND/OR EXPERIENCE:

• High School or equivalent training and/or least 6 months related experience preferred

REQUIREMENTS/SKILLS:

• Ability to speak English
• Understand and carry out oral instructions; read and carry out written instructions; read and verify zip code numbers, Bills of Lading, graphs, logs, schedules, work orders
• Prepare detailed records or reports such as receiving reports, operating logs, quantities, etc.
• Work under pressure, work rapidly for long periods and work on several tasks at the same time
• Strong communication and listening skills with the ability to learn quickly. Able to deal with all stakeholders

PHYSICAL DEMANDS:

• Occasionally push/pull/lift and transport mail/parcels/containers weighing up to 50 pounds
• Frequently operate a computer to prepare documents
• Frequently communicate with other departments to exchange information and prevent delays
• This is an office and warehouse environment where frequently this position will be exposed to cold, hot and changing temperatures; will frequently experience noise at medium level not damaging or loud enough to require protective equipment; will frequently be exposed to dust, dirt and changes in lighting

As a leading logistics company in one of the fastest growing industries, at DHL eCommerce Solutions, we offer our employees, and their dependents benefits and incentives to make them successful at work and home.

• Competitive Pay
• Retirement Savings - 401k with company match
• Medical, Dental, Vision, Well-being programs
• FSA/HSA availability
• Tuition Reimbursement
• Paid Time Off including vacation and sick time
• Company Paid Holidays and Floating Holidays
• Employee Discount Program
• Employee Assistance & Work Life Program
• Short Term and Long-Term Disability
• Life Insurance

EQUAL OPPORTUNITY EMPLOYER - VETERANS / DISABILITY