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Role Title
Query Investigation Agent
Reports to (title)
AR Query Investigation Team Leader / Supervisor
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Corporate / Business Division
Express
Business Unit
Express
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Career Function
Finance
Job Family
Accounts Receivable
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Geographical scope
Country / Sub-Regional
Grade
78
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Role Purpose
To handle, investigate and resolve customer enquiries from multiple channels in an accurate, professional and timely matter. To provide high customer quality standards and, enable effective accounts receivable collection.
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Date Profile Approved
Novmber 2014
Role Profiler (Name and Email)
Global AR Process Tower
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Revenue of own unit [year]
Number of countries covered [year]
No. of FTEs [Total FTEsn
nin own area of responsibility]
Direct/Dotted Line reports [only first level of reports into the role]
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Budget responsibility (including personnel cost)
n in m or bn [year]
Expected EBIT of own unit
n in m or bn [year]
Size of assets under management
nin m or bn [year]
Other relevant dimension
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Specific Role context [brief explanation]
Specific Role Challenges [brief explanation]
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Back office environment
Role involves direct customer interactions over the phone and by (e-) mails (incl. back up to call center)
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Accountabilities
Key Activities
Overall Goals / Typical Measures
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Customer - Business Roles External
Customers
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To ensure customer queries from multiple channels are attended promptly in line with set standards with dedicated attention on inbound calls and (e-) mails in call center environment
nTo provide professional and qualitative customer service in line with set DHL standards
nTo resolve customer's queries in accordance with set DHL standards
nTo promply and accurately log queries in ERP system
nTo actively promote self service functionalities and / or ensure customer query is addressed structurally so that it does not re-occur
nTo ensure cross function liaison and handle required billing adjustments
nTo manage customer escalation process when it occurs and take charge of resolution
nTo act as a billing related subject matter expert within Accounts Receivablesn
nTo support resolution of more complex billing related queries and involve in customer interactionsGrade of Service (GOS)
nAbandoned Call Rate (ACR)
nOn-time Customer Callback
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Stakeholder - Business Roles External & Internal
Billing Team
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To perform root cause analysis and, ensure billing accuracy upon receipt of queries
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nCredit Risk Management and Collection teams
nTo timely support settlement of customer collection queries
nTo facilitate AR collection and minimise disputed amounts and ageing for aged debt positions
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nCustomer Service and overseas stations / HUB and Gateway (duty department)
nTo liaise with 3rd party countries, customer service, operation, and commercial/sales when requiredTurn Around Time (TAT)
nAgeing of queries (per type)
nAmount queried (per type)
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Process
List of processes as per AR GOM/ROM 1.01 - 1.07 (1.08)
n1.01 Incoming Call processing
n1.02 Incoming (e-) Mail & E-billing file processing
n1.03 Copy Documentation processing
n1.04 Transport costs query resolution
n1.05 Duty/VAT costs query resolution
n1.06 Claim/Commercial Gesture processing
n1.07 Master data query resolution
n1.08 Credit / Debit note processing (where applicable)
One-line-resolution rate (OLR)
nDays Outstanding Queries (DOQ)
nNumber of contacts per day
nNumber of queries resolved per day
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DP DHL Competencies
Required Level
Level Requirement Statement
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Making customers more successful
N/A
Remains informed about the customer's business and needs
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Solves customer issues in a timely and responsive manner
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Shaping direction
N/A
Seeks advice and contribution from colleagues /stakeholders when developing strategies / plans
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Develops strategy / plans that deliver simple, sustainable solutions
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Driving high performance
N/A
Takes ownership to ensure improvements and innovation are implemented
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Developing others
N/A
Actively shares knowledge or experience with others
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Developing self
N/A
Conveys consistent stated personal values through his / her actions and decisions
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Changes behaviors or acquires skills and experience based on feedback
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Functional Competencies
Required Level
Level Requirement Statementn
n( depends of the customer but would set the minimum level on Preferred Supplier for a RCM)
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Analytical skills
2
Is able to gather and structure all data and information relevant for the analysis of an issue
nis able to assess the right level of detail in the context of the big picture
nIs able to identify patterns in the data
nIs able to draw conclusions and identify options for action for simple issues
nIs able to recognize obvious implications of the issue and cross-links with direct interfaces in the organization
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Business communication
2
Is able to proactively invite other people's comments and suggestions
nIs able to communicate simple to difficult messages effectively
nIs able to communicate effectively with all colleagues and (internal / external) customers Is open to other people's comments and suggestions
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DPDHL business knowledge
1
Has basic knowledge of main products, services and business processes of their key business
nIs able to apply basic knowledge and implications of their business internal organization, governance and policies to their area of responsibility
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Relationship management
1
Is able to develop a network of contacts to build up their relationships and strengthen their organizational, product and market knowledge
nIs able to address task-related issues appropriately
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Knowledge of DPDHL financial policies
1
Has knowledge of the DPDHL financial policies as far as relevant to a limited area of responsibility
nIs able to appropriately apply DPDHL financial policies to a rather limited range of activitiesn
nIs able to ensure compliance with DPDHL financial policies in their day-to-day routine activities
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Knowledge of financial metrics and tools
1
Has basic knowledge of the use and meaning of finance metrics and tools
nIs able to gather correct data to provide effective administrative support
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Knowledge of accounting standards and legal requirements regarding financial processes
1
Is able to apply (mostly basic) knowledge of accounting standards, statutory, regulatory, and legal requirements to execute rather simple, repetitive tasks
nIs able to execute their work according to instructions
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Knowledge / Experience Requirements
Business Unit
Duration (Years)
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Divisional Experience
DHL Express
Entry role
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Functional Experience
Good telephone conversation/handling skills
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Good communication and conversational skills
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High customer focus and service orientation
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Good MS excel knowledge
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Geographical Experience
Sensitive to cultural specifics
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Qualifications:
Description
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Education / Qualification / Certification
Local language(s) / Multi lingual (in Shared Service environment)
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Intermediate level of English knowledge (DPDHL Business Language) preferred
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Prerequisites and Next Career Steps
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Requirements for Delivered Business Performance
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Possible next roles
Role 1: Senior Query Investigation Agent
Required Attributes for next role: Refer to job description
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Role 2: Credit Admin Agent
Required Attributes for next role: Refer to job description
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Role 3:
Required Attributes for next role:
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Possible feeder roles
Role 1: Senior AR Customer Support Agent
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Role 2: Credit Admin Agent
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