Customer Service Team Leader

at  DHL

DHL is the global market leader of the international express and logistics industry, specializing in providing innovative and customized solutions from a single source. DHL offers expertise in express, air and ocean freight, overland transport, contract logistic solutions as well as international mail services, combined with worldwide coverage and an in-depth understanding of local markets. DHL’s international network links more than 220 countries and territories worldwide. 285,000 employees are dedicated to providing fast and reliable services that exceed customers’ expectations.
DHL Supply Chain is looking for a

REQUIREMENTS:

• Fluent English knowledge is a must
• Strong people management skills, with 2+ years experience (multinational background is an advantage)
• 4 + years experience in customer service
• We operate 7/24, openness to help colleagues ad hoc outside of working hours
• Excel knowledge is a must
• Very strong customer focus and customer service mindset
• Experience in escalation handling
• PC literacy with a good working knowledge of Microsoft applications
• Strong ability to lead a team
• Definite personality
• Excellent communication skills
• Multitasking skills, goal oriented and team work abilities

In return we provide you with:

• Insight into one of the most complex logistic

solutions

• Dynamic and diverse team
• Work for an industry leading company
• Internal development opportunities
• Extra benefits (discounted fee to Gilda Max

network, fruit days, beneficial holiday possibilities)

• Cafeteria system even during probation period
• We are a dog-friendly workplace
• Come by bicycle, you will have your own locker

and option for a refreshing shower before work

• To provide direction, management and development for the operative staff (customer service clerks and coordinators working in 24/7)
• To ensure the team excels in customer service through swift and precise order processing, comprehensive follow-up, and effective communication
• Attain customer and BCC service level targets (KPIs and SLAs), manage, control and improve both team level and individual contribution
• Manage workload distribution, resource allocation, attendance, and holiday planning in line with the workload, regulations and policies,
• Follow-up team productivity, drive and implement continuous improvement initiatives to augment efficiency and overall performance
• Build robust business relationships with customers and key internal stakeholders, foster transparent two-way communication within the team and cross-functionally
• Keep up with new customer/process requirements, actively engaging in related projects
• Address escalations, conduct thorough root cause analyses, and recommend improvements to mitigate re-occurance (following CAPA approach)
• Conduct regular team and personal meetings to strengthen both personal and work relations as well as team and individual development
• Oversee the team’s skillset and competencies, formulate comprehensive training plans based on individual team members’ needs, providing hands-on coaching.
• Ensure team awareness of work instructions, system/process changes, and facilitate communication.
• Creating a safe and positive team environment and ensuring that the team demonstrates the right mindset and attitude