Customer Facing IT Specialist (Contract) – DHL Express – Brampton, ON

DHL Express, the world’s #1 Express Delivery and Logistics Company, is looking for a Customer Facing IT Specialist to join their National Office team in Brampton, Ontario. This is a contract position (current end date: March 2028) that sits at the intersection of customer service, technical training, and complex system integration — a meaningful role for someone who enjoys making technology accessible to the people who rely on it.

In this position, you’ll work directly with external customers to guide them through eCom tool onboarding, support intricate shipping integration projects, and serve as a knowledgeable point of contact for both technical troubleshooting and training. If you thrive in a fast-moving environment where no two days are identical, this one’s worth a closer look.

About the Role: Customer Facing IT Specialist

At its core, this role is about bridging the gap between DHL’s technology suite and the customers who use it. You’ll deliver in-depth training sessions on tools like MyDHL+, MyDHL API, DHL Express Commerce, XML Services, and more — translating complex concepts into clear, digestible language for a wide range of audiences. The ability to communicate technical information simply and confidently is central to success here.

Beyond training, you’ll be expected to troubleshoot billing and rating issues, manage service tickets for technical problems, and participate in UAT and TAT testing for new tool releases — including deployments outside standard business hours. Strong documentation habits and a self-directed work style are essential, as you’ll also be responsible for maintaining training materials and internal knowledge resources.

Benefits and Salary

DHL Express offers competitive compensation packages along with a range of programs, services, and benefits designed to support employees both professionally and personally. The company is committed to being a great place to work and invests in the development and well-being of every team member.

Responsibilities

This role covers a broad range of technical and customer-facing activities. From hands-on training to back-end troubleshooting, each responsibility contributes to ensuring DHL’s eCom customers get the most out of their shipping technology investments.

• Deliver training sessions to customers and colleagues on DHL’s full eCom tool suite, including MyDHL+, XML Services, MyDHL API, DHL Express Commerce, DHL Mobile App, eSecure, and DCG manifesting and tracking
• Troubleshoot complex issues using critical analysis skills, covering billing and rating problems, technical eCom tool errors, and operational process challenges
• Open and manage service tickets for technical issues related to DHL’s back-end systems, including acting as primary contact for emergency tickets
• Conduct on-demand testing and provide support for problem resolution as needed
• Participate in TAT and UAT testing across various environments to validate new eCom tool releases and custom solutions, including deployments outside standard business hours and on weekends
• Document custom processes and maintain up-to-date materials, including sales training content and internal team documentation, to support consistent knowledge management
• Support shipping integration projects involving multiple system connections for complex customer opportunities and other DHL business functions

Requirements / Skills

The ideal candidate brings a solid technical foundation in eCom shipping tools and API protocols, paired with exceptional communication and interpersonal skills. DHL is looking for someone who can confidently navigate both technical complexity and customer-facing interactions with equal professionalism.

• Excellent written and oral communication skills, both in person and over the phone, with strong presentation abilities
• Extensive knowledge of DHL eCom shipping tools, EDI manifesting and tracking tools, and ANSI X12 EDI 214 message format
• Strong knowledge of SOAP and RESTful API protocols as well as XML and web service integration capabilities
• Thorough understanding of eCom systems, architecture, and UX design, with the ability to analyze data flow and problem-solve at a systems level
• Self-motivated, detail-oriented, and organized with highly developed critical analysis and problem-solving skills
• Positive attitude when approaching challenges and uncertainty, with the ability to impart knowledge clearly when teaching others
• Strong interpersonal skills and the ability to build rapport with customers, colleagues, and immediate team members

How to Apply

To apply, use the official link below to submit your application through DHL’s careers portal. Make sure your resume is current and clearly reflects your experience with eCom tools and technical integrations before submitting.

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