Key Accounts Advisor – DHL Express – Brampton, ON

DHL Express — the world’s #1 Express Delivery and Logistics Company — is looking for a Key Accounts Advisor to join their National Office team in Brampton, Ontario. This is a client-facing role built around delivering proactive, high-quality service to some of DHL’s most valued business accounts. If you thrive on building strong customer relationships and working cross-functionally to solve problems, this could be the right fit.

In this position, you’ll be the primary point of contact for nominated major accounts, handling everything from day-to-day inquiries and shipment tracking to coordinating with internal teams like Sales, Operations, and Gateway. You’ll also engage with customers through social media platforms and other communication channels, ensuring that every interaction reflects the highest service standards DHL is known for.

About the Role: Key Accounts Advisor

The Key Accounts Advisor is responsible for delivering a comprehensive, proactive customer service experience to DHL’s major accounts. This means managing everything from bookings and tracking requests to scheduled reports and customized contracted services. You’ll monitor inquiry channels continuously, identify customers’ evolving needs, and take a hands-on approach to resolving issues by working closely with the relevant departments. The shift for this role is Monday to Friday, 10 AM – 6 PM (subject to change based on business needs).

Beyond individual customer interactions, this role requires collaboration across multiple teams — Sales, Operations, Gateway, and the broader DHL network — to ensure transit time commitments and service levels are consistently met. You may also assist in training and onboarding new customer service staff and conduct joint visits with the sales team to key account customers when needed.

Benefits and Salary

DHL Express offers competitive compensation packages alongside a range of programs, services, and benefits designed to support employees both professionally and personally. The company is committed to fostering a great workplace culture centred on personal commitment, development, and community. Specific salary details were not listed in this posting.

Responsibilities

As a Key Accounts Advisor at DHL Express, your daily work will revolve around delivering seamless, proactive service to the company’s most valued clients. You’ll act as a central hub of communication, connecting customers with internal teams to resolve issues efficiently and maintain high service level standards. Meeting KPI targets — including response times, quality monitoring scores, and case resolution rates — will be an integral part of measuring your success.

• Deliver comprehensive customer service to Key Accounts, including bookings, inquiries, tracking, and customized contracted services such as scheduled reports
• Proactively alert customers about transit delays and potential service incidents before they escalate
• Conduct joint visits with the Sales team to Key Account customers to gather feedback and improve service delivery
• Collaborate cross-functionally with Gateway, Operations, and the broader DHL network to meet transit time commitments and service levels
• Resolve customer inquiries by coordinating with relevant departments for timely and effective solutions
• Identify cross-selling and upselling opportunities such as shipment insurance to enhance the customer value proposition
• Assist in training and onboarding new or existing customer service staff as required
• Monitor all inquiry channels, including social media tools, to maintain responsiveness and clear communication with internal and external customers
• Meet defined KPI targets, including 75% of cases resolved within 3 days, 90% quality monitoring score, and a 2-hour social media response time

Requirements / Skills

DHL is looking for a candidate who brings a genuine customer-first mindset backed by hands-on experience in a service environment. The ideal applicant is equally comfortable communicating with major clients and collaborating with internal teams, and has the organizational discipline to manage multiple accounts and inquiry channels simultaneously.

• Degree or Diploma in Business (preferred) or equivalent education
• Minimum 1 year of customer service experience in a service industry setting
• Strong customer-facing and interpersonal skills with the ability to build professional relationships
• Proficiency in software tools including Excel; experience with DHL systems is an asset
• Excellent written and verbal communication skills in English
• Negotiation and analytical skills to resolve complex account issues effectively
• Solid organizational skills to manage multiple priorities and KPI commitments

How to Apply

To apply for this Key Accounts Advisor position at DHL Express in Brampton, use the official application link below. Ensure your resume is up to date and accurately reflects your customer service experience before submitting.

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