Customer Service Supervisor | Lead, Resolve & Improve CX

supply-chain; Indianapolis (IN); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Prescription

401K

PTO

Job summary

DHL Supply Chain is seeking a Customer Service Supervisor to coordinate and supervise shifts, support daily operations, and act as the customer interface to address issues and ensure timely resolutions.

The role requires a Bachelor’s degree or equivalent, 1–3 years in a supervisory role, and 1–2 years in logistics with a background in customer service and operations. A collaborative, development-focused environment is offered.

Qualifications

• Bachelor's degree or equivalent experience is required.
• 1-3 years of experience in a lead / supervisory / management position is required.
• 1-2 years of logistics industry experience is preferred.
• Previous customer service and operations background is 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 the 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 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 data collection for performance measurement.
• Evaluate performance variances to identify root cause, develop corrective action plan and implement actions.
• Ensure value-added services for customers are completed as required.

Skills

Customer service leadership

Operations coordination

Logistics experience

Team supervision

Communication

Education

Bachelor's degree or equivalent experience

Job description

DHL Supply Chain is seeking a Customer Service Supervisor to coordinate and supervise shifts, support daily operations, and act as the customer interface to address issues and ensure timely resolutions.

The role requires a Bachelor’s degree or equivalent, 1–3 years in a supervisory role, and 1–2 years in logistics with a background in customer service and operations. A collaborative, development-focused environment is offered.