In action for our customer: Detective work in Customer Service 🔎

LEJ Customer Service is a direct line to DHL Express customers. Approximately 20 percent of the shipments that pass through the DHL Express network have to be post-processed in Customer Service. Proof of payment is often missing or the content is not clearly described.

Sometimes it takes real detective work in customer service to get a shipment to its destination. For example, Sabine Poenicke was recently on a "divine mission", so to speak, in order to deliver the shipment of a Christian foundation in Africa to Austria in time.

"We received a message that a shipment of medication could not be forwarded," Sabine recalls. A missing EORI number* and an indeterminate content were the reason. When such requests are received by LEJ Customer Service, the colleagues together with the Customs and Hub teams pull out all the stops.

But this case was particularly challenging: Neither the sender nor the recipient responded to the inquiries about the missing information. These were necessary to carry out the customs declaration.

Despite repeated reminders, contact initially failed to materialize. No reason to give up for colleagues like Sabine. She persisted and searched online for a way to reach the recipient. "The alternative would be that we send the shipment back to the sender. But this is really the last option for us."

Through her intensive research, she finally came across a nun. "She was quite surprised by our call because she didn't even know that a shipment was on its way. But she took care of it immediately and asked her contacts. We then exchanged almost daily to put all the pieces of the puzzle together and solve the case," Sabine recalls. Teamwork, so to speak, not only at the LEJ Hub, but also with the customer.

Thanks to the information obtained, the shipment could be declared to customs and finally delivered to the correct address in Austria. As a thank you for her commitment, Sabine recently received a "Perfect 10". Colleagues in customer service receive this award if the customer awards 10 out of 10 possible stars and personal praise in the satisfaction survey.

"It's always a great feeling when you can solve a difficult case after all and the shipment reaches its destination. It's a confirmation that we helped the customer and that DHL was able to leave a positive impression," Sabine sums up.

*EORI number: a customs registration number that is required as a commercial customer for the export of shipments.