Job Description

About us

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DHL Supply Chain

is a division of Deutsche Post DHL and is affiliated with DHL. Headquartered in Bonn, Deutsche Post has 510,000 employees.[3]



In 2016, DHL Supply Chain was primarily competing in strategic life sciences and healthcare, automotive and technology sectors of the market. The automotive sector, with its Lead Logistics Provider (LLP) service, has been shifting to China, India and Mexico as those countries become significant vehicle and parts manufacturers.[4] In Canadian and USA markets DHL Supply Chain operated under the name Exel until January 2016.

Responsibilities

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Daily Responsibilities

Platform Ownership:

Act as the primary point of contact for all

Freshdesk

and

Five9

platform-related matters, including escalations, incident resolution, and continuous optimization.

System Configuration & Design:

Design, implement, and maintain

Freshdesk

ticketing workflows, SLAs, automation rules, and knowledge base structures to support efficient issue management and user support.

Five9 Administration:

Configure and optimize

Five9

call routing, IVR flows, agent profiles, and reporting dashboards to ensure seamless customer interactions and performance visibility.

Platform Consolidation & Migration:

Lead the

migration and consolidation

of regional or legacy

Freshdesk

and

Five9

environments into a unified global platform, ensuring process standardization and data integrity.

Account Management:

Manage user accounts and access controls across integrated systems -- including

Freshdesk

,

Five9

, and related IBM applications (HPS, CPPS IMS, TSO, SeLECT, etc.) -- covering user setup, password resets, extensions, deletions, and validations.

Operational Troubleshooting:

Identify, investigate, and resolve system and operational issues impacting order flow, ticket handling, or communication tools, including coordination with IT and regional teams.

Incident Management:

Oversee the Freshdesk ticket lifecycle, ensuring timely categorization, prioritization, and closure of incidents in line with SLAs.

Knowledge & Training:

Conduct training sessions and develop user guides for agents and supervisors to promote platform adoption and consistent process execution.

Performance Optimization:

Analyze data and feedback from both

Freshdesk

and

Five9

to identify improvement opportunities in automation, workflow efficiency, and customer service delivery.

Cross-Functional Collaboration:

Work closely with Control Tower leads, regional operations, IT, and IBM teams to align system architecture, integration standards, and rollout plans.

Requirements

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Clear Communication: Ability to convey complex technical information to technical and non-technical stakeholders.

Active Listening: Skills in listening to user concerns and understanding their needs to provide effective solutions.

Analytical Thinking: Strong ability to analyze problems, identify root causes, and develop effective solutions.

Creativity: Innovative approach to solving complex and recurring issues.

Teamwork: Ability to work well within a team, including cross-functional teams, to achieve common goals.

Experience in system migration, data mapping, project management and change management.

* Excellent communication, stakeholder management, and training skills.