Client Support Lead

About the role

Join DHL Supply Chain and play a part in one of the world’s most essential industries. As the 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.

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, TMS, and multi-client warehouse and supply chain operations.
• Experience with inventory management systems.
• Fluency in Spanish.

Physical Requirements

• Standing, sitting, and moving intermittently throughout the workday.
• Ability to perform focused, detail-oriented work.
• Effective sensory, motor, and manual dexterity skills to perform job duties.

Schedule

8:00 AM – 4:30 PM, Monday–Friday; holidays and weekends as needed.

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.