Front Line Service Analyst

About us

DHL Supply Chain

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.In Canadian and USA markets DHL Supply Chain operated under the nameuntil 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 flow s, 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