Group Coordinator Lead - Customer Service Rep

DHL Supply Chain is Hiring! At DHL, you will play a part in one of the world’s most essential industries. There has never been a better time to join DHL Supply Chain. In a global business like ours, the opportunities are endless. So, join us. Work with us. Grow with us.

The core responsibilities of this role include:  Effective communication with carriers regarding status of scheduling and shipment progress. Accurate and efficient scheduling of Inbound and Outbound Shipments, Handling and processing of Sample order requests.

Position: 1^st Shift CSR Lead
Shift: 7:00am - 3:30pm Monday - Friday
Pay: $21.75 per hour
Additional Incentives: 

- This role is eligible for a monthly KPI incentive bonus.

In addition to the general job description below, the ideal candidate will also possess the following skills and/or experience: 

- Excellent Email communication
- Proficient in Microsoft Office
- Detail-oriented 

Be part of the world’s largest logistics company!  DHL Supply Chain has been certified as a Great Place to Work® in the US and Canada! Our excellent benefits packages includes:

- 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

Grow your skills. Shape your world.

Role Purpose:

Responds to inquiries, processes orders, handles complaints, and processes returns in a prompt, courteous, and effective manner

Phone duties, freight claim reporting, and other clerical duties directed by Supv

Key Accountabilities:

• Track and trace shipments and provide data to internal and external parties as appropriate.
• Maintain customer records, including claims and returns, by updating account information.
• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve problems; expediting correction or adjustment; following up to ensure resolution.
• Coordinate special customer requests with the transportation and operations departments, expediting orders as necessary.
• Coordinate customer profile information with carriers to ensure incident free delivery.
• Effectively interface with service providers in identifying, and resolving issues and concerns.
• Prepare product or service reports by collecting and analyzing customer information, follow up with other departments to ensure service standards are met.
• Responsible for the effective training of new customer service associates.
• Maintain a good working relationship with customer(s) by responding to all inquiries and complaints concerning shipments, inventory count requests, etc., in a courteous and efficient manner.
• Report customer feedback to management, including any signs of dissatisfaction.
• Act as a liaison between operations and the customer, in administration of accounts and between the office and customer regarding credit charges.
• Responsible for the reporting of KPI’s as agreed upon to evaluate the effectiveness of both the operation and department.
• Oversee all paperwork associated with orders and maintain the corresponding files.
• Maintain a current procedure book for the customer service jobs and functions.
• Effectively correspond with customers as required.
• Prepare reports as required for task analysis as required.

Required Education and Experience:

• 1-2 years related experience
• High School Diploma or Equivalent, preferred

Our Organization is an equal opportunity employer.

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