OTC Specialist

Here at DHL Express UK, we are an employer of choice, a recognised Top Employer and specialists in providing Excellence, Simply Delivered. You could join our team of over 4000 employees dedicating themselves in Connecting People and Changing Lives through express delivery of parcels and international shipments from some of the best loved and most widely recognised brands across the globe. DHL Express UK is part of the Deutsche Post DHL Group - the world's most international company. We operate in more than 220 countries and territories worldwide, enabling us to provide exceptional national and international career development opportunities. Within DHL Express's pursuit to be The Logistics Company of the World we engage in a number of initiatives such as - Go Teach, Go Green and Go Help. Certified International Specialists From Operations to Sales, Customer Services and Corporate Functions our mission remains the same, to provide Excellence. Simply Delivered to achieve this our Certified International Specialist programme builds a common culture and provides the specialised knowledge our employees need to do their job competently and confidently. Our Values Our values and culture at DHL Express UK are an extremely important aspect of our business. We embody our culture in three core attributes;

• Head: Being Results Orientated & Leveraging Strengths
• Heart: Providing Purpose & Having and Creating Trust
• Guts: Being Positive about Challenge, Uncertainty and Change & Focussing on Clear Priorities
In addition to 'Head, Heart and Guts'. We promote an open and honest feedback culture based on Results & Respect, whereby our employees respect one another, embrace diversity and inclusion and drive employee engagement, every day and everywhere whilst never compromising on integrity and compliance. Do you want to be part of a company that connects millions of people worldwide? Do you have the drive to make a difference? Click Apply Now! Tasks and Responsibilities We are seeking an OTC Specialist to support the UK Customer Accounting, Sales and Operations teams on day to day requests related to OTC processes. Liaise with the relevant Global OTC Teams and Shared Services (Billing &CDM) to ensure timely resolution of the issues. The role includes extensive liaison with the UK Customer Accounting, Sales and Operations teams and with the Shared Service Centre's (Billing and CDM). It also includes managing several different strands of work in achieving this.
• Manage day to day request from UK Sales Team related to OTC Billing and Account Opening/ Customer Onboarding processes. Continually look for ways to improve and automate processes if necessary.
• Support Customer Accounting Queries and Credit Control Team on day to day Account level queries impacting customer queries or collection process.
• Liaise with Global Billing Team to implement interim pre-billing correction processes for reoccurring issues whilst root cause resolution is being worked on.
• Review reasons for customer Credit Notes being issued and assist to carry out root cause analysis. Review findings with Head of Customer Accounting to reduce Credit Notes and improve the customer experience.
• Support OtC Process Manager on follow up of External Billing Reversal approval process.
• Run/ Monitor OTC Weekly and monthly reporting including but not exclusive to Free of Charge Reports, Cash Discrepancy, Billing Cycle, MyBill Query Status, External Billing Queries
• Monitor 'On Hold Accounts' status and the volumes in CEMS Workflow process. Support Customer Accounting team in resolution of generic issues/ escalations.
• Run OTC Reporting on a Weekly/ Monthly basis. Analyse data and take appropriate action on improvement areas.
• Review reasons for credit notes and present analysis to Head of Customer Accounting and discuss areas of improvement.
• Monitor the Accounts on hold and volumes in CEMS (billing validation) processes with the Customer Accounting team on a regular basis and ensure timely resolution of issues to minimise ageing of the transactions on hold.
Safety and Security
• Adhere to country laws/regulations and company procedures/ standards in regard to Safety and Security
• Adhere to customs / import / export procedures as applicable
• Ensure any potential security breaches or concerns are brought to the attention of supervisor/manager without delay
• There may be a requirement to undertake a Counter Terrorism Check (CTC) in relation to certain duties and procedures.
Our Promise to You - Benefits
• Competitive salary
• Eligibility to participate in performance related bonus schemes
• Generous holiday entitlement increasing with years completed service
• Company pension scheme with excellent contribution rates
• Life Assurance
• Enhanced maternity pay
• Generous company sick pay
• A competitive package of voluntary benefits including retail, entertainment, gym membership discounts and more
• Discounted Health Assessments
• Access to professional employee assistance, wellbeing programme and qualified mental health first aiders
• Excellent training and development opportunities with a strong focus on internal promotion
Your Profile - Skillsets and Attributes
• Strong Customer Focus ensuring Speed, Accuracy and Right First time on all requests.
• Strong communicator both written and oral
• Driving High Performance - Ability to establish and maintain strong working relationships across functions, achieving a high degree of personal credibility and respect.
• A methodical and systematic approach.
• Analytical skills and ability to show initiative and drive.
• Self-motivated and capable of working independently and self-manage workload if required
• Problem solving, attention to detail and presenting skills
• Proficient in MS Excel
• Able to work efficiently and accurately under pressure
• Flexible approach, capable of working with a diverse range of individuals with differing skill sets
• Ability to avoid or resolve conflicts in a diplomatic manner
• Process driven and solution oriented
• Ability to challenge and communicate, using effective influencing skills
• Minimum of 3 years' experience within a Customer Accounting/ Finance environment
What's Next?
• Apply now and upload your CV online.
• If your CV has been shortlisted one of our Recruitment & Talent Advisor's will contact you within 5-10 days to discuss further details.
• Please note: Due to the nature of our business we are regulated by the CAA (Civil Aviation Authority), therefore it is compulsory for all applicants once offered employment to provide a full 5 year employment history. Additional to this we are required to carry out a Criminal Record check.
• Please note: This is currently a FTC/Secondment opportunity however this position may have the scope to develop into a permanent contract
Privacy Notice DHL International (UK) Ltd, act as a "Data Controller" and as per our responsibilities in line with the General Data Protection Regulations (GDPR) we take data protection very seriously and understand the importance of protecting your privacy and Personal Information. We collect and use your Personal Information in accordance with our Privacy Policy which will be supplied to you as part of our recruitment process.


• Strong Customer Focus ensuring Speed, Accuracy and Right First time on all requests.
• Strong communicator both written and oral
• Driving High Performance - Ability to establish and maintain strong working relationships across functions, achieving a high degree of personal credibility and respect.
• A methodical and systematic approach.
• Analytical skills and ability to show initiative and drive.
• Self-motivated and capable of working independently and self-manage workload if required
• Problem solving, attention to detail and presenting skills
• Proficient in MS Excel
• Able to work efficiently and accurately under pressure
• Flexible approach, capable of working with a diverse range of individuals with differing skill sets
• Ability to avoid or resolve conflicts in a diplomatic manner
• Process driven and solution oriented
• Ability to challenge and communicate, using effective influencing skills
• Minimum of 3 years' experience within a Customer Accounting/ Finance environment
  
  Here at DHL Express UK, we are an employer of choice, a recognised Top Employer and specialists in providing Excellence, Simply Delivered. You could join our team of over 4000 employees dedicating themselves in Connecting People and Changing Lives through express delivery of parcels and international shipments from some of the best loved and most widely recognised brands across the globe.
DHL Express UK is part of the Deutsche Post DHL Group - the world's most international company. We operate in more than 220 countries and territories worldwide, enabling us to provide exceptional national and international career development opportunities. Within DHL Express's pursuit to be The Logistics Company of the World we engage in a number of initiatives such as - Go Teach, Go Green and Go Help. Certified International Specialists From Operations to Sales, Customer Services and Corporate Functions our mission remains the same, to provide Excellence. Simply Delivered to achieve this our Certified International Specialist programme builds a common culture and provides the specialised knowledge our employees need to do their job competently and confidently. Our Values Our values and culture at DHL Express UK are an extremely important aspect of our business. We embody our culture in three core attributes;
• Head: Being Results Orientated & Leveraging Strengths
• Heart: Providing Purpose & Having and Creating Trust
• Guts: Being Positive about Challenge, Uncertainty and Change & Focussing on Clear Priorities
In addition to 'Head, Heart and Guts'. We promote an open and honest feedback culture based on Results & Respect, whereby our employees respect one another, embrace diversity and inclusion and drive employee engagement, every day and everywhere whilst never compromising on integrity and compliance. Do you want to be part of a company that connects millions of people worldwide? Do you have the drive to make a difference? Click Apply Now!


• Competitive salary
• Eligibility to participate in performance related bonus schemes
• Generous holiday entitlement increasing with years completed service
• Company pension scheme with excellent contribution rates
• Life Assurance
• Enhanced maternity pay
• Generous company sick pay
• A competitive package of voluntary benefits including retail, entertainment, gym membership discounts and more
• Discounted Health Assessments
• Access to professional employee assistance, wellbeing programme and qualified mental health first aiders
• Excellent training and development opportunities with a strong focus on internal promotion