Customer Facing Solution Support

About the role

The Customer Facing Solution Support professional promotes DHL’s e‑commerce portfolio, installs tools at customer sites, delivers training and ensures seamless integration of hardware and software solutions. The role works closely with sales, IT and regional teams to provide value‑added services and maintain high‑quality customer experiences.

Key responsibilities

• Install e‑commerce tools for new and existing customers and demonstrate capabilities to enhance DHL’s competitive advantage.
• Conduct internal and external training sessions, roadshows and customer evenings on current and new software versions.
• Assess customer requirements, customise solutions and select appropriate hardware based on shipment volume and revenue.
• Support the sales team with product knowledge, accompany them on site presentations and configure Easy Ship account rates.
• Monitor competitor systems, gather intelligence and contribute to continuous product improvement.
• Ensure all systems are upgraded, tested and operational before deployment to minimise disruption.
• Maintain the Electronic Service Directory and quarterly courier guides, and verify 100% manifest data return from SPS sites.
• Provide timely support calls, log incidents and attend to critical failures as part of the E‑com Duty Manager roster.

Required profile

• Strong customer orientation with excellent communication skills.
• Ability to travel to customer sites and conduct on‑site installations and trainings.
• Analytical mindset to evaluate needs, propose solutions and monitor performance.
• Team player who can collaborate with sales, IT and regional teams.

Required skills

• Installation and configuration of e‑commerce hardware and software solutions.
• Conducting product demonstrations and training sessions.
• Evaluating customer requirements and tailoring solutions accordingly.