Customer Integration Specialist

The purpose of the Customer Integration Specialist is to support the delivery of best in class integrated and desktop shipping solutions to the DHL CFIT Integrations team, our wider business and most importantly our customer. To provide technical design and implementation expertise to allow customers to integrate their own systems with DHL’s (using API / EDI technology etc.). To maintain and technically support the solutions, while encouraging regional and global change to suit our customer needs and wants.

Responsible for supporting the delivery, maintenance and support of all new and existing customer Integration projects.

Collating and communicating application changes that are approved at a country level and driving them to implementation (including local/regional/global change management teams).

Responsible for understanding industry enterprise resource planning (ERP) and Warehouse Management Systems (WMS) and how they can securely integrate via API, EDI, bespoke and standalone file transfer integration capabilities.

Responsible for all the application delivery activities relating to introducing change for our customer integration & desktop application portfolio.

Working closely with project/account managers on customer specific solutions that involve data translations and integration development.

Working closely with various project managers on testing, approving and releasing changes to production systems in both an agile and slow‑release project environment.

Working on integration projects specifically to test cases and validation of accurate project implementation before signing off and go live.

Ensure that change requests are aligned to our local business process, and we are not adversely impacted due to unique local conditions.

Participating in all areas related to the project delivery stage of the project development lifecycle.

Ensuring a smooth transition via change management to the end user – ultimately our customer.

Contingency planning and executing the necessary actions to resolve or rollback.

Working with the regional / global teams on troubleshooting and providing feedback regarding issues, impact and benefits observed during and after project delivery (change completion).

Working closely with your country counterparts in cross‑country collaboration to best utilise the complete online product portfolio.

Work with the local business units where applicable. i.e. marketing on online promotions or mass customer communications etc.

Ensuring the SOP, Quality Documents and training manuals are accurate and maintained for the CFIT & ESI team and our customer.

Cross function Collaboration in particular Sales and Business Development to understand change requests that are of keen interest and potential the initiation of new revenue streams through value add or new business opportunities.

Ensuring that complete and accurate change to the application portfolio is communicated and understood. In particular noting the benefits of the change and documentation according to the CFIT & Integration standard.

Ensuring measures are in place that will confirm the cross functional and customer long‑term visibility of such change.

Ensure that the changes are communicated to all stakeholders including our customer.

Ensuring measurement of change is captured to indicate its success. Resulting in the successful coordination and deployment by the CFIT and Customer Integration team.

Act as a 2nd line support for the CFIT helpdesk when unfamiliar issues arise.

Provide advice and guidance relating to advanced functionality of the applications when needed.

Lead (or participate) in BIT projects on a request basis from the Head of CFIT and CIM. Managing 3rd party vendors to deliver and support solutions in alignment to the business need or SLA.

Visit customers to support solution implementation and support activities relating to DHL software and hardware.

• 
  
• 2+ years’ experience in an online information system delivery role.
  
• Excellent understanding of web technologies
  
• Experience in Problem Solving of IT challenges using an analytical and logical approach.
  
• Experience in working within challenging and changing IT environment.
  
• Having a keen eye for detail in relation to systems’ capabilities.
  
• Experience working in a logistics environment.
  
• Exceptional communication skills.
  
• Planning and Organisation skills required with a results orientated mind-set.
  
• Strong analytical skills. xcfaprz
  
• Understanding of DHL internal IT systems preferred.
  
• The ability to meet deadlines and work in a challenging IT environment
  
• Proficient in Microsoft Office applications
  
• College / University Information system (IT) qualification preferred