Client Support Lead: Logistics & Customer Excellence

DHL Air (UK) Ltd; Indianapolis (IN); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

PTO and holidays

401(k) with company match

Tuition reimbursement

Training and career advancement

Job summary

DHL Supply Chain is hiring for a Second Shift Client Support Lead. The role supports client inquiries via phone, email, and chat, acts as primary liaison between customers and internal teams, and ensures accurate order processing and timely communication of shipment status. Qualifications include a high school diploma or GED with 1-2 years of 3PL customer service experience.

Fluency in English is required; Spanish is a plus. Strong MS Word/Excel skills and safety compliance are expected.

Qualifications

• Education: High school diploma or GED required; some college is a plus.
• 1-2 years of customer service experience in a 3PL environment.

Responsibilities

• 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.

Job description

DHL Supply Chain is hiring for a Second Shift Client Support Lead. The role supports client inquiries via phone, email, and chat, acts as primary liaison between customers and internal teams, and ensures accurate order processing and timely communication of shipment status. Qualifications include a high school diploma or GED with 1-2 years of 3PL customer service experience.

Fluency in English is required; Spanish is a plus. Strong MS Word/Excel skills and safety compliance are expected.