Customer Service Team Leader
DHL · Budapest
Customer Service Team Leader
Embark on an exciting career journey with DHL Supply Chain, where we redefine the norms and cherish the unique dynamics of our challenging yet invigorating roles. At DHL, we pride ourselves on doing things differently, placing utmost value on both our customers and employees. We firmly believe that finding joy in our work translates into delivering perfection in our tasks. Join our team and make a difference in the logistics industry!
Key Responsibilities:
- Provide direction, management and development for the operative staff (customer service coordinators)
- Ensure the team excels in customer service through swift and precise order processing, comprehensive follow-up, inventory management and effective communication
- Attain customer and BCC service level targets (KPIs and SLAs), manage, control and improve both team level and individual contribution
- Manage workload distribution, resource allocation, attendance, and holiday planning in line with the workload, regulations and policies,
- Follow-up team productivity, drive and implement continuous improvement initiatives to augment efficiency and overall performance
- Build robust business relationships with customers and key internal stakeholders, foster transparent two-way communication within the team and cross-functionally
- Keep up with new customer/process requirements, actively engaging in related projects
- Address escalations, conduct thorough root cause analyses, and recommend improvements to mitigate re-occurrence (following CAPA approach)
- Conduct regular team and personal meetings to strengthen both personal and work relations as well as team and individual development
- Oversee the team's skillset and competencies, formulate comprehensive training plans based on individual team members' needs, providing hands-on coaching.
- Ensure team awareness of work instructions, system/process changes, and facilitate communication.
- Creating a safe and positive team environment and ensuring that the team demonstrates the right mindset and attitude
- Prepare and participate in customer MBR’s presenting BCC KPI’s and SLA’s.
Requirements:
- Fluent English knowledge is a must
- Strong people management skills, with 2+ years’ experience (multinational background is an advantage)
- Excel knowledge is a must
- Very strong customer focus and customer service mindset
- Experience in escalation handling
- PC literacy with a good working knowledge of Microsoft applications
- Strong ability to lead a team
- Definite personality
- Excellent communication skills
- Multitasking skills, goal oriented and teamwork abilities
What do we offer?
- Cafeteria HUF 500.000/year
- Yearly bonus scheme
- Medicover insurance
- Opportunity to be part of a great team and the world's leading logistics company
- Stability, career growth and a whole range of certified trainings
- Dog friendly office
- Friendly team and pleasant working environment
- Extra benefits (discounted fee for the Life1 network, Praktiker, Alza and GreenGo discounts, fruit days)
- The opportunity to learn something new, but also to ignite new ideas.
Workplace: Budapest, IX. district, hybrid