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Operations Supervisor

Company: DHL Global Forwarding
Location: Sterling
Posted on: April 14, 2019

Job Description:

76362 What makes DHL great? Our people! We know each employee's individual contributions make us the #1 Delivery and Logistics Company in the world. DHL Global Forwarding is committed to maintaining an environment that empowers every team member to make the greatest possible impact on our business. Our corporate culture is about personal commitment - to our business, to each other and to our communities. DHL is dedicated to being a great place to work. In addition to competitive compensation packages, our employees enjoy a range of programs, services and benefits that bring the best to their personal lives. DHL Same Day is an international expedited transportation company which is part of DHL Global Forwarding. We are looking for a hands-on supervisor to assist with leading our fast-paced operations call center in Sterling, Virginia. Flexibility with scheduling is required as DHL Same Day is a 24/7/365 organization. Role Purpose: Manages and drives performance of the Operations Specialist team Drives achievement of Operations team KPIs Acts as coach for Operations Specialists Identifies training needs and opportunities to develop a highly skilled Operations team Acts as escalation point for parties within the team Provides solid leadership for staff and handle escalations and problem jobs as needed. Help prioritize workloads and ensure appropriate staffing for all shifts Accountabilities: Leads, motivates and supervises a team of Operation Specialists Drives performance improvement of Operations Specialists to achieve KPIs Participates in reviews with Operations Manager and other Operations Team Leaders to identify areas of improvement, reviewing KPIs and enhancing overall service quality Prioritizes and delegates work tasks among the team members Ensures that all customer enquiries are responded promptly and professionally Collaborates with other functions to ensure smooth customer-related process flow Takes an active role in the development and coaching of Customer Relation Specialists and identifies training needs Serves as escalation point for customers, Operations, overseas offices and other parties Escalates issues if required to Operations Manager and/or SMT Provide exceptional leadership to team and inspire group to provide and exceptional customer experience Assists with emails, calls and processing orders as needed Skills & Qualifications: Proven track record in an Operations Specialist or other customer facing role, with excellent customer interacting skills Deep knowledge of Same Day business, other DGF products (AFR/OFR) and business systems; or other freight forwarding experience highly preferred Proven track record managing multiple priorities and expectations within a fast paced operations environment Should possess diverse technology skills to include MS Word and Excel Must be process driven and oriented toward achieving positive/successful outcomes Deep knowledge of CS processes and systems Ability to take ownership and steer Operations Team Ability to identify and meet customer needs in a pleasant and friendly manner Excellent communication, motivation and interpersonal skills Self-directed working style Excellent telephone and E-mail skills Commercial attitude Good knowledge of English (verbal/written) Bachelor's degree preferred We offer our valued employees a good starting salary along with a full benefits package that includes medical, dental and vision insurance as well as 401(k) with company match, life insurance and tuition assistance for full time employees. DHL is an equal opportunity employer. We evaluate qualified applicants without regard to race, sex, color, religion, sex, national origin, disability, veteran status and other protected characteristics. Please note a resume is required to apply for all DHL positions. If you do not have one readily available, please visit http://dhl-resumebuilder.com/ to create the necessary documentation. This program will work on both Windows and Mac operating systems.

Keywords: DHL Global Forwarding, Sterling , Operations Supervisor, Professions , Sterling, Virginia

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