Query Handler

We are currently seeking a highly motivated Query Handler to join our Customer Accounting team in Auckland. This role is ideal for someone with strong customer service, problem-solving, and accounts receivable experience who enjoys working in a fast-paced environment.

As a Query Handler, you will be responsible for the prompt and professional resolution of customer billing and accounts receivable queries. You will work closely with internal stakeholders and customers to investigate disputes, resolve account issues, and ensure customer satisfaction while supporting DHL's financial objectives.

• Manage and resolve customer accounts receivable queries and disputes efficiently.
• Investigate and action billing discrepancies, credit notes, and unapplied payments.
• Ensure all customer queries are logged, tracked, and resolved within agreed service level agreements (SLAs).
• Prepare billing adjustments and coordinate with the billing team for processing.
• Liaise with Customer Accounting, Sales, Customer Service, Customs, and Duty Billing teams to resolve complex issues.
• Research and allocate unallocated customer payments.
• Retrieve and provide invoices and airway bills to customers when requested.
• Escalate unresolved disputes through the appropriate channels.
• Maintain accurate customer account records and data integrity.
• Contribute to continuous improvement initiatives to reduce recurring billing issues.
• Support departmental performance targets, including customer satisfaction and quality measures.

What We're Looking For

• Minimum 2 years' experience in an accounting, accounts receivable, or customer service environment.
• Excellent verbal and written communication skills.
• Strong numerical and problem-solving abilities.
• High level of accuracy and attention to detail.
• Ability to manage customer conflict professionally and confidently.
• Strong organisational and time-management skills.
• Demonstrated ability to work under pressure and meet deadlines.
• Proficiency in Microsoft Excel, Word, and Outlook.
• Ability to quickly learn systems, processes, and business procedures.
• Strong teamwork and collaboration skills.

What You'll Bring

• Putting customers first.
• Delivering quality work with accuracy and integrity.
• Driving high performance and accountability.
• Achieving outstanding results through proactive problem-solving.
• Continuously developing your skills and knowledge.

If you are customer-focused, detail-oriented, and ready to grow your career with the world's most international company, we'd love to hear from you.