Customer Contact Frontline Advisor

About the role

DHL is looking for a Customer Contact Frontline Advisor to provide professional, timely support to customers across multiple channels. You will be the first point of contact, handling inquiries, promoting DHL services, and ensuring a high‑quality experience.

Key responsibilities

• Track and trace shipments, resolve shipping errors, and manage product ordering, delivery status, and pick‑up/drop‑off requests.
• Handle a high volume of inbound calls, chats, emails, and other contact methods, assessing customer needs and promoting relevant DHL services.
• Operate database and web‑based applications to deliver prompt responses.
• Coordinate with other departments during outages or when calls need to be redirected.
• Offer alternatives, turn informational calls into sales leads, and suggest additional services.
• Provide accurate information on shipment status, tracking, customs documentation, transit times, and pricing.
• Enhance the service experience with professionalism and empathy.
• Encourage use of self‑service tools such as the DHL USA website, TAS, EEF, and Webship.
• Liaise with Operations and other teams to resolve customer issues quickly.
• Identify improvement opportunities and suggest solutions for processes, technology, and service quality.

Required profile

• Strong communication skills and ability to manage high‑volume customer interactions.
• Customer‑focused mindset with a professional and empathetic approach.
• Ability to promote and sell DHL products and services.
• Leadership aptitude for coordinating with internal teams during incidents.
• Problem‑solving orientation and willingness to suggest process improvements.

Required skills

• Proficiency with DHL tracking and shipment management systems.
• Experience using web‑based tools such as TAS, EEF, and Webship.
• Ability to navigate and support customers on the DHL USA website.

What we offer

• Competitive compensation package.
• Access to a range of employee programs, services, and benefits.
• Opportunities for career growth within a global logistics leader.