Field Services Lead: Customer Ops & Support

DHL Air (UK) Ltd; Memphis (TN); On-site; USD 19,000 - 25,000; Full time

Benefits offered by this job

Competitive hourly pay

401K with company match

Paid time off

Job summary

DHL Express is seeking a Lead Agent to provide customer service and operational support at the Memphis Service Center. You will handle billing inquiries, shipment tracking requests, and customer escalations while ensuring adherence to DHL standards.

You will also coordinate with sales and service teams, supervise and mentor junior staff, and help manage workflow to maintain service levels and timely delivery. A high school diploma and related experience are required.

Qualifications

• Experience in customer service or related field.
• Strong written and oral communication skills.
• Ability to obtain and maintain SIDA badge; pass FAA, TSA, CBP checks.
• Spanish language skills a plus.

Responsibilities

• Provide customer service, sales, and operational support for the Service Center, including resolving billing inquiries and shipment tracking requests.
• Answer phones, greet visitors, and serve as a primary contact for customer inquiries.
• Collaborate with Sales, Service, supervisors, and Service Partners to resolve issues and ensure compliance with standards.
• Support operational activities including sorting, loading/unloading, shipment processing, documentation, and scheduling pickups.

Skills

Customer service experience

Communication skills

Bilingual Spanish

FAA/TSA/CBP checks required

Education

High School Diploma or Equivalent

DG Certification

Tools

Microsoft Office

Job description

DHL Express is seeking a Lead Agent to provide customer service and operational support at the Memphis Service Center. You will handle billing inquiries, shipment tracking requests, and customer escalations while ensuring adherence to DHL standards.

You will also coordinate with sales and service teams, supervise and mentor junior staff, and help manage workflow to maintain service levels and timely delivery. A high school diploma and related experience are required.