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:

• 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

 

Position: Group Coordinator Lead – Customer Service Rep

Shift:  Mon-Friday 8am -5pm (may include Holidays)

Pay: $20.75

 

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

• 1-2 years of CSR Lead related experience
• Ability to read, understand, and follow directions/instructions
• Ability to effectively communicate with associates and customers
• Very well versed in word processing and spreadsheet applications
• May require duties involving sitting, stooping or bending for up to eight hours

 

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 a