DHL European Financial Services in Maastricht provides fast and reliable solutions in customer and financial accounting to internal DHL clients in Europe.

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Core activities

The core activities of the Maastricht location are:

• Creating invoices for customers
• Collecting money from customers
• Paying suppliers
• Reporting
• Audits

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Countries

DHL European Financial Services Maastricht offers financial services to internal customers in 13 European countries:

• Austria	• Germany	• United Kingdom
• Belgium	• Iceland	• Spain
• Denmark	• Ireland	• Sweden
• Finland	• Luxembourg
• France	• Netherlands

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Overview Departments

The Maastricht location is structured in 4 Service Line departments and 5 Support departments.

Service Line departments

• Accounts Payable Support
• Accounts Receivable
• Billing
• Financial Accounting

Support Departments

• Continuous Improvement Management
• Facilities
• Human Resources
• Information Services
• Performance Control

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Service Line Departments

Accounts Payable Support

Accounts Payable Support takes care of the preparation of the payments and maintains the ‘vendor master file’ – a file containing all information available on our vendors.

The department consists of:

• Payment Platform
• Query Handling
• Mailroom

Payment Platform is a part of the Accounts Payable Support department and is responsible for payments, refunds and claim payments and for urgent payments.

Query Handling consists of a Front Line and a Back Line team.

Front Line agents receive calls, letters, faxes and emails from vendors. They immediately resolve as many queries as they can and log a call for the more difficult ones, in a financial system.

Back Line agents resolve the more difficult queries, with the help and input from colleagues in other Service Lines and countries.

The Mailroom sends and receives many thousands pieces of mail each day.

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Accounts Receivable

The Accounts Receivable department has two sub-departments:

• Query Handling
• Credit Control

Query Handling consists of a Front Line and a Back Line team.

Front Line agents receive calls, letters, faxes and emails from external DHL customers. They immediately resolve as many queries as they can and log a call for the more difficult ones, in a financial system.

Back Line agents resolve the more difficult queries, with the help and input from colleagues in other Service Lines and countries.

Credit Control is split up in Credit Collections, Credit Admin and Debt Recovery.

Credit Collections agents are in daily contact with the external DHL customers in order to collect money for outstanding DHL invoices.

Credit Admin agents help collectors with their investigations. They reconcile credit notes and invoices, send out reminder letters to customers, maintain the customer database or apply incoming payments to invoices and Debit notes in our financial system.

Debt Recovery agents put customers on credit stop, send non-paying customers to a debt collection agency, handle bankruptcies and perform credit checks on new customers.

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Billing

The Billing department consists of 3 teams:

• Inbound Billing
• Outbound Billing
• Credit / Debit Notes & Special Billing

The Inbound Billing team takes care of the invoicing of shipments in a location other than the origin country and Duty Billing –when goods are imported or exported and duties need to be paid.

The Outbound Billing team takes care of the invoicing of shipments in the origin country.

The Credit / Debit and Special Billing team handles all invoices that cannot be dealt with in our standard invoicing processes.

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Financial Accounting

The Financial Accounting departments are structured by the countries they serve and they take care of:

• The processing of balance sheet and profit & loss data;
• The coordination of all month-end and year-end closing activities;
• Reporting to the DHL Headquarters;
• Cash & bank related activities;
• Processing supplier invoices (Accounts Payable Coding);
• Audits.

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Support Departments

Continuous Improvement Management

Continuous Improvement is the department working closest with DHL European Financial Services in Brussels. Several kilometers are traveled each week between the two locations by both parties. Their important task is to make sure the rest of the colleagues have the right means to do their jobs and to do the job efficiently

Continuous Improvement Management consists of:

• Financial System & Reporting Support
• Process Teams

Financial System & Reporting Support is responsible for system support & development, support of the service line and first line, participation in projects.

The Process Teams maintain and develop the financial system, secure the continuity of self-developed tools, maintain forms on the intranet, support the service lines in ad-hoc requests (i.e. analyzing large amounts of data) and drive implementation of Change Requests.

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Facilities

Facilities are responsible for all facility related services, which include:

• Office Services
• Building Services
• Catering Services

The Office Services team provides all internal services like printer maintenance, office supplies, catering, cleaning & ARBO workplace care.

All building related services like maintenance, climate control, parking, security systems, fire protection systems and internal moves are part of the tasks of Building Services.

Catering Services offer a various range of catering products and services.

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Human Resources

The Human Resources department provides HR- and communications-related services to DHL European Financial Services employees in Maastricht and Brussels. Human resource management is the strategic approach of the management of people working in an organization.

The HR team is responsible for recruitment, consulting, training and development, health management advising and payroll & personnel administration.

Communications is responsible for internal communications, labor market communications and employer branding.

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Information Services

The Information Services department consists of the following teams:

• Infrastructure Support & Desktop Support
• Web Development & Database Administration

Infrastructure Support agents are responsible for all local servers. Desktop Support agents look after all PCs and desk phones and deal with installation and configuration issues.

Web Development & Database Administration is responsible for developing and maintaining web applications and data warehousing.

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Performance Control

Performance Control supports its Business Partners inside and outside DHL European Financial Services with correct and timely Financial and Performance statistics.

The department is split into 2 teams:

• Controlling Team
• Performance Management Team

The Controlling team is responsible for planning, budgeting, forecasting and reporting, for the internal pricing mechanism and the annual report.

Performance management develops and maintains key performance indicators and tracking data, measures monthly pricing volumes, maintains the Service Level Agreements, supports the service meetings with Business Partners and coordinates the yearly Business Partner Satisfaction Survey 

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