Hillebrand Gori - A company of DHL
Customer Portal Expert/Customer Care
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Job Title: Customer Portal Expert/Customer Care
Job Purpose
Dual role
- Deliver UKI MyHG agenda from both an internal/external perspective.
- Ensure that all Operational targets in relation to service, quality, and productivity are always met.
GENERAL RESPONSIBILITIES
Customer Portal Expert (My Hillebrand Gori portal)
- Speak Up for Customers: Our customers are our lifeline. As a champion, you'll be their voice, making sure their needs are front and centre in everything we do providing user feedback for future developments.
- Get Everyone on Board: From demos to training sessions using our MyHillebrandGori Customer Portal, you'll be the one showing everyone in the supply chain including colleagues why our initiatives are so awesome and how they can make our lives easier.
- Be the Go-To Guru: Need help? You got it! Whether it's answering questions or troubleshooting problems, you'll be the one everyone turns to for guidance.
- Stay in the Loop: Being a champion means staying up-to-date on all the latest and greatest. That means attending meetings, webinars, and whatever else keeps you in the know.
- Give Feedback, Get Results: Your input matters. By sharing your thoughts and ideas, you'll help us make our initiatives even better.
- Celebrate Wins: Every success story deserves a shoutout. As a champion, you'll be the one cheering on our victories and inspiring others to do the same.
- Tailored Reporting: Coordinate / manage everyone’s MyHillebrandGori reporting.
- Customer Retention and Growth: Use MyHillebrandGori to support the business in this area.
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Additional Responsibilities
The above duties are not an exhaustive list. The job holder may be required to undertake additional duties as the needs of the business dictate.
KEY CONTACTS
- MyHG Team
- Internal colleagues (Globally)
- Customers
- Supply Chain Stakeholders
PERFORMANCE INDICATORS
Agreed Objectives as per below shown in MyTalentWorld:
- Individual
- Team
- Office
- UK
COMPETENCIES FOR THE ROLE
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Technical Skills
- Extensive knowledge of MyHG
- Freight Forwarding Experience
PERSONAL SKILLS
- Excellent planning and organisational skills
- Excellent communication skills
- Self-motivated and able to work without supervision
- Experienced team player
- Available to work under pressure
- Enthusiastic and driven to achieve targets and objectives
- Excellent customer service skills
Language Skills
- Excellent verbal & written English
- Any other Languages
Computer Skills
- Good computer skills including MyHG & Microsoft Office
- Knowledge of FLOW, AXIS, and QLIK
Education/Qualifications
- Good standard of general education
Professional Experience / Skills
- 1-2 years’ Experience in Freight Forwarding
APPRAISAL COMPETENCIES
- Quality of Work
- Customer Service
- Communication Skills
- Team Player
SUGGESTED TRAINING FOR THE ROLE
- Company Induction
- MyHG
- MyTalent World
- FLOW
- AXIS
- QLIK
- Customer Service
- Communication Skills
- Technical
- Insurance
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