DHL Express Reviews in Houston, TX Area

Pros

Great environment full of diverse people that are very helpful if you have any questions, good payscale, and constantly changing job elements keep your brain always turned on. Opportunities to move to different jobs given first to employees over outsiders when available. Most of all I am very happy about the benefits, as a customer service representative 1st year you receive a total of 3 weeks paid time off plus you accrue paid sick time. There is a 401k plan, medical, dental, and vision coverage available, health insurance, and employer paid disability insurance. One top selling point is the tuition reimbursement up to $3000 per year. Sadly with the closing of Domestic service many have lost their jobs, me included, but I can now say I am very happy with their severance pkg for continued pay and the help with finding a new job I am receiving including purchasing Right Management 's assistance services and bringing in hiring companies for interviews on company time.

Cons

I have noticed a discrepancy with the hire from within policy. All lead agents were demoted and then when hiring new supervisors they all came from other companies. I feel several very qualified people who already knew the ins and outs our our business were overlooked. Also they have instated a "shift selection" process, which appears just to be a shift bid to me. Every 6 months agents are ranked and forced to chose new shifts by what we are told is a fair quality assessment but has obvious flaws and mistakes. Some top quality and attendance advisors mysteriously ranked far below those with disiplinary strikes for absenses or lower quality scores??? You also have to a direct employee of DHL to get all the benefits and the company hires independant contractors to handle the courier and sort duties in many areas so they may have a completely different experience.

Advice to Senior Management

Listen to the little guy, often we notice issues with policies or trends in customer's issues that should be worked on but when we talk about them or offer suggestions they never seem to make it up the ladder. Perhaps a monthly survey or questionaire about what we are noticing on the floor would be helpful? Also as far as the independant contractors go there is a significant gap in overall quality of customer service do to them not being held to standards and a communication/reporting issue there. Too often customers are made to wait days for an answer of we don't know, or well it's an IC they just havn't delivered the pkg or they won't respond. They need to be held accountable and communications between needs to be improved, having the couriers actually work for the company like UPS may make a huge difference.

Pros

Challenging because of all the broken processes and systems. It is very frustrating for the customers to deal with so explaining to them how things works helps them going forward.

Cons

Management that manages and shows favortism because of personal reasons instead of job performance. Senior Management talks down to employees, has actually told them what they do is stupid, not very motivating.

Advice to Senior Management

Take a look at the senior management that was retained and how they selected the people they retained. They are friends with them outside of DHL or they were kept because of their family business outside of DHL was supported by them.

Pros

I learned a lot about the express business working there. I got to work in several different areas of the company.

Cons

It was once a great place to work, that was when it was a privately held company. Now it is just BIG business and all about who you know. Not a lot of value placed on long term employees.

Advice to Senior Management

Fix the mess you have created!

Pros

DHL had a decent recognition, and decent benefits. The recognition program was through a company called Cael. They say that they have temporarily removed this program due to budget issues. They currently have Cigna for medical, med life for dental and Spectera for the Vision.

Cons

DHL has not made any money in four years. The new CEO seems to have a plan of downsizing until they are profitable or until there is no more DHL in the US. There is a lack of communication between the different departments. People's opinions are not heard and people are gaining more and more responsibility with no pay.

Advice to Senior Management

Even thought the company is going through a lot of chances right now, you need to focus on communication with employees and between different departments. The one thing that has brought the company to the state that it is in now is that lack of the upper management listening to the employees and the lack of communication between the different departments.

Pros

The benefits are stable and attainable.

Cons

Hours, Crazy schedules, "Cart before the Horse" way of working. Forethought to how things are going to work - before you pull the trigger enviornment

Advice to Senior Management

Remember that your supervisors are competent and they burn out just as customer care advisors do. If they do not have all the tools to perform their job correctly they can not succeed.They may want to ask themselves - what incentive is there for a supervisor to remain with their company?

Pros

close to home and long time friendships with my coworkers

Cons

not any that i can think of, just job placement in other departments.

Advice to Senior Management

we all love to work for DHL, its a main stream company