EKAD Business Support Agent

Are you a proactive, customer-focused professional looking to make a direct impact on financial efficiency and customer satisfaction? We are seeking a driven individual to join the DHL Express team in supporting EKAD Experts across a European regional scope.

You are an analytical, service-oriented professional and a solid background in financial administration, ideally within a query-handling environment. Equipped with strong billing experience—including systems like GWEB, IBBR, DVRA, or MyBill—you possess a deep understanding of financial metrics, accounting standards, and legal requirements. Your technical toolkit includes strong MS Excel skills, with a preference for MS Access and Power BI knowledge. Above all, you are a master relationship builder and communicator, combining excellent telephone skills with a high customer focus to navigate business communication seamlessly and drive customer satisfaction.

• Analytical skills, Business communication and relationship management;
• Knowledge of financial metrics and tools;
• Knowledge of accounting standards and legal requirements regarding financial processes;
• Good (phone) communication and conversational skills in English;
• High customer focus and service orientation;
• Good MS excel knowledge;
• Preferable MS access and Power BI knowledge;
• Billing experience (GWEB, IBBR, DVRA, Mybill, etc.).

In this role, you will help own, investigate, and resolve key customer invoice enquiries to actively reduce query volumes and optimize the collections process. By executing vital support activities with accuracy and speed, you will ensure seamless cash flow continuation. You bring an "I Care, Customer Core" (ICCC) mentality and a passion for driving continuous improvement.

• Query Resolution & Investigation: Support EKAD experts by taking ownership of customer invoice inquiries, resolving them accurately and efficiently in accordance with ICCC standards and KPIs;
• Root Cause Analysis & Improvement: Drive initiatives to reduce incoming query volumes by performing root cause analyses and seeking structural solutions and digitalization opportunities;
• Workflow & Cash Flow Management: Prioritize and manage your daily workload—including portal uploads, account cleanup, and payment allocations—to ensure continuous cash flow and high customer satisfaction;
• Financial & Administrative Accuracy: Accurately process debit/credit note corrections, log queries in the ERP system, and manage account maintenance updates;
• Reporting & Analytics: Execute and distribute daily query income reports and month-end figures to keep the team aligned on performance;
• Stakeholder & Relationship Management: Build strong working relationships with EKAD experts, sales teams, and customers, proactively escalating urgent operational issues when necessary;
• Projects & Team Development: Actively participate in automation initiatives, OTC workshops, and business projects, while supporting the onboarding and training of new team members.

The Shared Service Center employs more than 550 employees, with 40 nationalities, who speak 34 languages.

Our corporate culture is about personal dedication – to our company, to each other and to our global society. DHL is committed to being a great place to work. Start your career at DHL at our location in DHL Maastricht, DHL Express ’finance expertise center.

• A good salary;
• A wide range of employee benefits;
• A wide range of training options;
• Personal development.

Do you recognize yourself in this profile? Then apply quickly by clicking on the button below!

Emiel Jansen

Randstad Customer Contact

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