Billing & Querry Handling Manager

YOU DRIVE 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?

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 become a Certified International Specialist!

Grow YOUR career with DHL today!

Role Summary

Participate in design and ensure implementation of Query & Billing strategy to achieve accuracy and effective delivery of billing information to customers in line with internal and external policies and standards, regulations, and compliance requirements.

Main Responsibilities

- Ensure all billing and invoices are completed and delivered in a timely and accurate manner
- Provide solutions on complicated billing requests from major customers, striking the right balance between standardization and customers' requirements, focusing on reducing non-standard billing requirements
- Ensure queries received by Query Handling team are handled promptly and resolved within the target timeline
- Review query statistics regularly and recommend appropriate actions to improve performance
- Review and resolve disputes raised by customers
- Study and review workflow regularly in order to meet customer expectation and increase service quality
- Evaluate service level agreement between Sales, Marketing and CAD to ensure meeting dynamic business environment
- Be a main project member to improve the work process from customers' standpoint and ensure the outcome can meet customers' expectation
- Provide impact analysis / proposal on ad hoc request to senior management to facilitate decision making
- Develop a culture of quality, service excellence (for internal customers), flexibility, and cost consciousness
- Identify training needs and career development opportunities to motivate and drive a high-performance team
- Develop KPIs with team members and monitor individual performance
- Ensure proper staffing of daily activities and projects to include the right level of resources based on skills, experience and formal training / education to manage change processes

Qualifications

- Minimum Bachelor Degree in Accounting / Finance
- Have 5 – 7 years’ relevant experience with 2 years in a managerial role, preferably in logistics/transportation industry or multinational companies
- High customer focus and service orientation
- Fluent in English (written and spoken)
- Candidates must be able to meet the legal requirements to work in Indonesia
- DHL Indonesia does not sponsor or support work authorization, visa, or immigration processes for this position

Only qualified applications will be processed. We are committed to equal opportunity and reject any forms of discrimination. The basis for employee selection at DHL Group is qualification, performance, skills, and experience.

WHAT WE OFFER

- Strong career support in an international environment
- Great culture and colleagues
- Various benefit programs
- Access to comprehensive learning programs

BECOME PART OF OUR TEAM

If you are looking to further your career at the global market leader in Express logistics and are keen to be part of an organization whose focus is to connect people and improve lives, we are interested to hear from you. Apply now - We look forward to receiving your application!