Group Coordinator Lead - Customer Service Rep

Joinimagine; Hagerstown (MD); On-site; USD 26,000 - 36,000; Full time

Benefits offered by this job

Affordable medical, dental, and vision

PTO and holidays

401(k) with company match

Tuition reimbursement

Training and career advancement

Job summary

DHL Supply Chain is seeking a Group Coordinator Lead - Customer Service Representative for 1st shift in Maryland. The role focuses on exceptional email communication, data organization, and leading a team to resolve customer issues.

Hours are 8AM-4PM, Mon-Fri, with pay at $22.50 per hour. The position emphasizes managing shipments, updating records, addressing complaints, and coordinating with transportation and operations to ensure service levels are met.

Qualifications

• 1-2 years related experience.
• Strong written and verbal communication skills.
• Ability to multitask and prioritize in a fast-paced environment.

Responsibilities

• Respond to inquiries and process orders promptly.
• Handle complaints and coordinate returns with agility.
• Track shipments and maintain accurate customer records.
• Provide data to internal/external stakeholders and escalate as needed.

Skills

Email communication

Data organization

Team leadership

Customer issue resolution

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:

exceptional email communication skills along with data organization. Ability to lead a team and resolve customer issues.

Position: Group Coordinatior Lead - Customer Service Representative

Shift: 1st shift

Days: Mon- Fri

Hours: 8AM-4PM

Pay: $22.50 per hour

Be part of the world’s largest logistics company! DHL Supply Chain has been 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 30th day
• 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.