DHL eCommerce Hiring for Customer Service Supervisor – Holds & Ops Support Job at Weston, FL Full Time

Equal Opportunity Employer/Disability/VET

Location: Remote Office

SUMMARY:

Responsible for managing activities of the Customer Service Holds team by setting goals for performance and deadlines in ways that comply with the department’s strategy. Organizing workflow and ensuring that employees understand their duties or delegated tasks. Monitoring employee productivity and providing constructive feedback and coaching. Improve the customer experience through timely and accurate resolution of our shipment exceptions through Standard Operating Procedure (SOP) compliance, training consistency and process improvements. Provide on-site support to Operations for shipment holds, damaged packages and shipment returns.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Implement and coordinate customer service policies and procedures as outlined by customer service management.
• Direct the activities of the Customer Service Holds team to ensure proper and expeditious resolution of all customer holds.
• Evaluate and develop the performance of customer service employees on a continual basis. Maintain accurate activity records and provide reports pertaining to team performance.
• Manage the departmental workflow to ensure consistency, quality, and a high level of customer satisfaction.
• Work cross-functionally to streamline the holds process for quick resolution.
• Identify root causes and deploy improvements to correct underlying issues and reduce overall holds.
• Address and resolve all escalated customer and operational issues.
• Ensure department consistency and adherence to established policies and procedures, customer service quality standards, and interpretation of new and changing policies.
• If needed, travel to distribution centers to address escalations/ issues using continuous improvement methodology.
• Provide training and direction to distribution center employees on holds, damages and returns.
• Ensure compliance of Customer Holds SOPs in all distribution centers.
• Foster an environment of cooperation between Customer Service and Operations to ensure shipments are processed timely and accurately.
• Work with CRM/CS team to address customer issues.
• Identify opportunities for Customer Improvement Plans (CIP).
• Serve as after-hours contact for customer exceptions requiring immediate attention.
• Perform other related duties as assigned by Customer Service Leadership.

REQUIRED SKILLS:

• Working knowledge of DHLeCS business fundamentals and business unit relationships.
• Strong knowledge of DHLeCS Operations, SOPs for holds, damages, returns and customer engagement.
• Proficient in MS Office (Word, Excel, Outlook, PowerPoint), Emailtopia and Salesforce.com.
• Robust work experience and knowledge concerning each customer service function.
• Excellent project management and organizational skills.
• Excellent verbal and written communication skills.
• Ability to set goals and clearly articulate to team.
• Accepting of dynamic changes in the workplace.
• Team oriented
• Potential travel up to 25%

EDUCATION / EXPERIENCE:

• Bachelor’s degree or related experience.
• 2-4 yrs equivalent work experience.
• Supervisory experience preferred.

PHYSICAL DEMANDS:

• Physical demands are consistent with a professional office setting
• Regular sitting at workstation for 25 – 75% of the work shift (Remote)

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