Senior Ess Field Executive

5 days ago

Ho Chi Minh City, Vietnam DHL Full time

**YOU TACKLE FOR QUALITY AND GREAT SERVICE. THIS WILL IMPROVE THE LIFE OF OUR CUSTOMERS.**

Would you like to become part of the world's most international company in the world that also a Top Employer and a No. 1 World’s Best Work Place?

A company that pioneered cross-border express delivery in 1969 and is now active in more than 220 countries and territories worldwide. Do you want to be part of a company that connects people worldwide? And the more people we connect, the better life will be on our planet.

Do you want to make a difference? Then come to our "Insanely Customer Centric" Team and deliver excellence in a digital world, AS ONE

**YOUR TASKS**:
**Field Support**
- Provide post deployment support for Customer Integration Setup.
- Help customers during initial Electronic Shipping Solution (ESS) products deployment and hand-hold customers through the implementation process for the ESS products to ensure adequate comprehension and proper usage of the tools
- Visit ESS customers on demand basis to gauge satisfaction with the ESS products, to ascertain any need for extra training and collect suggestions for improvements.
- Support customer integration based on ESS tools.
- Ensure ESS tool setup and maintained compliance with IT policies (e.g version, label format, waybill number assignment).
- Root cause analyzing to consult or propose solutions (HW/SW) to customers.

**Help Desk**
- Make joint sales calls together with Sales staff, to demonstrate the benefits of DHL’s ESS tools to customers.
- Assist customers in trouble shooting queries and problems on the ESS tools.
- Assist and guide customers in the setting up of the ESS tools and customized management reports.

**Internal Facing**
- Monitor and review daily data return from customers to ensure that the customers are transmitting data on-time and with good quality.
- Co-ordinate with DHL departments which will be affected by the ESS Tools.
- Join user acceptance testing and implement new ESS tools or upgrade/migrate to new version of ESS tools.
- Technical Escalation for ESS related issues.
- Execute company’s marketing program for ESS customers.
- Act as a part of releasing new ESS tools or new build of existing tools, Executive work on Localization tasks such as, translation or testing on VN OS environment.

YOUR PROFILE:

- **Bachelor's Degree in Computer Science/Information Technology or equivalent.**Technical Support Experience**
- Minimum 2 years of experience in IT customer support (4-5 years for Senior Support Executive position), preferably with experience in eCommerce related and/or logistic industry.Experience in identifying, investigating, consulting and resolving user’s problems with computer software and hardware regarding issues that are beyond the expertise of eCommerce and Logistic domain.

Ability to explain technical issues to technical and nontechnical persons (customers or colleagues)

Ability to conduct Remote and On-site support
- **Others**

Excellent in interpersonal skills

Experience working in International Companies is a plus

OUR OFFER:

- Strong career support & lots of opportunities in an international environment.
- Global certified training and a professional coaching & feedback culture
- Respect and Results culture
- Multifarious benefit programs
- Multifarious engagement activities under “Best Day Everyday” - our Health & Well-being program

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