Customer Contact Supervisor (PGA: Tuesday - Saturday, 8:00 a.m. - 4:30 p.m.)

DHL Group; Erlanger (KY); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Bonus/Incentive Programs

Retirement Savings - 401K with company

Medical, Dental, Vision

Tuition Reimbursement

Generous Paid Time Off

Paid Leave

Employee Discount Program

Employee Assistance & Work Life

Outstanding training opportunities

Job summary

DHL Group is seeking a Customer Contact Supervisor in Kentucky to lead a frontline clearance support team, ensuring accurate information flow and timely issue resolution for shipment processing. You will supervise staff, handle escalations, and coordinate with Express and Gateway teams to minimize delays and maintain high customer satisfaction.

The role requires supervisory experience, knowledge of customs processes, and strong analytical and leadership skills to drive performance in a

Qualifications

• Bachelors or Associate degree in logistics, supply chain, business or related field preferred.
• 2+ years in customs entry-writing, brokerage or customer service is required.
• Prior supervisory experience is strongly preferred.
• Experience in customs clearance or express operations is highly valued.

Responsibilities

• Lead and supervise the customer contact/document control team with coaching and performance reviews.
• Escalate complex customer interactions and manage shipment delays or customs issues.
• Ensure staffing, scheduling, and timekeeping meet fluctuating demand.
• Monitor daily productivity and provide ongoing feedback to the team.
• Maintain gatekeeping metrics and reporting availability for management.
• Collaborate with Express and Gateway teams for correct routing and case handling.
• Provide guidance to upstream teams to reduce misroutes and delays.
• Oversee escalation handling to protect customer relationships and avoid delays.
• Support continuous improvement and resource prioritization amid volume changes.
• Coordinate EOS participation and engagement for assigned teams.

Skills

Leadership & supervision

Analytics & reporting

Customer service excellence

Pressure tolerance

Attention to detail

Conflict resolution

Prioritization & planning

Customs process knowledge

Education

Associate's or Bachelor's in Logistics/SC/Business

High school diploma or equivalent

Job description

What makes DHL great?

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

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

DHL Express 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

DHL Express is seeking a Customer Contact Supervisor to join the team. The Customer Contact Supervisor leads customer-facing clearance support teams responsible for gathering missing information, or sharing customer-requested entry documents, enabling successful shipment processing. This role serves as a critical link between customers and the formal Customs Entries teams, ensuring accurate information flow, timely issue resolution, and minimized shipment delays.

As the frontline representative of DHL for clearance-related customer interactions, the supervisor directly influences customer satisfaction, service recovery, and overall gateway performance.

Key Responsibilities

• Lead and manage customer contact/document control team, providing daily supervision, coaching, and performance management.


• Serve as an escalation point for complex customer interactions related to shipment delays or customs issues.


• Ensure appropriate staffing, scheduling, and timekeeping to meet fluctuating customer contact and workload demands.


• Monitor and manage employee performance, including daily productivity tracking (APH), mid-year and annual performance reviews, and ongoing feedback.


• Manually calculate and track relevant metrics and maintain reporting availability for management via SharePoint.


• Collaborate closely with Express teams and other Gateway contact teams to ensure correct queue placement, proper case routing, and accurate information flow.


• Provide feedback and corrective guidance to upstream teams when cases are incorrectly routed or processed, helping reduce rework and shipment delays.


• Oversee customer escalation handling to prevent shipment Return to Origin and protect customer relationships.


• Support continuous improvement efforts & prioritize resources for key opportunities or gaps amid evolving volumes, customer profiles, and clearance complexity.


• Manage Employee Opinion Survey (EOS) participation and engagement for assigned teams.


• Point of contact in customer-facing calls supporting Customer Operations Group and Account Representatives when requested

Skills/Qualifications

• High school diploma or equivalent required


• Associate's or Bachelor's degree in Logistics, Supply Chain, Business, or related field (preferred)


• 2+ years of customs entry-writing or brokerage or customer service experience required. Or equivalent on-the-job previous experience.


• Prior supervisory experience strongly preferred or equivalent on-the-job leadership experience may be considered


• Previous experience in customs clearance or express operations strongly preferred


• Licensed Customs Broker (CBL) beneficial but not required


• Understanding of customs documentation requirements and clearance workflows


• Ability to interpret clearance documentation and support agents without formal entry training


• Strong analytical capability to review team and Gateway reporting, identify process gaps or risks, and drive resource allocation decisions aligned with business priorities


• Strong leadership and people management capabilities


• Excellent customer service and escalation management skills


• Patience, emotional intelligence, and resilience under pressure


• Organization and attention to detail in a high-volume environment


• Conflict resolution and interpersonal communication skills


• Ability to balance operational priorities with employee development

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:

• Bonus/Incentive Programs


• Retirement Savings - 401K with company match


• Medical, Dental, Vision, well-being programs


• Tuition Reimbursement


• Generous Paid Time Off


• Paid Leave


• Employee Discount Program


• Employee Assistance & Work Life Program


• Outstanding training opportunities

This position requires access to secured airport areas. Selected candidates must be able to obtain and maintain a Security Identification Display Area (SIDA) badge, which includes passing a criminal history records check, fingerprinting, and meeting all federal, state, and local regulatory requirements. Candidates must be able to provide all documentation necessary to support the badging process.

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 areprovidedreasonable accommodation toparticipatein 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.