Join the World's Leading Logistics Provider and Be Part of Something Amazing
At DHL, we believe that every employee's unique contributions make us the #1 Delivery and Logistics Company in the world. As a global leader in logistics, we are dedicated to providing exceptional service to our customers and making a positive impact on the communities we serve. We are currently seeking an experienced and motivated Customer Service Operations Lead to join our DHL Same Day team. This exciting opportunity offers a hybrid work model, combining remote work with time in our office, and provides a competitive salary of $35/hour.
About DHL and Our Culture
DHL is part of Deutsche Post DHL, the world's leading logistics provider with operations in over 220 countries. Our DHL Worldwide Sending (DGF) team manages the flow of goods and data across a client's global supply chain using air/sea/ground transportation, customs brokerage services, and dedicated warehousing/distribution centers. We pride ourselves on our customer-centric approach, innovative solutions, and commitment to excellence.
Our company culture is built on the principles of teamwork, integrity, and respect. We value diversity and inclusion, and strive to create a work environment that is engaging, challenging, and rewarding for all employees. As a DHL employee, you will have access to a wide range of benefits, including competitive compensation, comprehensive health insurance, 401k matching, and tuition assistance.
Job Summary
We are seeking an experienced Customer Service Operations Lead to oversee and drive the performance of our Operations Specialist team. As a key member of our Same Day team, you will be responsible for leading, guiding, and shaping the future of our 24x7x365 operations. This is a unique opportunity to take ownership of a team and drive results in a fast-paced and dynamic environment.
Key Responsibilities
- Lead, motivate, and manage a team of Operations Specialists to achieve exceptional customer service and operational results
- Drive performance improvement of Operations Specialists to meet KPIs and enhance overall service quality
- Participate in regular reviews with the Operations Supervisor to identify areas for improvement and optimize processes
- Prioritize and delegate work tasks among team members to ensure efficient workflow and effective resource utilization
- Ensure that all customer inquiries are addressed promptly and professionally, and that issues are escalated as needed
- Collaborate with other functional units to guarantee a smooth customer-related process flow
- Play an active role in the development, learning opportunities, and training of Client Relationship Specialists
- Serve as an escalation point for clients, Operations, and other departments, and raise issues to the Operations Manager or SMT as needed
- Provide exceptional leadership and guidance to the team, inspiring them to deliver outstanding customer experiences
- Assist in the management of daily responsibilities, including handling emails, calls, and executing order processing
Requirements and Qualifications
To be successful in this role, you will need:
- A proven track record in a customer-facing role, preferably in operations or customer service
- Strong knowledge of Same Day business products and systems
- Demonstrated experience managing multiple priorities and expectations in a fast-paced operations environment
- Proficiency in MS Word and Excel, with ability to learn other systems and technologies
- Process-driven and results-oriented, with a focus on achieving positive and efficient outcomes
- Strong knowledge of operations cycles and systems
- Ability to take ownership and lead the Operations team
- Excellent communication, motivation, and interpersonal skills
- Independent working style with strong phone and email etiquette
- Business acumen and strong English language skills (verbal and written)
- Strong leadership qualities and attributes
What We Offer
At DHL, we offer a comprehensive benefits package that includes:
- Competitive salary of $35/hour
- Hybrid work model, combining remote work with time in our office
- Opportunities for career growth and professional development
- Comprehensive health insurance, including medical, dental, and vision coverage
- 401k matching and tuition assistance
- Recognition and rewards for outstanding performance
Why Join DHL?
By joining DHL, you will become part of a global team that is dedicated to making a positive impact on the world. We offer:
- A dynamic and fast-paced work environment that is challenging and rewarding
- Opportunities to work with a diverse and talented team of professionals
- A commitment to innovation, customer satisfaction, and sustainability
- A comprehensive benefits package and competitive compensation
- A culture that values diversity, inclusion, and employee engagement
How to Apply
If you are a motivated and experienced customer service professional looking for a new challenge, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience.
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We are an equal opportunities employer and welcome applications from all qualified candidates. We look forward to hearing from you!
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