Customer Contact Supervisor (PGA: Tuesday - Saturday, 8:00 a.m. - 4:30 p.m.)

About DHL

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. Distinguished as No. 1 World’s Best Workplace™ by Great Place to Work and Fortune Magazine DHL Express is committed to maintaining an environment that empowers every team member to make the greatest possible impact on our business. Our culture is about personal commitment – to our business, to each other and to our global communities. DHL is dedicated to being a great place to work. In addition to competitive compensation packages, our employees enjoy a range of programs, services and benefits that bring the best to their personal lives.

About the role

DHL Express is seeking a Customer Contact Supervisor to join the team. The Customer Contact Supervisor leads customer-facing clearance support teams responsible for gathering missing information, or sharing customer-requested entry documents, enabling successful shipment processing. This role serves as a critical link between customers and the formal Customs Entries teams, ensuring accurate information flow, timely issue resolution, and minimized shipment delays. As the frontline representative of DHL for clearance-related customer interactions, the supervisor directly influences customer satisfaction, service recovery, and overall gateway performance.

Responsibilities

• Lead and manage customer contact/document control team, providing daily supervision, coaching, and performance management.
• Serve as an escalation point for complex customer interactions related to shipment delays or customs issues.
• Ensure appropriate staffing, scheduling, and timekeeping to meet fluctuating customer contact and workload demands.
• Monitor and manage employee performance, including daily productivity tracking (APH), mid-year and annual performance reviews, and ongoing feedback.
• Manually calculate and track relevant metrics and maintain reporting availability for management via SharePoint.
• Collaborate closely with Express teams and other Gateway contact teams to ensure correct queue placement, proper case routing, and accurate information flow.
• Provide feedback and corrective guidance to upstream teams when cases are incorrectly routed or processed, helping reduce rework and shipment delays.
• Oversee customer escalation handling to prevent shipment Return to Origin and protect customer relationships.
• Support continuous improvement efforts & prioritize resources for key opportunities or gaps amid evolving volumes, customer profiles, and clearance complexity.
• Manage Employee Opinion Survey (EOS) participation and engagement for assigned teams.
• Point of contact in customer-facing calls supporting Customer Operations Group and Account Representatives when requested.

Qualifications

• High school diploma or equivalent required.
• Associate’s or Bachelor’s degree in Logistics, Supply Chain, Business, or related field (preferred).
• 2+ years of customs entry-writing or brokerage or customer service experience required. Or equivalent on-the-job previous experience.
• Prior supervisory experience strongly preferred or equivalent on-the-job leadership experience may be considered.
• Previous experience in customs clearance or express operations strongly preferred.
• Licensed Customs Broker (CBL) beneficial but not required.
• Understanding of customs documentation requirements and clearance workflows.
• Ability to interpret clearance documentation and support agents without formal entry training.
• Strong analytical capability to review team and Gateway reporting, identify process gaps or risks, and drive resource allocation decisions aligned with business priorities.
• Strong leadership and people management capabilities.
• Excellent customer service and escalation management skills.
• Patience, emotional intelligence, and resilience under pressure.
• Organization and attention to detail in a high-volume environment.
• Conflict resolution and interpersonal communication skills.
• Ability to balance operational priorities with employee development.

Benefits

• Bonus/Incentive Programs
• Retirement Savings – 401K with company match
• Medical, Dental, Vision, well-being programs
• Tuition Reimbursement
• Generous Paid Time Off
• Paid Leave
• Employee Discount Program
• Employee Assistance & Work Life Program
• Outstanding training opportunities

Additional requirements

This position requires access to secured airport areas. Selected candidates must be able to obtain and maintain a Security Identification Display Area (SIDA) badge, which includes passing a criminal history records check, fingerprinting, and meeting all federal, state, and local regulatory requirements. Candidates must be able to provide all documentation necessary to support the badging process.