Client Support Lead

supply-chain; Plainfield (IN); On-site; USD 42,000 - 65,000; Full time

Benefits offered by this job

PTO

401(k) match

Tuition reimbursement

Training and career advancement

Job summary

DHL Supply Chain is seeking a First Shift Client Support Lead to be the main contact for clients, handling inquiries via phone, email, and chat. The role requires coordinating with Warehouse, Transportation and Operations to ensure accurate order processing and timely updates.

Ideal candidates have 2–3 years of 3PL customer service experience, strong English communication skills, and proficiency with Microsoft Word/Excel. High school diploma or GED required; some college preferred.

Qualifications

• High school diploma or GED required; some college a plus.
• 2-3 years of customer service experience in a 3PL environment.
• Proficiency with Microsoft Word and Excel.

Responsibilities

• Be the first line of contact for clients via phone, email, and chat.
• Address customer inquiries and resolve complaints with timely solutions.
• Build trust and rapport through clear, professional communication.
• Serve as primary liaison between customers and internal teams (Warehouse, Transportation, Operations).
• Oversee order processing, including special shipping requests and paperwork.
• Monitor order statuses and provide proactive updates to clients.
• Coordinate with operations to verify product availability and shipment status.
• Contribute to safety, quality and productivity initiatives.

Skills

Verbal communication

Written communication

Customer service

Multitasking

Education

High school diploma or GED

Some college

Tools

Microsoft Word

Microsoft Excel

Inventory management systems

Spanish (preferred)

Job description

DHL Supply Chain is Hiring! At DHL, you will play a part in one of the world’s most essential industries. There has never been a better time to join DHL Supply Chain. In a global business like ours, the opportunities are endless. So, join us. Work with us. Grow with us.

The core responsibilities of this role include: The first line of communication for clients, handling inquiries, questions, and requests through various channels like phone, email, and chat.

Position: First Shift Client Support Lead

Shift: 8:00 am – 4:30 pm, Monday-Friday; holidays and weekends as needed

Additional Incentives:There are no further incentives available beyond what has been outlined.

xx

In addition to the general job description below, the ideal candidate will also possess the following skills and/or experience: Microsoft office, WMS, TMS, multiclient warehouse and supply chain experience.

• Assess and proactively address customer needs to build long-term trust and strengthen client relationships
• Efficiently resolve complex customer complaints by providing timely, appropriate solutions/alternatives, following through to ensure complete satisfaction.
• Build trust and rapport with customers through clear, open, and interactive communication channels.
• Serve as the primary point of contact between customers and internal teams, including Warehouse, Transportation, and Operations.
• Oversee the accurate processing and input of all customer orders, including special shipping requests and order-related paperwork.
• Monitor order statuses and proactively communicate updates to clients. Partner with operations to verify product availability, track shipments, and ensure seamless delivery.
• Run regular reports to audit product availability, identify inventory variances, and execute corrective actions.
• Document, maintain, and update a comprehensive procedures manual for all client support processes to ensure team alignment.
• Actively contribute to and lead initiatives focused on improving safety, quality, and workplace productivity.
• Ensure strict adherence to all food safety and quality guidelines across all daily tasks and workflows.
• Maintain cross-functional knowledge across various tasks to provide seamless coverage and team assistance when needed.
• Utilize strong logical thinking to analyze complex situations, troubleshoot operational issues, and make sound, data-driven decisions.
• Effectively multitask and prioritize high-volume workloads to meet strict deadlines in a fast-paced environment.

SECURITY AND SAFETY

• Adheres to all company security and inventory control procedures.
• Maintains a secure work environment and reports any safety or security concerns to management immediately.
• Upholds all warehouse safety and housekeeping standards to ensure a safe workspace for all team members.

QUALIFICATIONS

• Education: High school diploma or GED required; some college is a plus.
• Experience: 2-3 years of customer service experience in a third-party logistics (3PL) environment.

REQUIRED SKILLS

• Excellent verbal and written communication skills in English.
• Ability to interact with customers professionally and courteously.
• Basic computer proficiency, including Microsoft Word and Excel.
• Preferred: Experience with inventory management systems and/or fluency in Spanish.

PHYSICAL REQUIREMENTS

• The role requires standing, sitting, and moving intermittently throughout the workday.
• Must be able to perform focused, detail-oriented work.
• Requires effective sensory, motor, and manual dexterity skills to perform job duties.

Be part of the world’s largest logistics company!DHL Supply Chain hasbeen certified as a Great Place to Work in the US and Canada! Our excellent benefits packages include:

• Affordable medical, dental, and vision coverage available beginning on your 30thday
• PTO program for all associates, including paid holidays and vacation
• 401(k) with generous company match
• Tuition reimbursement program
• Excellent training and career advancement opportunities

Grow your skills. Shape your world.