Customer Service Manager

DHL; Erlanger (KY); On-site; Confidential; Full time

Job summary

DHL Express in Erlanger, KY is seeking a Customer Service Manager (AM Shift) to lead a team delivering high-quality customer service and coordinated support for calls, trace requests, and customer relationships. Based in Erlanger, USA, the role emphasizes service levels and cross-team collaboration.

The role requires a university degree or equivalent experience, plus strong leadership, English fluency, and a track record in customer services.

Qualifications

• University degree or equivalent experience.
• Proven experience in managing and motivating a team.
• Experience in a Customer Services environment.
• Fluent in English (written and verbal).

Responsibilities

• Managing a team of Customer Service Coordinators, Supervisors and supporting the quality of Customer Services provided by DHL.
• Handle customer calls, trace requests and a customer relationship support activity.
• Develop and manage a team to achieve targets for service levels and customer satisfaction.
• Optimize the team’s performance to ensure future volume planning, especially around holiday periods.
• Adhere to HR and security procedures to safeguard company and customer property and comply with policies.
• Address customer complaints and coordinate with stakeholders to find solutions.
• Track and monitor performance metrics.
• Maintain a local Quality Management System to support service objectives.
• Understand and implement Business Continuity and Disaster Recovery plans for revenue generation.
• Identify opportunities to improve business processes.
• Ensure department complies with Centre of Excellence criteria.
• Balance workload and re-prioritize to meet service levels.
• Measure KPIs such as FAB.
• Collaborate CS approach with ACS Sales and GSA teams.

Skills

Team leadership

Customer service

Operations coordination

English fluency

Problem solving

Education

Bachelor's degree

Job description

DHL Express - a company that connects people!

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.

Recognized among the top workplaces by Great Place to Work, DHL Express is committed to maintaining an environment that empowers every team member to make the greatest possible impact on our business. Our corporate 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. Start YOUR career with DHL today…

We are looking for a Customer Service Manager (AM Shift) based in Erlanger, United States of America.

The Customer Service Manager is responsible for handling the vast majority of contacts between ACS and GSAs / H&G and Customers (as applicable) on a daily basis. The team is responsible for handling customer calls, trace requests and a customer relationship support activity.

The Team Manager’s role has the ultimate aim of ensuring the smooth running of a team and at the same time ensure good co-operation with other teams within the company.

How will you contribute to the success of DHL?

• The Team Manager is responsible for managing a team of Customer Service Coordinators, Supervisors and supporting the quality of Customer Services provided by DHL.
• The team is responsible for handling customer calls, trace requests and a customer relationship support activity.
• To develop and manage a team of Customer Service Coordinators. To support the achievement of targets for service levels, customer satisfaction
• To optimize the teams performance to ensure future volume planning particularly around holiday period and volume swings.
• Adhere to all current HR policies and procedures, all current security procedures to ensure the safekeeping of all company and customer property and all statutory and company regulations outlined in the Health & Safety policy
• Receive customers’ complaints and closely communicate with stakeholders to find solutions. Dedicate less complicated customers’ complaint cases to Customer Service staff for follow-up.
• Track and monitor customers performance
• Ensure that an effective local Quality Management System is in place which supports the ACS service performance objectives
• Understand and be able to respond to Business Continuity Plan and Disaster Recovery appropriate revenue generation.
• Identify and progress opportunities to improve business processes.
• Ensure that the department is compliant to Centre of Excellence criteria
• Ensure the team workload is equally distributed and managed.
• Re-priorities workloads to achieve the department / Team service levels.
• Determine and measure against KPIs such as FAB
• Develop and implement a coordinated & comprehensive CS approach in conjunction without ACS Sales and GSA teams

Do you have what it takes?

• University degree or equivalent experience
• Proven experience in managing and motivating a team of people (typically minimum of 2 years.)
• Experience of working within a Customer Services environment.
• Fluent in English (written and verbal)
• Strong leadership & communication skills to be able to deal / influence people across different functions and seniority levels
• Ability to think laterally, come up with innovative solutions and challenge the ideas of others
• Must be a team player with strong relationship and project management skills
• Solid business knowledge and experience, as well as an understanding of the airline cargo industry competitive environment
• Good understanding of technology
• Strong problem-solving skills
• Results driven
• Ability to cope with tight deadlines

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.