Front Line Service Analyst

About us

DHL Supply Chain is a division of Deutsche Post DHL and is affiliated with DHL. Headquartered in Bonn, Deutsche Post has 510,000 employees.[3]

In 2016, DHL Supply Chain was primarily competing in strategic life sciences and healthcare, automotive and technology sectors of the market. The automotive sector, with its Lead Logistics Provider (LLP) service, has been shifting to China, India and Mexico as those countries become significant vehicle and parts manufacturers.[4] In Canadian and USA markets DHL Supply Chain operated under the name Exel until January 2016.

Responsibilities

Daily Responsibilities

• Platform Ownership: Act as the primary point of contact for all Freshdesk and Five9 platform-related matters, including escalations, incident resolution, and continuous optimization.
• System Configuration & Design: Design, implement, and maintain Freshdesk ticketing workflows, SLAs, automation rules, and knowledge base structures to support efficient issue management and user support.
• Five9 Administration: Configure and optimize Five9 call routing, IVR flows, agent profiles, and reporting dashboards to ensure seamless customer interactions and performance visibility.
• Platform Consolidation & Migration: Lead the migration and consolidation of regional or legacy Freshdesk and Five9 environments into a unified global platform, ensuring process standardization and data integrity.
• Account Management: Manage user accounts and access controls across integrated systems — including Freshdesk, Five9, and related IBM applications (HPS, CPPS IMS, TSO, SeLECT, etc.) — covering user setup, password resets, extensions, deletions, and validations.
• Operational Troubleshooting: Identify, investigate, and resolve system and operational issues impacting order flow, ticket handling, or communication tools, including coordination with IT and regional teams.
• Incident Management: Oversee the Freshdesk ticket lifecycle, ensuring timely categorization, prioritization, and closure of incidents in line with SLAs.
• Knowledge & Training: Conduct training sessions and develop user guides for agents and supervisors to promote platform adoption and consistent process execution.
• Performance Optimization: Analyze data and feedback from both Freshdesk and Five9 to identify improvement opportunities in automation, workflow efficiency, and customer service delivery.
• Cross-Functional Collaboration: Work closely with Control Tower leads, regional operations, IT, and IBM teams to align system architecture, integration standards, and rollout plans.

Requirements