Customer Service Lead - Logistics & Operations

DHL Supply Chain; Salt Lake City (UT); On-site; Confidential; Full time

Benefits offered by this job

Medical

Dental

Vision

Prescription

Discounted Stock Purchase

401K

PTO

Job summary

DHL Supply Chain is seeking a Customer Service Supervisor to coordinate and supervise shifts, support staff daily and weekly activities, and act as the primary interface to customers. You will work with operations to resolve issues and ensure documentation complies with guidelines.

The role requires a Bachelor's degree or equivalent and 1–3 years in a lead or supervisory position, with 1–2 years in logistics preferred.

Qualifications

• Bachelor’s degree or equivalent experience.
• 1–3 years in a lead / supervisory / management role.
• 1–2 years in logistics experience (preferred).
• Previous customer service and operations background.

Responsibilities

• Coordinate and supervise the shift.
• Support staff activities on a daily and weekly basis.
• Provide an interface to the customer and follow up with operations to address customer issues.
• Review customer complaints with the warehouse management and/or transportation.
• Execute daily customer contract requirements and identify accessorial activity.
• Interact with customer groups, as necessary, and provide first line of escalation for customer service issues.
• Ensure necessary documentation is completed and filed according with company and customer guidelines.
• Provide professional, safe, fair and secure work environment and direct daily activities.
• Lead support staff to increase productivity via improved work processes and associate development.
• Administer associate recognition programs as outlined in company/account/site guidelines.
• Ensure shift/daily/weekly workload planning and volume forecasting routines are accomplished.
• Manage and assist support staff in fulfilling daily business requirements and participate in collection of data for performance measurement.
• Evaluate performance variances to identify root cause, develop corrective action plan for review with manager and implement approved action plans.
• Ensure value-added services for customers are completed as required.

Skills

Customer service

Leadership

Operations coordination

Education

Bachelor’s degree or equivalent experience

Job description

DHL Supply Chain is seeking a Customer Service Supervisor to coordinate and supervise shifts, support staff daily and weekly activities, and act as the primary interface to customers. You will work with operations to resolve issues and ensure documentation complies with guidelines.

The role requires a Bachelor's degree or equivalent and 1–3 years in a lead or supervisory position, with 1–2 years in logistics preferred.