Casual Field Services Agent Lead

DHL Group; Cedar Rapids (IA); On-site; USD 38,000 - 52,000; Full time

Benefits offered by this job

Competitive Pay

Outstanding training opportunities

Job summary

DHL Group is hiring for an on-site supervisor in Cedar Rapids, IA. You will lead daily operations, guide agents, and ensure service quality across DHL Express processes.

Ideal candidates bring customer service experience, strong communication, and proficiency in MS Office. FAA/TSA/CBP background checks are required for a SIDA badge. Competitive pay and training opportunities are offered.

Qualifications

• High School Degree or equivalent required.
• Previous experience in customer service/support or related field.
• Strong communication skills (oral and written).
• Proficiency in Microsoft Office products (Outlook, Excel, Word).
• Must pass FAA, TSA, and CBP background and security checks to acquire a SIDA badge.

Responsibilities

• Serve as acting supervisor in absence of supervisors to ensure operational continuity and service excellence.
• Work closely with supervisors on a daily basis to ensure operational goals, service commitments, and performance expectations are met.
• Provide guidance and support to agents to ensure efficient daily operations and compliance with DHL standards.
• Coordinate staffing, workload distribution, and operational coverage in partnership with station management to maintain service levels.
• Monitor service performance, shipment handling, data quality, scanning compliance, and operational deadlines; promptly address issues and elevate when necessary.
• Support training and development of agents and assist with customer service escalations, delivery exceptions, and urgent operational matters.
• Work closely with Service Partners to ensure compliance with DHL operational, safety, security, and customer service requirements.
• Assist with implementing station initiatives, process improvements, and corrective actions to drive operational performance.

Skills

Strong communication skills

Customer service

Microsoft Office

Education

High School Degree

Tools

Outlook

Excel

Word

Job description

What makes DHL great?

Our People! We know each employee’s individual contributions make us the #1 Delivery and Logistics Company in the world.

Distinguished as No. 1 World’s Best Workplace™ by Great Place to Work and Fortune Magazine

DHL is committed to maintaining an environment that empowers every team member to make the greatest possible impact on our business. Our culture is about personal commitment – to our business, to each other and to our global communities. DHL is dedicated to being a great place to work. In addition to competitive compensation packages, our employees enjoy a range of programs, services and benefits that bring the best to their personal lives.

Start YOUR career with DHL today…

Key Responsibilities:

• Serve as acting supervisor in absence of supervisors to ensure operational continuity and service excellence.
• Work closely with supervisors on a daily basis to ensure operational goals, service commitments, and performance expectations are met.
• Provide guidance and support to agents to ensure efficient daily operations and compliance with DHL standards.
• Coordinate staffing, workload distribution, and operational coverage in partnership with station management to maintain service levels.
• Monitor service performance, shipment handling, data quality, scanning compliance, and operational deadlines; promptly address issues and elevate when necessary.
• Support training and development of agents and assist with customer service escalations, delivery exceptions, and urgent operational matters.
• Work closely with Service Partners to ensure compliance with DHL operational, safety, security, and customer service requirements.
• Assist with implementing station initiatives, process improvements, and corrective actions to drive operational performance.

Skills & Qualifications:

• High School Degree or Equivalent required
• Previous experience in customer service/support or related field
• Strong Communication Skills (both oral and written)
• Proficient in Microsoft Office Products (Outlook, Excel, Word)
• Must pass FAA, TSA, and CBP background and security checks to acquire a SIDA badge to work

Physical Requirements:

• Must be able to lift seventy (70) lbs. occasionally
• Must be able to lift forty (40) lbs. frequently
• Must be able to walk, climb stairs, reach overhead, squat, bend, kneel, stoop and crouch repeatedly

Employee Benefits & Incentives

DHL Express benefits and incentive offerings are designed to reflect a substantial experience for both employees and their dependents during their career and life journey. The specifics will vary, but wherever you join and in whatever role, you'll find our benefits and rewards are among the best in the industry. They include:

• Competitive Pay
• Outstanding training opportunities

DHL is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic. The EEO is the Law poster is available here: https://www.eeoc.gov/employers/eeo-law-poster

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.