Group Coordinator Lead - Customer Service Rep

supply-chain; Grand Prairie (TX); On-site; USD 42,000 - 48,000; Full time

Benefits offered by this job

KPI incentive bonus

PTO

401(k)

Tuition reimbursement

Training and career advancement

Job summary

DHL Supply Chain in Grand Prairie, TX is hiring for a 1st Shift CSR Lead. The role handles inquiries, orders, complaints, and returns with a focus on timely, courteous service. Key duties include tracking shipments, updating records, and coordinating with carriers and operations to ensure smooth delivery.

The team is offered a KPI bonus and a path for career growth. The position runs 7:00am - 3:30pm, Monday to Friday, with benefits and a supportive training environment.

Qualifications

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

Responsibilities

• Responds to inquiries, processes orders, handles complaints, and processes returns promptly.
• Phone duties, freight claim reporting, and other clerical duties as directed by Supervisor.
• Track and trace shipments and provide data to internal and external parties as appropriate.
• Maintain customer records, including claims and returns, by updating account information.
• Coordinate special customer requests with transportation and operations departments.
• Prepare product or service reports by collecting and analyzing customer information.

Skills

Excellent Email communication

Proficient in Microsoft Office

Detail-oriented

Education

High School Diploma or Equivalent

Job description

DHL Supply Chain is Hiring! At DHL, you will play a part in one of the world’s most essential industries. There has never been a better time to join DHL Supply Chain. In a global business like ours, the opportunities are endless. So, join us. Work with us. Grow with us.

The core responsibilities of this role include: Effective communication with carriers regarding status of scheduling and shipment progress. Accurate and efficient scheduling of Inbound and Outbound Shipments, Handling and processing of Sample order requests.

Position: 1st Shift CSR Lead
Shift:7:00am - 3:30pm Monday - Friday
Pay: $21.75per hour
Additional Incentives:

• This role is eligible for a monthly KPI incentive bonus.

In addition to the general job description below, the ideal candidate will also possess the following skills and/or experience:

• Excellent Email communication
• Proficient in Microsoft Office
• Detail-oriented

Be part of the world’s largest logistics company! DHL Supply Chain hasbeen certified as a Great Place to Work® in the US and Canada! Our excellent benefits packages includes:

• Affordable medical, dental, and vision coverage available beginning on your 30thday
• PTO program for all associates, including paid holidays and vacation
• 401(k) with generous company match
• Tuition reimbursement program
• Excellent training and career advancement opportunities

Grow your skills. Shape your world.

Role Purpose

Responds to inquiries, processes orders, handles complaints, and processes returns in a prompt, courteous, and effective manner

Phone duties, freight claim reporting, and other clerical duties directed by Supv

Key Accountabilities

• Track and trace shipments and provide data to internal and external parties as appropriate.
• Maintain customer records, including claims and returns, by updating account information.
• 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.
• Effectively interface with service providers in identifying, and resolving issues and concerns.
• 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.

Required Education and Experience

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

Our Organization is an equal opportunity employer.