Client Support Lead

Second Shift Client Support Lead

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

The core responsibilities of this role include:

• Assess and proactively address customer needs to build long-term trust and strengthen client relationships
• Efficiently resolve complex customer complaints by providing timely, appropriate solutions/alternatives, following through to ensure complete satisfaction.
• Build trust and rapport with customers through clear, open, and interactive communication channels.
• Serve as the primary point of contact between customers and internal teams, including Warehouse, Transportation, and Operations.
• Oversee the accurate processing and input of all customer orders, including special shipping requests and order-related paperwork.
• Monitor order statuses and proactively communicate updates to clients. Partner with operations to verify product availability, track shipments, and ensure seamless delivery.
• Run regular reports to audit product availability, identify inventory variances, and execute corrective actions.
• Document, maintain, and update a comprehensive procedures manual for all client support processes to ensure team alignment.
• Actively contribute to and lead initiatives focused on improving safety, quality, and workplace productivity.
• Ensure strict adherence to all food safety and quality guidelines across all daily tasks and workflows.
• Maintain cross-functional knowledge across various tasks to provide seamless coverage and team assistance when needed.
• Utilize strong logical thinking to analyze complex situations, troubleshoot operational issues, and make sound, data-driven decisions.
• Effectively multitask and prioritize high-volume workloads to meet strict deadlines in a fast-paced environment.

Security and Safety

• Adheres to all company security and inventory control procedures.
• Maintains a secure work environment and reports any safety or security concerns to management immediately.
• Upholds all warehouse safety and housekeeping standards to ensure a safe workspace for all team members.

Qualifications

• Education:
  
  High school diploma or GED required; some college is a plus.
• Experience:
  
  1–2 years of customer service experience in a third-party logistics (3PL) environment.

Required Skills

• Excellent verbal and written communication skills in English.
• Ability to interact with customers professionally and courteously.
• Basic computer proficiency, including Microsoft Word and Excel.
• Preferred:
  Experience with inventory management systems and/or fluency in Spanish.

Physical Requirements

• The role requires standing, sitting, and moving intermittently throughout the workday.
• Must be able to perform focused, detail-oriented work.
• Requires effective sensory, motor, and manual dexterity skills to perform job duties.

Be part of the world's largest logistics company! DHL Supply Chain has been certified as a Great Place to Work® in the US and Canada! Our excellent benefits packages include:

• 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.