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 commitment, 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. We are looking for an EKAD Query Handling Agent!

How will you contribute to the success of DHL?

Supporting EKAD Experts in the ownership, investigation and resolution of key customer invoice enquiries within a European regional scope, resulting in a reduction of the overall query income. Also responsible for performing additional support activities to ensure Cash Flow continuation, all in a timely and accurate matter and with an ICCC mentality which enables an optimized collections process and improvement of customer satisfaction.

Your role

• Support EKAD experts in invoice inquiries by taking ownership, investigation and resolution actions.
• Responsible for driving initiatives to reduce Query income by performing Root Cause Analysis and seek for structural solutions.
• Resolve invoice enquiries in an accurate and timely manner, according to the ICCC standards and KPI's.
• Create, follow-up and approve of credit & debit note corrections.
• Accurately and timely logging of queries in ERP.
• Manage own work stock (execute decentralized account actions and follow up, portal uploads, (duty / transport) queries, payment & credit note allocation, logging of PtP's, customer reporting, copy doc activities, on request account clean up activities etc.) and set priorities on a daily basis to ensure Cash Flow continuation and customer satisfaction.
• In case of operational (urgent) issues you identify actions and execute possible escalations to the relevant stakeholders.
• Acquire in-depth customer specific knowledge.
• Create and maintain good working relationships with EKAD experts, sales, OTC stakeholders & customers.
• Executing daily query income reporting and provides this on a daily basis to the team.
• Executing month end figures reporting and provides this to the team.
• Meet individual/team/group related targets and performance KPI's.
• Active involvement of automation initiatives, OTC related workshops, trainings and meetings.
• Participation of business related projects.
• Seek for structural digitalization initiatives that support the EKAD and/or customer processes.
• Supporting new EKAD experts/business support agents with training and development activities.
• Logging and follow-up of IT, system, program, access and departmental related requests.
• Generating new EKAD collector code in case of ERP implementations, and responsible for updating the collector code overview.
• Processing of account maintenance related activities (i.e. account updates).

Do you have what it takes?

We're looking for an EKAD Query Handling Agent who combines strong analytical skills with a genuine customer focus. You have a good understanding of financial metrics and tools, along with knowledge of accounting standards and legal requirements related to financial processes. You're comfortable handling telephone conversations professionally and building solid relationships with customers through clear, effective communication. With good MS Excel knowledge and a service-oriented mindset, you're ready to support query handling processes accurately and efficiently.

• MBO-level education or equivalent by experience.
• Financial-administrative experience, preferably within a query handling team.
• Analytical skills combined with knowledge of financial metrics, tools, accounting standards, and legal requirements.
• Good telephone handling, business communication, and relationship management skills.
• Good MS Excel knowledge; MS Access and Power BI knowledge preferable.
• Billing experience (e.g. GWEB, IBBR, DVRA, Mybill) is a plus.
• Fluent in English, with a second language being an advantage.

What's in it for you?

A great place to work! Really, DHL is certified as Great Place To Work. This means you will work in an environment where trust and safety are core values! Next to this, we also offer:

• A competitive salary, bonus incentives and a strong pension scheme.
• A wide range of employee benefits.
• A job in day shifts and no weekends.
• Availability of a wide range of training possibilities.
• RCS Grade N.

Interested in this opportunity? Please send 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.