Purpose

The Customer Service Supervisor leads, coaches, and develops a team of Customer Service Advisors to consistently deliver best-in-class customer experiences while achieving operational, quality, and productivity targets. The role is responsible for driving service excellence, managing performance, resolving customer escalations, and implementing continuous improvement initiatives that enhance efficiency and customer satisfaction. Working closely with cross-functional teams, the Supervisor ensures compliance with DHL standards, supports employee engagement and development, and contributes to the overall success of the Customer Service operation.

Key Responsibilities

• Lead, coach, motivate, and develop a team of Customer Service Advisors to achieve high performance and engagement.
• Monitor and drive operational KPIs, ensuring service levels, quality standards, productivity, and schedule adherence are consistently met.
• Handle customer escalations and lead service recovery efforts by collaborating with Operations, Gateways, and other internal stakeholders.
• Conduct regular coaching, performance reviews, and development conversations to improve individual and team performance.
• Identify opportunities to improve processes, customer experience, and operational efficiency, driving implementation of approved improvements.
• Ensure compliance with company policies, procedures, and Customer Service standards.
• Support workforce planning by monitoring staffing requirements and adjusting resources based on business needs.
• Promote customer-focused behaviours while identifying opportunities to increase revenue through cross-selling and value-added services.
• Partner with Human Resources and Training to support recruitment, onboarding, employee development, and retention initiatives.
• Lead special projects and continuous improvement initiatives that enhance the customer experience and operational performance.

Skills & Qualifications

• Bachelor's degree in Business Administration or a related field preferred.
• Minimum of 2 years of leadership experience managing Customer Service teams.
• Strong coaching, performance management, and people leadership skills.
• Experience managing KPIs, service level agreements, quality, and productivity in a customer service environment.
• Excellent communication, interpersonal, and stakeholder management skills.
• Strong analytical, problem-solving, and decision-making abilities.
• Ability to lead change, drive continuous improvement, and manage multiple priorities.
• Proficient in Microsoft Office and customer service systems; DHL systems knowledge is an advantage.
• Self-motivated, results-oriented, and customer-focused with a continuous improvement mindset.