Group Coordinator Lead Customer Service Rep

DHL Supply Chain is Hiring! At DHL you will play a part in one of the worlds most essential industries. There has never been a better time to join DHL Supply a global business like ours the opportunities are endless. So join us. Work with us. Grow with us.

The Customer Service Representative (CSR) serves as the primary point of contact between DHL Supply Chain customers and internal operations teams. This role is responsible for ensuring customer requirements are met through effective communication order management issue resolution inventory accuracy and coordination of daily shipping and receiving activities. The CSR plays a critical role in maintaining customer satisfaction and supporting operational excellence. This role will be heavly focused on Export shipping.

Position: Group Coordinator Lead- Customer Service Representative

Shift: 1st shift

Hours: 8am-4pm

Days: Monday-Friday

Pay: $19.45

Required Qualifications: Minimum 6 months of CSR warehouse experience.

Preferred Qualifications: Basic computer knowledge Word Excel Warehouse Management Systems experience

Be part of the worlds 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 customers 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 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 KPIs as agreed upon to evaluate the effectiveness of both the operation and department.
• Oversee all paperwork associated with orders and maintain the corresponding files.
• Maintain a current procedure book for the customer service jobs and functions.
• Effectively correspond with customers as required.
• Prepare reports as required for task analysis as required.

Required Education and Experience :

• 1-2 years related experience
• High School Diploma or Equivalent preferred

Our Organization is an equal opportunity employer.

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Required Experience:

IC