Customer Service Manager

DHL Supply Chain; Sydney; On-site; Confidential; Full time

Benefits offered by this job

World class training

Annual bonuses

Staff engagement opportunities

Employee recognition

Perk-Box access

Job summary

DHL Supply Chain in Sydney is seeking a Customer Service Manager who will lead a team of Customer Service Supervisors serving our Direct to Market healthcare customers. Reporting to the National Customer Service Manager, you will guide operations and ensure timely resolution of inquiries and issues.

You will coach staff, monitor performance, drive continuous improvement, collaborate with internal and external stakeholders, and contribute to our automation plans while maintaining a high standard

Qualifications

• Requires experience leading a customer service team at supervisor level or higher.
• Proven leadership, motivation, and development of staff.
• Strong problem-solving and decision-making skills for fast solutions.
• Excellent communication and influencing skills with stakeholders.

Responsibilities

• Lead and coach a team of Customer Service Supervisors to deliver exceptional service.
• Monitor shift operations and ensure timely resolution of inquiries, issues and complaints.
• Serve as escalation point for complex or high-priority customer issues.
• Collaborate with internal and external stakeholders to address customer requirements.
• Track and report performance metrics and drive continuous improvements.
• Contribute to continuous improvement and automation plans for the customer service function.

Skills

Leadership

Coaching

Communication

Problem solving

Time management

Team management

Stakeholder management

Job description

Do you have a passion for delivering exceptional customer experiences?

At DHL, our Customer Service team plays a vital role in delivering outstanding service and support to our valued customers. Reporting to the National Customer Service Manager, the Customer Service Manager role leads a team of Customer Service Supervisors in a fast-paced environment, specifically catering to our Direct to Market healthcare customers.

Responsibilities will include:

• Lead and manage the team, providing support and coaching to ensure exceptional customer service delivery
• Monitor the shift operations, ensuring smooth workflow and timely resolution of customer inquiries, issues and complaints
• Serve as escalated point of contact for resolving complex or high-priority customer issues
• Collaboration with internal and external stakeholders to address customer requirements and provide effective solutions
• Track and report on performance metrics, providing key insights and continuous improvements
• Play a key role in the continuous improvement and automation plan for the customer service function

Please note: Internal DHL applications close 04/09/2026

Find your place at DHL Supply Chain

By joining DHL Supply Chain, you are joining a company thatoffers limitless opportunities to grow. We're proud of our supportive work environment where employees are given the tools and training, theyneed to learn, grow, and succeed.

The diversity of our team mirrors the diversity of our customers and the communities we're a part of. We promote an inclusive environment – guided by mutual respect, openness, honesty, trust, and cooperation. Beyond our supportive culture, we also offer our employees:

• A world class training program to expand your skillset and propel your career to new heights
• Annual bonuses and merit reviews to ensure you are rewarded for your contribution to our success
• Staff engagement opportunities including volunteering opportunities, site events, competitions and our Go Teach, Go Help and Go Green programs
• Employee of the month and employee of the year recognition
• Access to Perk-Box, our employee reward program, along with impressive staff discounts at many of our household-name customers

DHL Supply Chain is committed to fostering an environment where employees feel comfortable to balance their priorities, work commitments, team engagement and work/life balance in collaboration with their manager, ensuring good and productive outcomes for all. We will support flexible working arrangements that are tailored to the individual role requirements.

Join us and find your place at DHL

To be successful in this role, you will have:

• Previous experience in customer service at a Supervisor level, preferably within the transport of logistics industry
• Effective leadership skills with the ability to motivate and develop a team
• Proven problem-solving and decision-making skills to provide fast and effective solutions
• Exceptional communication and influencing skills to build successful relationships with stakeholders
• Ability to manage time-critical priorities and meet deadlines