Lead Field Services Agent - (Evenings) - Memphis, TN

DHL Express; Memphis (TN); On-site; USD 21,000 - 30,000; Full time

Benefits offered by this job

Competitive hourly pay

Bonus/incentive programs

401K with company match

Medical benefits

Tuition reimbursement

Generous PTO

Paid leave

Employee discount

Work-life program

Training opportunities

Job summary

DHL Express in Memphis is seeking a Lead Agent to provide customer service, sales and operational support at the Service Center, handling billing inquiries, shipment tracking, and exceptions.

You will lead a team, coordinate workload, train staff, and ensure compliance with DHL standards while collaborating with Sales, Service, and partners to resolve issues and maintain service excellence.

Qualifications

• High School Degree or equivalent required.
• Experience in customer service/support or related field.
• Strong oral and written communication skills.
• Proficient in Microsoft Office (Outlook, Excel, Word).
• Must pass FAA, TSA, and CBP background checks for a SIDA badge.
• Bilingual (Spanish) a plus.
• DG certification or ability to obtain certification is a plus.

Responsibilities

• Provide customer service, sales, and operational support for the Service Center, including resolving billing inquiries and shipment tracking requests.
• Respond to inquiries, greet visitors, and act as a primary contact for customers and operations.
• Collaborate with Sales, Service, supervisors, and partners to resolve issues and ensure compliance with DHL standards.
• Support operational activities: sorting, loading/unloading, documentation, manifesting, and pickup/delivery coordination.
• Prepare import/export documents and assist with customs clearance activities as applicable.
• Monitor service performance, data quality, and deadlines; escalate issues as needed.
• Lead day-to-day by guiding agents, supporting training, and coordinating staffing.
• Serve as acting supervisor and partner with station management for continuity and performance.

Skills

customer service

communication

bilingual

DG certification

FAA/TSA/CBP checks

Microsoft Office

Education

High School Degree

Tools

Microsoft Office

Job description

What makes DHL great? Our People! We know each employee's individual contributions make us the #1 Delivery and Logistics Company in the world.

Distinguished as No. 1 World's Best Workplace by Great Place to Work and Fortune Magazine

DHL 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…

Lead Agent Key Responsibilities:

• Provide customer service, sales, and operational support for the Service Center, including resolving billing inquiries, shipment tracking requests, misplaced shipments, customer escalations, and delivery exceptions.
• Answer phones, greet visitors, and serve as a primary point of contact for customer and operational inquiries.
• Communicate and collaborate with Sales, Service, supervisors, and Service Partners to resolve customer issues and ensure compliance with DHL operational, safety, security, and customer service standards.
• Perform and support operational activities including sorting, loading/unloading, shipment processing, documentation, manifesting, shipment status updates, dispatching pickup and delivery information, scheduling pickups, and handling over-the-counter payments.
• Process or prepare import/export documentation and support customs clearance activities, where applicable.
• Monitor service performance, shipment handling, scanning compliance, data quality, and operational deadlines; take corrective action and escalated issues as needed.
• Provide day-to-day leadership by guiding agents, supporting training and development, coordinating workload and staffing coverage, and assisting with operational initiatives and process improvements.
• Serve as acting supervisor when needed and partner with station management to ensure operational continuity, service excellence, and achievement of performance goals.

Skills & Qualifications:

• High School Degree or Equivalent required
• Previous experience in customer service/support or related field
• Strong Communication Skills (both oral and written)
• Proficient in Microsoft Office Products (Outlook, Excel, Word)
• Must pass FAA, TSA, and CBP background and security checks to acquire a SIDA badge to work
• Bilingual (Spanish) a plus
• Possession of a current Dangerous Goods (DG) certification, or the ability to obtain and maintain certification in accordance with DHL and regulatory requirements, is considered a plus.

Physical Requirements:

• Must be able to lift seventy (70) lbs. occasionally
• Must be able to lift forty (40) lbs. frequently
• Must be able to walk, climb stairs, reach overhead, squat, bend, kneel, stoop and crouch repeatedly

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 Hourly Pay
• Bonus/Incentive Programs
• Retirement Savings – 401K with company match
• Medical, Dental, Vision, well-being programs
• Tuition Reimbursement
• Generous Paid Time Off
• 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 with 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.