Senior Field Operations Lead

DHL Group; 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

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.