DHL Supply Chain
About DHL Supply Chain:
DHL Supply Chain is the Americas leader in contract logistics, operating as part of DHL Group—the world’s leading logistics provider. By combining contract logistics capabilities with advanced warehousing, transportation management, and customer service frameworks, DHL Supply Chain enables businesses across various industries to achieve operational excellence and seamless distribution.
Position Purpose:
The Customer Service Supervisor directs daily shift operations and leads frontline customer service support staff at the Monee, Illinois facility. Acting as a vital interface between clients, warehouse operations, and transportation teams, this role ensures contract requirements are met, resolves customer escalations, and drives team productivity through process improvement and effective workload planning.
Key Responsibilities & Operational Expectations:
1. Shift Supervision & Customer Interface:
– Coordinate and supervise daily and weekly shift activities for customer service support staff.
– Act as the primary escalation point for customer inquiries, ensuring prompt resolution of operational issues and contract fulfillment.
– Review customer concerns and service exceptions directly with warehouse and transportation management teams to implement solutions.
– Ensure all operational documentation, customer records, and compliance files strictly adhere to company and client guidelines.
2. Operations & Performance Management:
– Oversee shift workload planning, volume forecasting, and daily task distribution to maintain service level agreements (SLAs).
– Track key operational metrics, evaluate performance variances, perform root-cause analysis, and execute approved corrective action plans.
– Monitor value-added services (VAS) and accurately identify and log accessorial activities for contract billing.
3. Team Leadership & Associate Development:
– Provide a safe, professional, and equitable work environment while directly guiding day-to-day associate activities.
– Mentor and develop support staff to boost productivity, streamline work processes, and promote continuous improvement.
– Administer associate recognition programs in accordance with company, account, and site guidelines.
Qualifications, Required Experience & Core Competencies:
– Academic Credentials:
* Bachelor’s Degree or equivalent professional experience is required.
– Required Experience:
* 1 to 3 years of leadership, supervisory, or management experience required.
* 1 to 2 years of experience within the logistics or supply chain industry preferred.
* Solid background in customer service operations required.
– Core Skills & Attributes:
* Strong problem-solving, root-cause analysis, and decision-making skills.
* Excellent verbal and written communication abilities for client and cross-functional interaction.
* Proficiency in customer service platforms, MS Office, and warehouse management software (WMS).
* Highly organized with strong time-management skills in a fast-paced environment.
Compensation & Benefits Package:
– National Salary Range: $60,000 – $80,000 annually (commensurate with experience).
– Comprehensive healthcare benefits, including medical, prescription, dental, and vision coverage.
– 401(k) retirement savings plan with company match.
– Discounted Employee Stock Purchase Plan (ESPP).
– Generous Paid Time Off (PTO) policy and paid company holidays.
– Continuous training, leadership development programs, and global career growth opportunities within DHL Group.
To apply for this job please visit careers.dhl.com.