DHL Same Day is a 24x7x365 expedited transportation company which is part of DHL Global Forwarding. Our corporate office is located in Sterling, VA. We are looking for motivated and passionate individuals to become the 21st Century Leaders whom will shape the future of our Same Day Operations team.
Overall Role Purpose:
Manage and drive performance of the Operations Specialist team
Drive achievement of Operations team KPIs
Coach, counsel and provide direction to the Operations Specialists team.
Identify training needs and opportunities to develop a highly skilled Operations team
Act as escalation point for parties within the team
Provide solid leadership for staff and handle escalations and problem jobs as needed
Help prioritize workloads and ensure appropriate staffing for all shifts
Lead, motivate and supervise a team of Operation Specialists
Drive performance improvement of Operations Specialists to achieve KPIs
Participate in reviews with Operations Manager to identify areas of improvement, reviewing KPIs and enhancing overall service quality
Prioritize and delegate work tasks among the team members
Ensure that all customer enquiries are addressed timely and professionally
Collaborate with other functional units to ensure smooth customer-related process flow
Take an active role in the development, learning opportunities, and training of Operations Specialists
Serve as escalation point for customers, Operations, overseas offices and other parties
Escalate issues if required to Operations Manager and/or SMT
Provide professional and exceptional leadership to team; inspiring the team to transfer the same to the customer experience
Assist in the management of the daily workload handling emails, calls and executing order processing
Other duties as assigned
Proven track record in an Operations Specialist or other customer facing role, with excellent customer interacting skills
Strong knowledge of Same Day business products and business systems
Proven track record managing multiple priorities and expectations within a fast paced operations environment
Possess diverse technology skills to include MS Word and Excel
Must be process driven and oriented toward achieving positive/successful outcomes
Strong knowledge of Operation processes and systems
Ability to take ownership and steer the 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 etiquette
Good knowledge of English language (verbal/written)
Possess excellent leadership qualities and traits
DHL offer its employees a good starting rate along with a full benefits package that includes medical, dental and vision insurance along with 401k and tuition assistance.
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.
DHL is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.
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