Job Description

What makes DHL great? Our People! We know each employee's individual contributions make us the #1 Express Delivery and Logistics Company in the world.
DHL Express is committed to maintaining an environment that empowers every team member to make the greatest possible impact on our business. Our corporate culture is about personal commitment - to our business, to each other and to our global communities. DHL is dedicated to being a great place to work. In addition to competitive compensation packages, our employees enjoy a range of programs, services and benefits that bring the best to their personal lives.
Start YOUR career with DHL today...
DHL Express currently has an opening for a Bilingual Customer Facing IT Specialist in our National Office in Brampton. The purpose of this role is working with customers to assist them in the onboarding process, including support and training on the use of various eCom tools including the development support of complex shipping integration projects that involve multiple system connections. This role is directly customer-facing and requires professional communication and technical expertise to support external customer opportunities as well as other DHL business functions.
How will you contribute to the success of DHL?

• Provide in depth training sessions to customers and colleagues on DHL's eCom tool suite including MyDHL+, XML Services, MyDHL API, DHL Express Commerce, DHL Mobile App, eSecure and DCG manifesting and tracking
• Required to use critical analysis skills to conduct research and troubleshoot various complex issues (billing and rating issues, technical problems with eCom tools, operational process issues, etc.)
• Includes opening and following up on service tickets for any type of technical issue related to DHL's back-end systems, which can include acting as a primary contact for emergency tickets and conducting on-demand testing and support for problem resolution
• Conscientious participation in TAT and UAT testing in various environments to test new releases of our eCom tools and conduct testing and UX review for brand new application releases or custom solutions
• Participation in UATs and deployments which occur outside of operational business hours, and may require participation on weekends
• Responsible for documenting custom processes and maintaining up?to?date materials, including sales training content and internal team documentation, to support consistent knowledge management across the organization.

Do you have what it takes?

• Must be Bilingual (English and French)
• Excellent written and oral communication skills, in person and over the phone
• Great presentation skills and possesses the ability to help people understand complex problems and topics using simple language
• Great disposition; is able to approach challenges and uncertainty with a positive attitude
• Able to use strong communication skills coupled with great disposition to effectively share information and impart knowledge when teaching
• Extensive knowledge of DHL's eCom shipping tools, EDI manifesting and tracking tools including ANSI X12 EDI 214 message format and web service integration capabilities
• Strong knowledge of SOAP and RESTful API protocols as well as XML
• Thorough understanding of eCom systems, architecture and UX design; ability to analyze and problem solve by understanding system design and subsequent data flow
• Self-motivated, detail-oriented, organized and an excellent problem solver, highly developed critical analysis skills
• Strong inter-personal skills; ability to develop rapport with colleagues and immediate team members

Thank you for your application. Those selected for an interview will be contacted.
All applicants are required to pass interviews, a criminal background check for all countries lived in for the past 5 years, and other background checks in order to qualify for the position.
We are an equal opportunity employer and believe we will succeed through the recruitment and development of staff who represent the broad diversity of the Canadian workforce.

Skills Required