Service First Lead: Escalation & Recovery Specialist

DHL Global Forwarding; Chicago (IL); On-site; USD 80,000 - 106,000; Full time

Benefits offered by this job

401(k) Match

Stock Purchase Plan

Medical

Vision

Dental

Paid Time Off

Job summary

DHL Global Forwarding in Chicago is seeking a Service First Lead to provide hands-on, day-to-day operational support to the Chicago Air, Ocean and Domestic teams by coordinating internal and external escalations and ensuring accurate, professional customer updates that improve the customer experience.

The role connects operations with customer-facing colleagues and the wider network to create visibility of open issues, maintain momentum, and identify recurring themes before they become

Qualifications

• Bachelor's degree in Business Administration, Industrial Engineering, Integrated Quality Systems, or related field.
• 3+ years in customer service, operations, continuous improvement, quality management or customer experience.
• Experience in time-sensitive operational environments with changing priorities.
• Experience coordinating issues across multiple teams or locations and following actions through to closure.
• Stakeholder management, influence and impact to build effective relationships with operational and customer-facing stakeholders.

Responsibilities

• Act as the Chicago focal point for escalations across air, ocean and domestic freight.
• Coordinate escalation tracking and maintain momentum to closure.
• Provide timely, professional customer updates and translate information into clear updates.
• Produce weekly reporting on open/closed cases, ageing, severity, customer impact, ownership, progress, blockers and risks.
• Identify trends and recommendations to prevent recurring issues and support dashboards and management routines.

Skills

Customer service

Operations

Continuous improvement

Quality management

Customer experience

Education

Bachelor's degree

Job description

DHL Global Forwarding in Chicago is seeking a Service First Lead to provide hands-on, day-to-day operational support to the Chicago Air, Ocean and Domestic teams by coordinating internal and external escalations and ensuring accurate, professional customer updates that improve the customer experience.

The role connects operations with customer-facing colleagues and the wider network to create visibility of open issues, maintain momentum, and identify recurring themes before they become