Customer Service Supervisor

at  DHL Express

KEY ACCOUNTABILITIES :

• According to the available resources, daily monitors the team planning and defines the work priorities in order to achieve the set targets (working time schedule, holidays / sicknesses….).
• Ensures the good onboarding, training, regular coaching / 1-2-1 and evaluation of the team according to the business guidance
• Monitors the team productivity / performance and ensures the optimal use of the C.S. tools to ensure business efficiency
• When opportune, checks files and/or calls handled by the C.S. team and supports them in the resolution of difficult ones
• Facilitates the team Performance Dialogues, meetings and trainings
• In case of emergency, may answer to incoming calls or emails.
• Works in tight cooperation with the C.S. Business Officer and performs his/her back-up when needed.

Working conditions :

• Permanent contract, as soon as possible ; full time (8 hours/day, 40 hours/week)
• Flexible working hours; smart working allowed according to the set rules
• Other benefits linked to the relevant R.C.S. grade (K).
• Bachelor or equivalent
• At least a first proven experience in a a similar role
• Sound knowledge of the transport industry (DHL group: advantage)
• Insanely Customer Centric
• Business and commercial acumen
• People management, communication and listening skills
• Fluent in French and English (spoken + written); German = advantage.
• Excellent organizational and stress management skills, with an ability in multitasking and working under pressure
• Strong team spirit and motivational mindset
• Independent
• Positive and entrepreneurial attitude.
• Good MS Office computer soft skills

Posting Legal Entity DHL Express (Luxembourg) S.A.

Please refer the Job description for details