Operations Supervisor

DHL SameDay - Sterling, VA3.8

Full-timeEstimated: $49,000 - $61,000 a year
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

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.

Facts and Figures

Division DGFF - DGF - Other Areas Employment Type Permanent Full-Time
Business Unit DHL SameDay Working Hours 40
Location Sterling, VA Shift Requirement Mixed
Job Type Customer Service Relocation Offered None
Career Level Team Leaders & Managers Travel Required
Responsible for 6-10 Travel Extent
Reports to Operations Team Manager Work Permit Required Yes
Target Hire Date 5/30/2019