Key Account Desk Advisor

About the role

The Key Account Desk Advisor ensures exceptional customer service for Key Account clients, managing their daily service requirements, supporting contractual commitments, and building strong relationships. This role contributes to customer retention, satisfaction, and revenue growth by proactively addressing needs and identifying business opportunities.

Key responsibilities

• Provide end‑to‑end customer service support, including bookings, enquiries, shipment follow‑up and supply requests.
• Deliver customized services in line with customer agreements, handling reporting and contractual obligations.
• Prepare professional written communications for service requests, shipment information and complaint resolution.
• Proactively inform customers of delays, service disruptions and recovery actions.
• Collaborate with Key Account Managers and Sales teams to support relationships and service excellence.
• Participate in customer visits to gather feedback and identify improvement opportunities.
• Coordinate with Gateway, Operations and DHL Network teams to meet contracted transit times and service levels.
• Manage billing enquiries and liaise with Finance for timely resolution.
• Prepare and distribute weekly, monthly and quarterly customer reports.
• Identify cross‑selling, upselling and value‑added service opportunities.
• Share customer feedback and business insights with internal stakeholders.
• Ensure compliance with DHL policies, procedures and service standards.
• Support colleagues and contribute to a collaborative team environment.

Required profile

• Bachelor's degree, diploma or equivalent qualification.
• Minimum 3 years of experience in customer service within a service‑oriented industry.
• Excellent customer‑facing and relationship‑management skills.
• Strong communication abilities and a proactive attitude.

Required skills