Imports Supervisor (L2)

DHL Express; Erlanger (KY); On-site; USD 52,000 - 76,000; Full time

Benefits offered by this job

Competitive Pay

Bonus/Incentive Programs

401K with company match

Medical, Dental, Vision

Job summary

DHL Express is seeking an Imports Supervisor to lead the customer service function and develop policies for timely, accurate information across multiple channels. This role provides operational management at call center locations and drives forecasting of staffing and call capacity.

The Imports Supervisor will analyze call volume trends, supervise staff, and partner with other managers to improve service. Strong coaching, budgeting, and IT skills are required.

Qualifications

• 4 years in related field (or equivalent). 2 years’ experience in leading customer service teams in a Customer Service environment, preferred (with a strong background in coaching, counseling and motivating)
• Advanced understanding of quality and productivity improvements, budgeting and cost control

Responsibilities

• Develops and monitors the application of customer service policies and procedures
• Implements and improves processes affecting customer satisfaction and call center efficiency
• Ensures KPIs are met by coordinating and adjusting call volumes or staffing
• Monitors and evaluates the quality of inbound and outbound calls and traces
• Coordinates department budget to ensure cost effective operations
• Liaises with Field Operations and Gateways to resolve issues
• Identifies opportunities for process improvement and drives implementation
• Supervises staff performance and discipline
• Delivers staff training and development

Skills

Team leadership

Coaching

Customer service systems

Excel

MS Office

DHL Systems

IT troubleshooting

Negotiation

Analytical skills

People management

Education

Bachelor's degree in related field

Tools

ACD

Quality Monitoring Systems

Job description

What makes DHL great? Our People! We know each employee’s individual contributions make us the #1 Express Delivery and Logistics Company in the world. Distinguished as No. 1 World’s Best Workplace™ by Great Place to Work and Fortune Magazine DHL Express is committed to maintaining an environment that empowers every team member to make the greatest possible impact on our business. Our culture is about personal commitment – to our business, to each other and to our global communities. DHL is dedicated to being a great place to work. In addition to competitive compensation packages, our employees enjoy a range of programs, services and benefits that bring the best to their personal lives.

Start YOUR career with DHL today…

We have an immediate opportunity for an Imports Supervisor. The Imports Supervisor is responsible for developing and directing overall order and service related activities for DHL's customer service function. The Imports Supervisor role also is responsible for developing and implementing policies for the resolution of customer account inquiries. Provides a variety of customer service support duties to customers. Ensures timely and accurate information is provided to customers in a professional manner. Responds to inquiries or issues through phone, mail, email, fax, website, and/or face-to-face contact with customers. Provides operational management and support at call center locations to ensure efficient and timely resolutions of customer service issues. Analyzes and makes recommendations based on call volume and tracing trends and other factors for forecasting future customer service needs including staffing and call capacity.

Key Responsibilities

• Develops and monitors the application of customer service policies and procedures
• Develops, implements, and improves processes through identification of operational, sales, and technological changes that are having an impact on customer satisfaction and call center efficiency
• Ensures KPIs are met by coordinating and adjusting call volumes or staffing in a timely manner
• Monitors and evaluates the quality of inbound and outbound telephone calls and traces
• Coordinates department budget to ensure cost effective operations. Manages special projects designed to enhance service
• Partners with other managers, internally and externally to the Job Family to communicate business observations, customer feedback, etc.
• Liaise closely with Field Operations and Gateways areas in service recovery situations and/or to resolve and prevent recurrence of problems encountered by customers
• Identify and document opportunities for process improvement, assume ownership for securing approval and implementation
• Continually inspect COE-related elements to ensure compliance
• Supervise and ensure staff discipline
• Conduct staff performance appraisal

Skills & Qualifications:

• 4 years in related field (or equivalent). 2 years’ experience in leading customer service teams in a Customer Service environment, preferred (with a strong background in coaching, counseling and motivating)
• Complete understanding and wide application of principles, theories, and concepts in function or business area. An advanced understanding of specific aspects of work supervised and practical application to problems and situations ordinarily encountered
• Knows and effectively uses fundamental concepts, practices, and procedures relative to quality and productivity improvements, training, budgeting and cost control, and progressive techniques in area of specialization
• Facilitation and training skills (excellent)
• Software skills (Customer Service systems, e.g. ACD, Quality Monitoring Systems, etc.) (Excellent)
• Excel (Advanced), MS Office (Excellent)
• Software skills (DHL Systems) (preferable)
• IT skills relating to PCs & peripheral devices i.e. printers, monitors, etc., (basic troubleshooting)
• Negotiation and interpersonal skills (excellent)
• Leadership skills (excellent)
• Analytical, organizational and motivational skills (excellent)
• People Management skills (excellent)

Employee Benefits & Incentives

DHL Express benefits and incentive offerings are designed to reflect a substantial experience for both employees and their dependents during their career and life journey. The specifics will vary, but wherever you join and in whatever role, you'll find our benefits and rewards are among the best in the industry. They include:

• Competitive Pay
• Bonus/Incentive Programs
• Retirement Savings – 401K with company match
• Medical, Dental, Vision, well-being programs
• Tuition Reimbursement
• Generous Paid Time Off – Starting at 4 Weeks (PT/FT)
• Paid Leave
• Employee Discount Program
• Employee Assistance & Work Life Program
• Outstanding training opportunities

DHL is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic. The EEO is the Law poster is available here:

https://www.eeoc.gov/employers/eeo-law-poster

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Join DHL today and be a part of our commitment to being a great place to work. In addition to competitive compensation packages, we offer a range of programs, services, and benefits that enhance our employees' personal lives. Start your career with DHL and make a meaningful impact on our business and global communities.

DHL is committed to working with and providing reasonable accommodations to persons with disabilities. The job application process includes this application and possibly one or more interviews. If you believe that you might need a reasonable accommodation for any part of the application process, please send an e-mail to [e-mail], and include your contact information and the requested accommodation. Only messages related to requests for these types of reasonable accommodations will be returned.

We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected characteristic, The EEO is the Law and supplement are available here: Know Your Rights: Workplace Discrimination is Illegal (dol.gov)