Customer Service Supervisor

DHL Supply Chain; Indianapolis (IN); 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 in the United States to coordinate and oversee shift activities, interface with customers, and collaborate with operations to resolve issues. The role emphasizes staff leadership, process improvement, and adherence to customer guidelines.

The ideal candidate has a Bachelor’s degree or equivalent, 1–3 years in a lead role, and 1–2 years in logistics, with a background in customer service and operations.

Qualifications

• Bachelor’s degree or equivalent experience, required
• 1-3 years of lead/supervisory/management experience, required
• 1-2 years of logistics industry experience, preferred
• Previous customer service and operations background, required

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 warehouse management and/or transportation.
• Execute daily customer contract requirements and identify accessorial activity.
• Interact with customer groups and provide first line of escalation for service issues.
• Ensure documentation is completed and filed according with guidelines.
• Lead and develop staff to improve productivity and provide recognition.
• Plan workload, forecast volume, and manage data for performance measurement.
• Analyze variances, develop corrective actions, and implement plans.
• Ensure value-added services for customers are completed as required

Skills

Leadership

Customer service

Logistics

Operations

Education

Bachelor's degree or equivalent experience

Job description

• The Customer Service Supervisor role has a national salary range of $60,000 - $80,000.

• The Customer Service Supervisor role has a national salary range of $60,000 - $80,000.

• For roles within California the range is $70,304 - $90,000 and Washington is $80,169 - $90,000.

• DHL Supply Chain offers multiple benefits including Medical, Dental, Vision, Prescription, Discounted Stock Purchase, 401K and a generous PTO policy.

Are you a motivated, organized individual seeking a challenging and rewarding opportunity in a fast-paced environment?Would you enjoy being part of a dedicated team that works together to create a relevant, memorable difference in the lives of our customers and employees?If you’re looking for change, and you’re ready to make changes ... we’re looking for you.

Job Description

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

Required Education And Experience

• Bachelor’s degree or equivalent experience, required
• 1-3 years of experience in a lead / supervisory / management position, required
• 1-2 years of logistics industry experience, preferred
• Previous customer service and operations background, required

Our Organization has a business casual environment and focuses on teamwork, associate development, training, and continuous improvement.

• Our Organization offers competitive wages, excellent affordable insurance benefits (including health, dental, vision and life), 401K plan, paid vacation and holidays.

Our Organization is an equal opportunity employer.