Customer Service Supervisor

DHL Supply Chain; Indianapolis (IN); On-site; Confidential; Full time

Benefits offered by this job

Medical benefits

Dental

Vision

Prescription drugs

Stock purchase plan

401K

PTO

Job summary

DHL Supply Chain in the United States is seeking a Customer Service Supervisor to coordinate and supervise daily shift activities. You will interface with customers, address issues with operations, and review complaints with warehouse/transportation teams.

The role requires a bachelor’s degree and 1–3 years in a lead/supervisory role, plus 1–2 years in logistics. A national salary range is provided, with broader state variations.

Qualifications

• 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.

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 escalation for customer service issues.
• Ensure necessary documentation is completed and filed according with company and customer guidelines.
• Lead support staff to increase productivity via improved work processes and associate development.
• 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 and implement approved action plans.
• Ensure value-added services for customers are completed as required.

Skills

Leadership

Supervisory

Customer service

Operations background

Education

Bachelor's degree

Job description

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

• 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.

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

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