Billing Specialist CDM

Would you like to be part of the most international company in the world? A company operating in more than 220 countries and territories that has been pioneering cross-border express shipping since 1969. Would you like to be part of a business that connects people across the globe? The more we connect, the better life on Earth becomes. At DHL, we recognize and reward the contribution of our people whenever we can. Whether through flexible work arrangements, a culture of openness and respect, personal mentoring, or our comprehensive range of learning and development initiatives, including our Certified programs, we will help you realize your full potential and become a specialist in your field.

About the role:

The Billing Specialist Professional Customer Data Management (CDM) role serves as a subject matter expert responsible for ensuring the accuracy, completeness, integrity, and governance of customer master data across business systems. The role oversees complex customer data processes, supports escalations, and drives compliance with established Work Instructions, GSOPs, Policies, and Data Quality standards while consistently achieving agreed Service Level Agreements (SLAs).

The Billing Specialist Professional CDM individual performs detailed analysis of customer data issues, identifies root causes, mitigates risks, and recommends sustainable solutions to improve data quality and operational effectiveness. As a trusted advisor, the role provides coaching, knowledge sharing, and support to Associates while partnering with internal and external stakeholders to ensure seamless customer data maintenance and alignment with business requirements. The role actively contributes to continuous improvement initiatives, audit readiness, quality assurance programs, and process standardization efforts. Through strong analytical skills and customer-centric thinking, the Professional CDM individual supports leadership in maintaining reliable customer master data that enables operational excellence, compliance, and an enhanced customer experience.

Main Responsibilities:

Service Delivery

• Ensure the team works and adheres to agreed procedures, to ensure ongoing standardization of work practices, to protect efficiency gains achieved within the department.

• Display role modeling in terms of employee engagement, process improvements and stakeholder management.

• Ability to work on own initiative, and according to prescribed deadlines.

• Support and follow up on business partner issue log to ensure closure as per agreed timeline.

• Coordinates and develop weekly, month-end reporting according to agreed deadlines.

• Make ongoing contribution to the created work instructions for the respective work area, ensuring same are audited on a frequent basis to keep them continuously aligned and up to date.

• Provide user support with regards to tools and processes.

• Analyze data quality discrepancies, customer master data exceptions, and validation issues, recommending corrective and preventive actions.

• Control customer master data integrity, system validations, and data quality monitoring activities.

• Execute customer data management tools and applications mainly focus on CQT process (global customers).

• Produce monthly figures for CDM and provide management information.

• Perform testing systems and processes.

• Contribute in all aspects of a project lifecycle (e.g. help outline the needs, design and build tools, prepare testing and execute testing).

• Contribute in issues resolution report/analyze/communicate CDM related numbers and statistics e.g.

• Provide and demonstrate the work done according to internal control procedures.

• Perform quality checks.

• Perform root cause analysis of data quality issues and collaborate with stakeholders to reduce customer master data defects and rework.

• Handle complex workstocks assigned according to process standards and SLA. Provide training, guidance, and support to associates, fostering a collaborative and high-performing team environment.

• Handle customer inquiries and complaints, ensuring timely and effective resolutions.

• Act as a point of contact between associates, management, and other departments, facilitating clear and effective communication.

• Lead / Participate in special projects aimed at improving departmental operations and service delivery.

Process

• Responsible to ensure the team are strictly adhere to internal authorization levels and local guidelines.

• Drive the digitization/automation of non-value adding tasks in the team.

• Establish and maintain a positive working relationship and foster a cooperative and supportive team environment, expanding to Global/Countries/Cross Departments.

• Take lead in procedures and systems risk reviews and recommend mitigation possibilities as well as increase cost efficiency and add business value.

• Facilitate/Champion in change management initiatives directed by management pertaining to organizational or system changes.

• Perform analytics and process reviews for sustainability and identification of automation/digitization opportunities.

• Prioritize process and system capability enhancements that are customer-centric and essential for business operations.

• Collaborate with all CDM team members support them in ensuring operational targets, compliance and continuous service excellence.

Qualifications & Skills:

Degree holder or equivalent through experience.
Minimum 3 years of experience in a finance/BPO environment, preferably within an SSC Billing environment.
Flexible to work on weekends and public holidays if required.
Strong analytical and problem-solving skills, with the ability to assess the impact of change requests and make informed decisions.
Experience with Advanced Microsoft Windows and Excel as an end user.
Proficient level of English, both verbal and written (required).
Results-oriented: Providing optimal support to ensure projects, programs, and portfolios achieve the best possible results in the most efficient way.
Assertive: Ability to actively participate in tactical discussions with stakeholders and challenge the status quo in a constructive manner.
Self-motivated and highly organized with a high level of attention to detail.
Energetic, enthusiastic team player.
Able to manage deadlines.
Ability to work in a fast-paced environment.
Perform quality checks (Billing Supervisory checks).
Innovative with an open mindset: Constantly reflecting on ways of working to drive continuous improvement.
Ability to prioritize and multitask, taking into consideration strategic requirements and ad hoc demands.
Big-picture thinking, with the ability to understand implications and mitigate complications.
Experience with Power BI, Power Query, and Power Automate.
Complex data analysis.
Project management is a plus.
Strong presentation, interpersonal, and intercultural skills: Able to deliver training and present information effectively.

We offer:

DPDHL offers excellent opportunities of professional growth, a multicultural environment, with attractive benefits package and competitive salary conditions.

Interested in this position please click on "Apply" and send us your application including your resume. We are looking forward to your application.

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Billing Specialist CDM

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