Lead Customer Service Representative

Job Brief

Interact with customers and other DHLeCS team members to provide information and advisement in response to inquiries, services and customer problems/issues and customer escalations. Provide support to Tier 2 Customer Service Representatives (CSR’). Works

SUMMARY:
Interact with customers and other DHLeCS team members to provide information and advisement in response to inquiries, services and customer problems/issues and customer escalations. Provide support to Tier 2 Customer Service Representatives (CSR’). Works closely with CSR Supervisor to deliver outstanding customer support and improve CSR skill sets.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Perform other related duties as required and assigned.
• Promote a team environment.
• Communicate and act as a liaison between the Customer Service Department and internal/external customers to provide support where needed including troubleshooting, research, and issue resolution.
• Act as a liaison between Company and clients regarding data holds and mail processing instructions.
• Mentor and provide task resolution support to Consumer Service team members.
• Resolve customer related inquiries and issues including, but not limited to, duties and taxes, tracking, account maintenance, customs and data holds.
• Responsible for achieving high service levels through effective client communication, implementation, and follow-up.
• Review customer and internal processes and make recommendations for maximizing efficiencies.
• Maintain and update client information in DHLeCS systems as needed.
• Provide various types of reports on both an ad-hoc and scheduled basis in support of Contact Center performance.

REQUIRED SKILLS:

• Possess tolerance to dynamic changes in the workplace.
• Excellent verbal and written communication skills.
• Knowledge of DHLeC business fundamentals and business unit relationships.
• Team-oriented.
• Outgoing, positive attitude.
• Excellent organizational skills.
• Proficient in MS Office (Word, Excel, Outlook), Web Portal, Webtrack, Ops Portal, Emailtopia and Salesforce.com.

EDUCATION:

• Regular sitting at work station for 25 – 75% of the work shift.
• 4-6 years related work experience. PHYSICAL DEMANDS:
• Frequent standing and walking.
• High School Diploma or equivalent.
• Physical demands are consistent with a professional office setting.

As a Top Employer and leading logistics company, at DHL eCommerce Solutions, we are
committed to helping you build a career you’ll love with benefits and incentives that support your
personal and professional well being:

• Tuition Reimbursement
• Employee Assistance & Work Life Program
• Employee Discount Program
• Competitive Pay
• Company Paid Holidays and Floating Holidays
• Life Insurance
• Paid Time Off including vacation and sick time
• 401K with company match
• Paid Parental Leave
• FSA/HAS availability
• Term Disability
• Retirement Savings
• Bonus Programs
• Medical, Dental, Vision, wellbeing programs
• Short Term and Long

Hourly Rate of $22.36 to $35.77. This compensation range is provided as a reasonable estimate of the current
starting 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.

Equal Opportunity Employer – Veterans/Disability