Customer Success Specialist

Job Brief

The Customer Success Specialist serves as the voice of the customer and an expert on the end-to-end package journey, ensuring customer shipments move seamlessly through the DHL eCommerce network and are successfully transferred to final-mile delivery.

At DHL, our people are our greatest asset! Everyone's contribution drives us to be the world's #1 logistics company.

Certified as a Great Place to Work, we're dedicated to fostering a positive, collaborative, and supportive environment for all. Our commitment and engagement with Our People ensure we continuously build a workplace we're all proud of. Plus, with competitive compensation and exceptional perks, we make sure your personal life shines just as brightly as your career.

THIS POSITION BASED IN THE ORLANDO, FL AREA. HOURS 2PM-11PM

JOB SUMMARY:
The Customer Success Specialist serves as the voice of the customer and an expert on the end-to-end package journey, ensuring customer shipments move seamlessly through the DHL eCommerce network and are successfully transferred to final-mile delivery partners. Combining customer advocacy, operational expertise, data analysis, and problem-solving, this position owns package hold resolution, un-processable and damaged package management, customer supply fulfillment, and new customer launch monitoring.


ESSENTIAL DUTIES & RESPONSIBILITIES:

• Independently evaluate operational, customer, and service risks and determine appropriate corrective actions, escalation strategies, and customer recovery solutions with significant impact on customer experience, service performance, and business outcomes.
• Serve as a trusted advisor to Operations and Customer Success leadership by analyzing operational trends, recommending process improvements, and influencing business decisions affecting customer performance and network efficiency.
• Serve as the subject matter expert for the end-to-end package journey, from package receipt through final-mile carrier acceptance.
• Monitor package movement throughout the network, identify risks and bottlenecks, and drive solutions that prevent customer-impacting service failures.
• Own the resolution of shipment holds, package exceptions, un-processable shipments, damaged packages, and other customer-impacting operational issues.
• Conduct root cause analysis and partner cross-functionally to implement corrective actions and reduce recurring issues.
• Lead post-launch performance reviews for new customers, evaluate operational readiness and onboarding effectiveness, and recommend changes to onboarding processes, operating procedures, and customer implementation plans.
• Own supply management strategy for assigned customer portfolios, including demand trend analysis, inventory recommendations, and process improvements to optimize fulfillment performance and reduce operational risk.
• Support the resolution of un-processable Dangerous Goods (DG) shipments and other specialized operational exceptions.
• Leverage reporting, analytics, and operational observations to identify trends, improve package flow, and enhance customer experience.
• Ensure compliance with established policies, procedures, quality standards, and operational requirements through audits and process reviews.
• Lead cross-functional process improvement initiatives, evaluate operational effectiveness, develop recommendations, and influence implementation of changes that improve customer experience, operational efficiency, and business results.
  Interpret and apply company policies, customer agreements, and operational procedures to unique business situations and recommend exceptions or alternative solutions when appropriate.
• Identify emerging customer and operational issues that may materially affect service, cost, compliance, or customer retention and develop corrective action plans.

KEY SUCCESS METRICS:

• Reduction in package hold volume and aging.
• Improved resolution speed for un-processable and damaged packages.
• Successful onboarding performance for new customers.
• Increased customer satisfaction and proactive issue prevention.
• Identification and implementation of process improvements that enhance package movement and delivery performance.

EDUCATION AND/OR EXPERIENCE:

• Bachelor's degree required or equivalent experience.
• 5 years of experience in logistics, customer success, transportation, supply chain, operations, or business process management involving independent decision-making and analysis.
• Experience working cross-functionally to resolve operational issues and improve customer outcomes; parcel, e-commerce, transportation, or distribution center experience preferred.

REQUIREMENTS/SKILLS:

• Strong knowledge of package processing workflows and the end-to-end package journey.
• Proficiency with Microsoft Office, Salesforce, Vantage, Webtrack, Ops Portal, Power BI, and related business systems.
• Strong analytical, problem-solving, and critical-thinking skills with the ability to identify root causes and implement solutions.
• Excellent organizational, communication, and stakeholder management skills.
• Ability to identify operational risks, trends, and process improvement opportunities.
• Customer-focused, collaborative, adaptable, and solution-oriented mindset.
• Strong customer advocacy mindset, collaboration skills, and the ability to influence stakeholders across multiple functions and organizational levels.
• Positive, adaptable, and solution-oriented approach to challenges and change.

PHYSICAL DEMANDS:

• Physical demands are consistent with a professional office setting and distribution center environment.
• Regular sitting at a workstation for 25-50% of the work shift.
• Frequent standing and walking throughout operational facilities.
• Ability to walk, bend, push, reach, and lift up to 50 pounds (additional weight may require assistance).
• Ability to sit or stand for extended periods.
• Ability to review detailed shipment records, reports, and operational documentation.
• Noise levels in distribution centers may vary but do not typically require hearing protection.
• Temperature conditions in operational facilities may range from cool to warm depending on season and location.

As a leading logistics company in one of the fastest growing industries, at DHL eCommerce, we offer our employees, and their dependents benefits and incentives to make them successful at work and home.

• Competitive Pay
• Bonus Programs
• Retirement Savings - 401k with company match
• Medical, Dental, Vision, Well-being programs
• FSA/HSA 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

Annual Salary:$69,525-$92,700

This compensation range is provided as a reasonable estimate of the 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.

We are committed to equal opportunity and reject any forms of discrimination. The basis for employee selection at DHL Group is qualification, performance, skills and experience.

Equal Opportunity Employer - Veterans/Disability