Key Account Supervisor

DHL Express; Kuala Lumpur; On-site; MYR 90,000 - 130,000; Full time

Benefits offered by this job

Career growth

Team culture

Benefits program

Job summary

DHL Express in Malaysia is seeking a seasoned Customer Service Team Lead to manage a team of Key Account Advisors. You will guide day-to-day operations, ensuring superior service levels and adherence to global/ regional standards across multiple channels.

The role requires coaching, performance management, and proactive collaboration with the Commercial team to resolve escalations and drive process improvements.

Qualifications

• Minimum 2 years of experience leading customer service teams and coaching employees.
• Experience in shipment tracking, tracing, and service recovery within a contact center.
• Preferable experience in the air express or logistics industry.

Responsibilities

• Support the Key Account Support Manager in leading and managing a team of Key Account Advisors to deliver best-in-class service.
• Understand customers’ SLAs with DHL Express to ensure a consistent customer service experience.
• Lead and supervise KAAs to ensure requests, trace, bookings, complaints and claims meet standards.
• Coordinate with Gateway Operations and DHL network to resolve customer issues professionally and timely.
• Optimize workforce utilization by balancing workloads to achieve KPIs and meet expectations.
• Conduct performance management and coaching for team members and plan team objectives.

Skills

Leadership

Coaching

Customer Service

Team Management

Performance Coaching

Job description

OUR TACKLE FOR QUALITY AND GREAT SERVICE. THIS WILL IMRPOVE THE LIFE OF OUR CUSTOMERS.

Would you like to become part of the world’s most international company? A company that pioneered cross-border express delivery in 1969 is now active in more than 220 countries and territories worldwide. Do you want to be part of a company that connects people worldwide? And the more people we connect, the better life will be on our planet.

Do you want to make a difference? Then come to our Insanely Centric Team and become a Certified International Specialist!

We are committed to equal opportunity and reject any forms of discrimination. The basis for employee selection at DHL Group is qualification, performance, skills and experience.

YOUR TASKS

• Support the Key Account Support Manager in leading and managing a team of Key Account Advisors to deliver best-in-class service through multiple channels to selected Key Account customers.
• Understand customers’ industries, business operations, and Service Level Agreements (SLAs) with DHL Express to ensure a consistent customer service experience.
• Manage, operate, and comply with DHL Centre of Excellence standards for Customer Service by embracing the “Best Day Everyday” culture.
• Lead, motivate, and supervise Key Account Advisors (KAAs) to ensure all customer requests, including trace, remote booking, complaints, and claims, are handled in accordance with global and regional performance standards, targets, and processes.
• Support Key Account Advisors by proactively coordinating with Gateway Operations and the DHL network to resolve customer issues professionally, satisfactorily, and within the required timelines.
• Support Key Account Advisors in handling customer service requests in a professional manner.
• Optimize workforce utilization and efficiency by reviewing staff schedules and balancing workloads to achieve KPIs and meet customer expectations.
• Process and manage escalations, claims, complaints, and other shipment-related issues in a timely manner.
• Participate in customer visits together with the Commercial team for escalated issues and business reviews when required.
• Understand the root causes of cases handled by the team and proactively identify opportunities for process improvements.
• Ensure day-to-day operations are conducted in accordance with Centre of Excellence standards, requiring strong administrative competency.
• Build and maintain strong business relationships with Key Account customers, internal stakeholders, and the DHL network to support business growth.
• Identify process improvement opportunities to enhance customer experience and increase productivity.
• Manage exceptions effectively to drive high performance.
• Identify training and development needs to build a highly skilled Customer Service workforce.
• Develop Individual Key Objectives (IKOs) and Key Performance Indicators (KPIs) with team members, and monitor individual and team performance.
• Plan, organize, and lead an efficient and effective team of Customer Service professionals.
• Conduct performance management and coaching for underperforming team members.
• Manage a team with a span of control of up to 15 advisors.

YOUR PROFILE

• Minimum 2 years of experience leading customer service teams, with a strong background in coaching, counseling, and motivating employees, preferably in shipment/order tracking, tracing, and service recovery within a contact center environment.
• Preferable experience in the air express or logistics industry.

OUR OFFER

• Strong career support in an international environment
• Great culture and colleagues
• Multifarious benefit program

Do you see a personal challenge in these versatile and responsible tasks?