Customer Service Manager

At DHL Express, our vision is “Connecting people, improving lives”.

We are the Most International Company in the World, “the big yellow machine” as we love to call it.

Specifically In our Central and South America region, we cover 15 countries, from Parque Nacional Tikal in Guatemala, to Ushuaia in Tierra del Fuego – Argentina.

We are more than 3,400 Certified International Specialists who work passionately and motivated AS ONE team, moving more than 10 million shipments a year, and exceeding our customer’s needs, while supporting their businesses and positively impacting our communities at the same time.

We are the Great Place to Work #1 in Latin America, and we feel really proud of that.

And the good news are...

We are looking for a Superstar like you, are you insanely customer focused and someone who wants to have the best day, every day...

Role Purpose

Reporting to the General Manager, this position is responsible for planning, directing, controlling, coordinating, executing, and auditing all processes related to Customer Service nationwide.

The role ensures compliance with the organization's established service standards and guarantees optimal levels of customer satisfaction.

 Main Accountabilities

• Oversee and ensure efficient processes for handling all customer requests, claims, and complaints.
• Manage and guarantee high-quality telephone service operations.
• Drive initiatives to build and strengthen customer loyalty.
• Select, lead, coach, develop, and evaluate Customer Service personnel.
• Uphold compliance with company policies and controls, ensuring the effective operation of the Customer Service department.

Requirements

 

 

·        Graduate in Engineering, Administration, International Trade, and/or related fields.

(exclusive).

·        Minimum of 5 years of experience in Customer Service, Sales, or Import operations, preferably in leadership roles.

·        Advanced level of english.

·        Experience in leading and developing functional teams.

·        Capacity for analysis and problem resolution, managing different variables and with a high financial focus       and management of the sales budget.

·        Results oriented and with Innovative capacity, following standardized processes.

·        Skills to manage in a agile and dynamic organization, in a scheme of continuous improvement and collaborative work.

·        Strong communication skills at all levels and in different channels.

·        Strengths to negotiate and generate sustainable solutions over time.