Query Handling Administrator at DHL

Why You'll Love This Role


Responsible for managing customer accounts by ensuring timely collection of payments, resolving queries that may delay payment, and maintaining accurate customer information.


What you'll own


Follow proactive collection procedures to ensure timely payment.
Contact customers in default via telephone or email and arrange payment collection.
Allocate payments accurately in R.P.V. and ensure accounts are balanced.
Place defaulting customers on stop credit when necessary.
Schedule and diarize follow-up calls based on age analysis.
Maintain accurate and up-to-date customer information on the Masterfile.
Prepare and submit input advice for any required changes to customer details.
Ensure customers requesting invoices or statements by hand are correctly flagged on the Masterfile.
Verify invoices received weekly for accuracy and prepare AWBs for courier delivery.
Distribute flyers through the DHL network as required.
Achieve daily and weekly call targets: minimum 30 calls per day and ensure every customer in the portfolio is contacted monthly.
Meet monthly collection targets set by the Customer Account Manager or CFO; failure to meet targets for two consecutive months will trigger performance management.
Apply the "Make the Call Count" methodology to resolve queries promptly and facilitate payment.
Record all customer interactions, queries, and agreements in SAP within 24 hours, ensuring entries are factual and professional.
Prioritize reducing overdue debt (>60 days) weekly and escalate concerns to the Supervisor or Customer Accounting Manager immediately.
Allocate payments daily as per remittance instructions; report any errors to the Banking Team Leader promptly.
Ensure compliance - not to allocate payments without remittance or move invoices between accounts without written consent from the account holder.
Attend two monthly meetings with Sales Executives to review stop lists and maximize debt collection.
Maintain complete and accurate customer portfolio information, including legal entity, contacts, and email addresses, by submitting updates to MSSC and confirming changes within 48 hours.
Ensure statements and invoices contain correct information and remove outdated or duplicate data promptly.
Promote DHL e-solutions (MyAccount, eBilling) to customers where applicable.
Complete reports, incentive feedback, and ad hoc requests accurately and on time.
Prepare for weekly ledger reviews with the Supervisor or Customer Accounting Manager to agree on solutions for outstanding payments.
Do not authorize adjustments, account suspensions, or related actions without written consent from the Customer Accounting Manager or CFO.
Communicate promptly with the Supervisor regarding customer issues, potential non-payment, or dissatisfaction.
File documentation and written communication weekly per DHL record-keeping policies; ensure all actions and contacts are recorded in SAP.


What we are looking for


Post matric qualification in Finance or Credit Management
Minimum 3 years, recent credit control experience
Minimum 1-year, recent reconciliation of accounts experience
Excellent business communications skills both verbal & written
Previous experience in Accounts Receivable package (SAP)
Ability & availability to work extra hours (e.g., month end)
Previous Express and/or Freight Forwarding credit control experience