Imports Supervisor (L2)

About the role

The Imports Supervisor is responsible for developing and directing overall order and service related activities for DHL's customer service function. This role also is responsible for developing and implementing policies for the resolution of customer account inquiries. Provides a variety of customer service support duties to customers. Ensures timely and accurate information is provided to customers in a professional manner. Responds to inquiries or issues through phone, mail, email, fax, website, and/or face-to-face contact with customers. Provides operational management and support at call center locations to ensure efficient and timely resolutions of customer service issues. Analyzes and makes recommendations based on call volume and tracing trends and other factors for forecasting future customer service needs including staffing and call capacity.

Key responsibilities

• Develops and monitors the application of customer service policies and procedures
• Develops, implements, and improves processes through identification of operational, sales, and technological changes that are having an impact on customer satisfaction and call center efficiency
• Ensures KPIs are met by coordinating and adjusting call volumes or staffing in a timely manner
• Monitors and evaluates the quality of inbound and outbound telephone calls and traces
• Coordinates department budget to ensure cost effective operations. Manages special projects designed to enhance service
• Partners with other managers, internally and externally to the Job Family to communicate business observations, customer feedback, etc.
• Liaises closely with Field Operations and Gateways areas in service recovery situations and/or to resolve and prevent recurrence of problems encountered by customers
• Identifies and documents opportunities for process improvement, assumes ownership for securing approval and implementation
• Continually inspects COE-related elements to ensure compliance
• Supervises and ensures staff discipline
• Conducts staff performance appraisal

Qualifications & skills

• 4 years in related field (or equivalent)
• 2 years' experience in leading customer service teams in a Customer Service environment, preferred (with a strong background in coaching, counseling and motivating)
• Complete understanding and wide application of principles, theories, and concepts in function or business area. An advanced understanding of specific aspects of work supervised and practical application to problems and situations ordinarily encountered
• Knows and effectively uses fundamental concepts, practices, and procedures relative to quality and productivity improvements, training, budgeting and cost control, and progressive techniques in area of specialization
• Facilitation and training skills (excellent)
• Software skills (Customer Service systems, e.g. ACD, Quality Monitoring Systems, etc.) (Excellent)
• Excel (Advanced), MS Office (Excellent)
• Software skills (DHL Systems) (preferable)
• IT skills relating to PCs & peripheral devices i.e. printers, monitors, etc. (basic troubleshooting)
• Negotiation and interpersonal skills (excellent)
• Leadership skills (excellent)
• Analytical, organizational and motivational skills (excellent)
• People Management skills (excellent)

Benefits & incentives

• Competitive Pay
• Bonus/Incentive Programs
• Retirement Savings – 401K with company match
• Medical, Dental, Vision, well-being programs
• Tuition Reimbursement
• Generous Paid Time Off – Starting at 4 Weeks (PT/FT)
• Paid Leave
• Employee Discount Program
• Employee Assistance & Work Life Program
• Outstanding training opportunities