Customer Service Supervisor — Lead & Elevate High-Impact Support

DHL Supply Chain; Canal Winchester (OH); On-site; Confidential; Full time

Benefits offered by this job

Medical

Dental

Vision

Prescription

Discounted Stock Purchase

401K

generous PTO

Job summary

DHL Supply Chain in the United States is seeking a Customer Service Supervisor to coordinate and supervise shifts, provide customer interfaces, and address issues with operations. You will review complaints with warehouse/transport and ensure documentation aligns with guidelines.

The role focuses on leading staff, improving processes, and ensuring timely service delivery in a fast-paced environment. A bachelor’s degree and 1–3 years in supervisory roles are preferred.

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.
• 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

Operations experience

Leadership

Education

Bachelor’s degree or equivalent experience

Job description

DHL Supply Chain in the United States is seeking a Customer Service Supervisor to coordinate and supervise shifts, provide customer interfaces, and address issues with operations. You will review complaints with warehouse/transport and ensure documentation aligns with guidelines.

The role focuses on leading staff, improving processes, and ensuring timely service delivery in a fast-paced environment. A bachelor’s degree and 1–3 years in supervisory roles are preferred.