DHL Express - a company that connects people!
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. Distinguished as No.1 World's Best Workplace™ by Great Place to Work and Fortune Magazine, 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 dedication to our business, to each other and to our global communities. DHL is dedicated to being a great place to work. Start YOUR career with DHL today at our DHL Maastricht location, which is DHL Express' finance expertise center, from which high-quality and complex financial services are provided for the region and steered globally by the global process owners. This Shared Service Center offers employment to over 550 employees, with 40 nationalities, who speak 34 languages. For the Accounts Receivable (AR) Service Line department, DHL Express is looking for a motivated and results-oriented Team Manager for our Backline Customer Support team that resolves complex customer queries and escalations.
Lead a cross-functional support team that solves complex customer issues for large multi-million portfolio. You will coach people, improve processes, and partner with Finance, Sales, Pricing and Billing to make service faster and right-first-time within a diverse, international Shared Service Center in Maastricht.
About the team
You will join the Accounts Receivable (AR) Service Line within DHL Express Finance, leading the Backline Customer Support function. The team partners closely with Pricing, Billing, Sales, the Order-to-Cash (OTC) and Global Duty process towers, and Country Finance/CFOs to optimize OTC service delivery, while role modeling our Insanely Customer Centric Culture (ICCC) and a right-first-time mindset.
How will you contribute to the success of DHL?
As Team manager Backline Customer Support, you will steer a high-performing team to resolve complex customer queries, raise satisfaction, and align outcomes with our business goals while building an engaged, ICCC-driven culture and maintaining ownership of the full people performance cycle.
- Lead, coach and develop Backline Experts by running structured routines (coaching, performance reviews, Individual Development Plans) and manage recruitment, onboarding and absence cases.
- Elevate engagement by owning the Employee Opinion Survey (EOS) cycle: analyze results, translate them into action plans, execute and close the loop with your team.
- Safeguard service performance: monitor workloads, SLAs and quality. Manage 2nd-level escalations and ensure prompt, accurate complaint resolution.
- Ensure policy discipline and targets: Adhere to Global Order-to-Cash (OTC) policies and standards, set and achieve Backline targets and run performance dialogues and team meetings per DHL guidelines.
- Continuously improve backline workflows: identify bottlenecks, streamline processes and raise efficiency and quality.
- Partner and deliver change: work with Pricing, Billing, Sales and Finance. Support global and regional implementations and lead service and business review meetings while keeping AR Academy and mandatory trainings up to date.
Do you have what it takes?
You bring a Bachelor's or Master's degree in a relevant field and pair sharp analytical ability with clear, confident communication, strong negotiation and influencing skills and solid presentation skills. You have 5+ years of experience in international, customer-facing environments, preferably across OTC-related domains such as Collections, Query Handling, Accounts Payable, Billing, Customer Service, Pricing or Sales, plus 2 - 5 years leading medium-sized teams across the full people cycle. You are comfortable managing multi-million-euro portfolios and key accounts. You are proficient in Microsoft Excel and PowerPoint and fluent in English, Dutch and ideally also in a German or French.
- Experienced leadership of medium-sized teams end to end (recruitment, coaching, performance reviews, IDPs, absence management), stakeholder management and escalation handling across Finance and Sales.
- Proven OTC and customer focus: 5+ years in international customer-facing roles and experience with multi-million-euro key-account portfolios.
- Tools and languages: Strong negotiation, presentation and analytical skills, mastery of Excel and PowerPoint and fluency in English, Dutch and German or French.
What's in it for you?
- A competitive salary, bonus incentives and a strong pension scheme.
- Great onboarding and an intensive 100 days induction program.
- A wide range of employee benefits that support your wellbeing.
- Availability of a wide range of training and development packages.
- Social events and a job within a company that pays attention to our environment and future.
DHL is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other protected characteristic.