Job Description
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: The first line of communication for clients, handling inquiries, questions, and requests through various channels like phone, email, and chat.
Position: First Shift Client Support Lead
Shift: 8:00am - 4:30 pm, Monday-Friday; holidays and weekends as needed
Additional Incentives: There are no further incentives available beyond what has been outlined.
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In addition to the general job description below, the ideal candidate will also possess the following skills and/or experience: Microsoft office, WMS, TMS, multiclient warehouse and supply chain experience.
- 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: 2-3 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.
