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Lead Customer Service Representative – DHL

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SUMMARY:

Interact with customers and other DHLeCS team members to provide information and advisement in response to inquiries, services and customer problems/issues and customer escalations. Provide support to Tier 2 Customer Service Representatives (CSR’). Works closely with CSR Supervisor to deliver outstanding customer support and improve CSR skill sets.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Resolve customer related inquiries and issues including, but not limited to, duties and taxes, tracking, account maintenance, customs and data holds.
  • Provide various types of reports on both an ad-hoc and scheduled basis in support of Contact Center performance.
  • Maintain and update client information in DHLeCS systems as needed.
  • Act as a liaison between Company and clients regarding data holds and mail processing instructions.  
  • Communicate and act as a liaison between the Customer Service Department and internal/external customers to provide support where needed including troubleshooting, research, and issue resolution. 
  • Responsible for achieving high service levels through effective client communication, implementation, and follow-up.
  • Promote a team environment.
  • Mentor and provide task resolution support to Consumer Service team members.
  • Review customer and internal processes and make recommendations for maximizing efficiencies.
  • Perform other related duties as required and assigned.

REQUIRED SKILLS:

  • Knowledge of DHLeC business fundamentals and business unit relationships.
  • Proficient in MS Office (Word, Excel, Outlook), Web Portal, Webtrack, Ops Portal, Emailtopia and Salesforce.com.
  • Excellent organizational skills.
  • Excellent verbal and written communication skills.
  • Team-oriented.
  • Possess tolerance to dynamic changes in the workplace.
  • Outgoing, positive attitude.

EDUCATION:

  • High School Diploma or equivalent.
  • 4-6 years related work experience.

    PHYSICAL DEMANDS:

  • Physical demands are consistent with a professional office setting.
  • Regular sitting at work station for 25 – 75% of the work shift.
  • Frequent standing and walking.

As a Top Employer and leading logistics company, at DHL eCommerce Solutions, we are
committed to helping you build a career you’ll love with benefits and incentives that support your
personal and professional well being:

  • Competitive Pay
  • Bonus Programs
  • Retirement Savings
  • 401K with company match
  • Medical, Dental, Vision, wellbeing programs
  • FSA/HAS availability
  • Tuition Reimbursement
  • Paid Time Off including vacation and sick time
  • Company Paid Holidays and Floating Holidays
  • Paid Parental Leave
  • Employee Discount Program
  • Employee Assistance & Work Life Program
  • Short Term and Long
  • Term Disability
  • Life Insurance

Hourly Rate of $22.36 to $35.77. This compensation range is provided as a reasonable estimate of the current
starting salary range for this role. Factors that may be used to determine your actual salary may include but are not limited
to your specific skills, your work location, how many years of experience you have, and comparison to other employees
already in this role.

Equal Opportunity Employer – Veterans/Disability