Supervisor ,Query Handling Frontline - Military veterans preferred

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 corporate 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.

 Start YOUR career with DHL today!

 We have an immediate career opportunity for a qualified L2 QHFL Supervisor. This important role will develop and direct overall billing related activities for DHL's Customers, including implementing policies for the resolution of customer account inquiries.  Provides a variety of customer service support duties to customers and ensures timely and accurate information is provided to customers in a professional manner.  The successful candidate will provide management and support in the call center to ensure efficient and timely resolutions of customer billing issues.

Tasks & Accountabilities:

• Interviews, hires and provides coaching and development to customer service representatives
• By example and through continuous coaching instills a sense of urgency when resolving customer billing issues
• Manages customer service representatives on the phone to ensure smooth and effective delivery of service
• Develops and monitors the application of customer service policies and procedures
• Develops, implements, and improves processes through identification of operational and technological changes that are having an impact on customer billing accuracy
• Administers, coordinates, and directs customer service department’s operation and policies
• Assists customer service representatives with complex billing issues
• Handles escalated and unresolved calls inquiries
• Ensures service levels are met by coordinating and adjusting work flows in an efficient and timely manner
• Monitors and evaluates the quality of telephone calls
• Evaluates processes to ensure relevancy and efficiency
• Manages special projects designed to enhance service
• Partners with other leaders, internally and externally to the Job Family to communicate business observations, customer feedback, etc
• Assigns work, sets completion dates, reviews work, and manages performance in accordance with organizational policies, procedures, and performance management processes
• Provides data and observations used to set individual and team targets    

Qualifications - 

Skills & Qualifications:

• Bachelor’s Degree Preferred
• 2+ years Call Center supervisory experience preferred
• Understands basic supervisory approaches for workflow management, motivation, and disciplinary action
• Complete understanding and wide application of principles, theories, and concepts in function or business area
• Thorough understanding of billing and collections related activities
• Understanding of Shipping Industry preferred
• 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

 Employee Benefits & Incentives

DHL Express benefits and incentive offerings are designed to reflect a substantial experience for both employees and their dependents during their career and life journey. The specifics will vary, but wherever you join and in whatever role, you'll find our benefits and rewards are among the best in the industry. They include:

• 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

DHL is an equal opportunity employer.  We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.  The EEO is the Law poster is available here: 

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.