Customer Service Supervisor

DHL Germany; Mechanicsburg (Cumberland County); On-site; USD 50,000 - 70,000; Full time

Job summary

DHL Germany is seeking a Customer Service Supervisor in Mechanicsburg, PA. This role involves overseeing the customer service team, ensuring efficient handling of complaints, and monitoring daily operations. The ideal candidate will have a Bachelor's degree and relevant supervisory experience, contributing to a collaborative and dynamic work environment.

Benefits

Competitive wages

Comprehensive insurance benefits

401K plan

Paid vacation and holidays

Qualifications

• 1-3 years of experience in a lead, supervisory, or management position required.
• 1-2 years of logistics industry experience preferred.
• Previous customer service and operations background required.

Responsibilities

• Oversee the customer service team and handle complaints.
• Coordinate and supervise daily operations.
• Provide first line escalation for customer service issues.

Skills

Leadership

Customer Service

Problem Solving

Teamwork

Education

Bachelor’s degree or equivalent experience

Job description

The Customer Service Supervisor is responsible for overseeing the customer service team and ensuring the efficient handling of customer complaints, shortage and overage claims, damages, and returns. This role involves monitoring daily operations, reviewing reports, tracking key performance indicators (KPIs), and providing monthly reporting to customers. The supervisor will also attend site and sector meetings, support site responsibilities, and collaborate with the quality department to enhance service delivery.

Customer Service Supervisor

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 daily and weekly. 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 as necessary and provide first line escalation for customer service issues.

• Ensure necessary documentation is completed and filed according to company and customer guidelines.

• Provide a professional, safe, fair, and secure work environment and direct daily activities.

• Lead support staff to increase productivity through improved work processes and staff development.

• Administer associate recognition programs as outlined in company, account, or site guidelines.

• Ensure shift, daily, and weekly workload planning and volume forecasting routines are accomplished.

• Manage and assist support staff in fulfilling daily business requirements and participate in data collection for performance measurement.

• Evaluate performance variances to identify root causes, develop corrective actions, review with managers, and implement approved 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, or 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 emphasizes teamwork, staff development, training, and continuous improvement. We offer competitive wages, comprehensive insurance benefits (including health, dental, vision, and life), a 401K plan, paid vacation, and holidays.

Our organization is an equal opportunity employer.