Job Description

What makes DHL great? Our People! We know each employee’s individual contributions make us the #1 Express Delivery and Logistics Company in the world.

Enjoy the flexibility, innovation and fun we encourage and promote in our work environment. Our corporate culture is about personal commitment – to our business, to each other and to our communities. DHL is dedicated to being a great place to work. In addition to competitive salaries, our employees enjoy a range of programs, services and benefits that bring the best to their personal lives.

Start YOUR career with DHL today! OVERALL PURPOSE: Supervise the Customer Care team to ensure customer satisfaction with regards to service, shipment inquiries and all other customer related inquiries, as well as handling of service failures consistent with DHL performance standards. DUTIES AND RESPONSIBILITIES:

• Supervise a team of customer care advisors to ensure effective and timely resolution of customer inquiries and service recovery efforts, ensure all assigned duties are carried out accurately and timely.
• Act as a second stage escalation contact for priority traces.
• Identify and analyze root causes for traces to identify key areas of opportunity, and work with your leadership team and Operations to implement Customer satisfaction improvements avoid recurrence
• Ensure that appropriate equipment and supplies are available for staff to perform duties
• Coach and develop direct reports in the attainment of individual goals & performance targets as well as to support their professional growth and career aspirations
• Drive engagement and motivation on your team through active leadership, effective communication, timely follow up, feedback and coaching as well as through implementation of various engagement initiatives throughout the year
• Drive continuous improvement by supporting customer satisfaction survey roll out to customers and contacting customers for feedback
• Assist the Contact Centre activities where needed

• Responsible for 100% internal and external customer satisfaction
• Responsible for knowing the global and regional KPI requirements and contributing to achieving expected results
• Ensure Customer Service groups know performance expectations, operations changes and resources
• Ensure all traces are being handled and responses given to customers within quality and time standards
• Interact effectively with other members of the customer service, operations teams and Sales.
• Regular customer interactions to strengthen relationships with DHL and/or resolve escalations.

• Degree/Diploma in Business (preferable) or equivalent
• Minimum 2 years Supervisory experience and leadership skills in service-related industry
• Excellent Customer-facing and interaction skills
• Advanced Software skills (Word, Excel, PowerPoint, etc.)
• Excellent communication verbal and written communication skills
• Negotiation and interpersonal skills
• Strong analytical, organizational skills
• Project management skills an added asset