Service First Lead - Escalation & Insight Champion (Chicago)

VetJobs; Chicago (IL); On-site; USD 75,000 - 100,000; Full time

Job summary

DHL is seeking an Operations Specialist to provide day-to-day operational support for the Chicago Air, Ocean and Domestic teams, coordinating escalations and delivering timely customer updates.

The role connects operations, customer-facing colleagues and the wider network to improve issue visibility, resolution momentum, and proactive risk identification during the two-year secondment.

Qualifications

• 3+ years in customer service, operations, continuous improvement, quality management or customer experience.
• Demonstrated success in driving measurable improvements in customer satisfaction, service quality and business performance.

Responsibilities

• Escalation coordination and operational support.
• Act as the Chicago focal point for internal network and external customer escalations relating to air freight, ocean freight and domestic freight.
• Capture impact, context, status, owner, actions, next update and target resolution; coordinate operational owners to establish facts, remove blockers and maintain momentum through closure.
• Maintain the escalation tracker, prioritize cases by customer and operational impact, and elevate unclear ownership, timing or unresolved barriers through the appropriate leadership channels.
• Customer updates and service recovery.
• Coordinate timely, accurate and professional customer updates through the appropriate customer-facing channels.

Skills

Escalation coordination

Customer service

Stakeholder management

Communication

Education

Bachelors

Job description

DHL is seeking an Operations Specialist to provide day-to-day operational support for the Chicago Air, Ocean and Domestic teams, coordinating escalations and delivering timely customer updates.

The role connects operations, customer-facing colleagues and the wider network to improve issue visibility, resolution momentum, and proactive risk identification during the two-year secondment.