Client Support Lead

About the role

Join DHL Supply Chain and play a part in one of the world’s most essential industries. As a First Shift Client Support Lead, you will serve as the first line of communication for clients, handling inquiries, questions, and requests through phone, email, and chat. This role operates on a schedule of 8:00 am – 4:30 pm, Monday-Friday, with availability for holidays and weekends as needed.

Responsibilities

• Assess and proactively address customer needs to build long-term trust and strengthen client relationships.
• Efficiently resolve complex customer complaints by providing timely, appropriate solutions/alternatives and following through to ensure complete satisfaction.
• Build trust and rapport with customers through clear, open, and interactive communication channels.
• Serve as the primary point of contact between customers and internal teams, including Warehouse, Transportation, and Operations.
• Oversee the accurate processing and input of all customer orders, including special shipping requests and order-related paperwork.
• Monitor order statuses and proactively communicate updates to clients.
• Partner with operations to verify product availability, track shipments, and ensure seamless delivery.
• Run regular reports to audit product availability, identify inventory variances, and execute corrective actions.
• Document, maintain, and update a comprehensive procedures manual for all client support processes to ensure team alignment.
• Actively contribute to and lead initiatives focused on improving safety, quality, and workplace productivity.
• Ensure strict adherence to all food safety and quality guidelines across all daily tasks and workflows.
• Maintain cross-functional knowledge across various tasks to provide seamless coverage and team assistance when needed.
• Utilize strong logical thinking to analyze complex situations, troubleshoot operational issues, and make sound, data-driven decisions.
• Effectively multitask and prioritize high-volume workloads to meet strict deadlines in a fast-paced environment.
• Adhere to all company security and inventory control procedures.
• Maintain a secure work environment and report any safety or security concerns to management immediately.
• Uphold all warehouse safety and housekeeping standards to ensure a safe workspace for all team members.

Requirements

• High school diploma or GED required; some college is a plus.
• 2-3 years of customer service experience in a third-party logistics (3PL) environment.
• Excellent verbal and written communication skills in English.
• Ability to interact with customers professionally and courteously.
• Basic computer proficiency, including Microsoft Word and Excel.

Preferred Skills

• Experience with Microsoft Office, WMS (Warehouse Management Systems), TMS (Transportation Management Systems), and multi-client warehouse and supply chain operations.
• Experience with inventory management systems.
• Fluency in Spanish.

Physical Requirements

• The role requires standing, sitting, and moving intermittently throughout the workday.
• Must be able to perform focused, detail-oriented work.
• Requires effective sensory, motor, and manual dexterity skills to perform job duties.

Benefits

• Affordable medical, dental, and vision coverage available beginning on your 30th day.
• PTO program for all associates, including paid holidays and vacation.
• 401(k) with generous company match.
• Tuition reimbursement program.
• Excellent training and career advancement opportunities.