Group Coordinator Lead, Customer Service (Logistics)

supply-chain; Newville (Cumberland County); On-site; USD 34,000 - 47,000; Full time

Benefits offered by this job

Affordable benefits

Paid vacation

401(k) match

Tuition reimbursement

Training and career advancement

Growth opportunities

Job summary

DHL Supply Chain is hiring for a Group Coordinator Lead - Customer Service Rep. Shift: 1st Shift, Hours: 8am-4pm, Days: Monday - Friday. Pay: $19.45 per hour. Great Place to Work and Top Employer in the US and Canada.

Role focuses on responding to inquiries, processing orders, handling complaints, and managing returns promptly and courteously. A strong emphasis on tracking shipments and maintaining customer records is required.

Qualifications

• 1-2 years related experience.
• High School Diploma or Equivalent, preferred.

Responsibilities

• Track and trace shipments and provide data to internal and external parties.
• Maintain customer records, including claims and returns.
• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve problems; expediting correction or adjustment; following up to ensure resolution.
• Coordinate special customer requests with the transportation and operations departments, expediting orders as necessary.
• Coordinate customer profile information with carriers to ensure incident free delivery.
• Prepare product or service reports by collecting and analyzing customer information, follow up with other departments to ensure service standards are met.
• Responsible for the effective training of new customer service associates.
• Maintain a good working relationship with customer(s) by responding to all inquiries and complaints concerning shipments, inventory count requests, etc., in a courteous and efficient manner.
• Report customer feedback to management, including any signs of dissatisfaction.
• Act as a liaison between operations and the customer, in administration of accounts and between the office and customer regarding credit charges.
• Responsible for the reporting of KPI’s as agreed upon to evaluate the effectiveness of both the operation and department.
• Oversee all paperwork associated with orders and maintain the corresponding files.
• Maintain a current procedure book for the customer service jobs and functions.
• Effectively correspond with customers as required.
• Prepare reports as required for task analysis as required.

Education

High School Diploma or Equivalent

Job description

DHL Supply Chain is hiring for a Group Coordinator Lead - Customer Service Rep. Shift: 1st Shift, Hours: 8am-4pm, Days: Monday - Friday. Pay: $19.45 per hour. Great Place to Work and Top Employer in the US and Canada.

Role focuses on responding to inquiries, processing orders, handling complaints, and managing returns promptly and courteously. A strong emphasis on tracking shipments and maintaining customer records is required.