Service First Lead: Escalations & Insight Champion

Deutsche Post; Chicago (IL); On-site; USD 80,000 - 106,000; Full time

Benefits offered by this job

Competitive base salary

401(k) match

Stock Purchase Plan

Medical benefits

Vision coverage

Dental coverage

Paid Time Off

Job summary

DHL Global Forwarding in Chicago seeks a Service First Lead to coordinate escalations for air, ocean and domestic freight, delivering timely customer updates and clear ownership across the internal network. You will support operations with behind‑the‑scenes problem solving, maintain an escalation tracker, and translate operational data into concise management information for weekly reviews.

During the two‑year secondment, you’ll evolve from reactive service recovery to proactive risk

Qualifications

• Bachelor-level degree required in a related field.
• 3+ years in customer service, operations, continuous improvement, quality management or customer experience.
• Ability to work in a time-sensitive operational environment and coordinate across multiple teams.

Responsibilities

• Escalation coordination and operational support: act as Chicago focal point for escalations relating to air, ocean and domestic freight; capture impact, status and actions; maintain momentum through closure.
• Customer updates and service recovery: provide timely, accurate updates to customers and translate operational info into clear communications.
• Reporting, data and insight: provide weekly reports on open/closed cases, ageing, severity, impact and ownership; analyze trends and suggest improvements.
• Prevention and local Service First deployment: differentiate containment from corrective action; support See it, Sort it, Fix it and other Service First practices.

Skills

Customer service

Operations

Continuous improvement

Quality management

Customer experience

Education

Bachelor's Degree (Business Administration, Industrial Engineering, Integrated Quality Systems, or related)

Job description

DHL Global Forwarding in Chicago seeks a Service First Lead to coordinate escalations for air, ocean and domestic freight, delivering timely customer updates and clear ownership across the internal network. You will support operations with behind‑the‑scenes problem solving, maintain an escalation tracker, and translate operational data into concise management information for weekly reviews.

During the two‑year secondment, you’ll evolve from reactive service recovery to proactive risk