Supervisor, Query Handling BacklineDHL Express (USA), Inc.
Job Summary
What makes DHL great? Our People! We know each employee’s individual contributions make us the #1 Delivery and Logistics Company in the world.
Distinguished as No. 1 World’s Best Workplace™ by Great Place to Work and Fortune Magazine
DHL 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.
Start YOUR career with DHL today…
We are seeking an experienced Supervisor, Query Handling Backline to lead complex dispute operations. This role oversees high-impact dispute categories, manages escalations within tight SLAs, and ensures accurate, timely execution of dispute processes to support collections activities. The Supervisor will lead and develop a team of employees, driving performance through coaching, feedback, and engagement.
Responsible for monitoring key metrics, optimizing processes, and implementing continuous improvement initiatives, this role partners closely with different departments across DHL (Sales, Collections, Billing, etc.). The incumbent will use data and financial analysis using their intermediate Excel skills. The ideal candidate is a hands-on people leader with strong analytical abilities, operational discipline, and a passion for delivering results in a fast-paced environment.
Key Responsibilities:
- Maintain and execute query handling strategies in line with set standards and policies
- Actively manage cross functional dependencies
- Review daily progression of query handling tasks to meet the KPI’s
- Act as a subject matter expert, propose, implement, and maintain continuous improvement
- Act as a point of escalation to business partners and end customers
- Recruit, build, manage, and develop a team of motivated staff members to maximize performance and ensure delivery of the agreed objectives
- Ensure proper staffing of daily activities and projects to include right level of resources based on skills, experience, and formal training/education to manage change processes
- Motivation of and role model for all direct and indirect staff
- Efficient leadership, people management and guidance of staff, respecting cultural environment and history
Skills & Qualifications:
- 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 controls
- Generally, understands basic supervisory approaches for work direction, motivation, and disciplinary action
- Typically requires a BS/BA and 5+ years of relevant experience, or equivalent combination of education and experience
- Intermediate Excel skills highly preferred to include pivot tables, integrating data from different reports, using fórmulas, and running existing Macros
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: https://www.eeoc.gov/employers/eeo-law-poster
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.