AR Query Handling Supervisor
DHL · Heredia
At DHL Express, our purpose 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 Tikal National Park in Guatemala all the way 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 over 10 million shipments per year and exceeding our customers’ expectations while supporting their businesses and positively impacting our communities at the same time.
We are the #1 Great Place to Work in Latin America, and we are very proud of that.
And we have great news! … We are looking for a Superstar like you—someone who is customer‑focused and wants to have the Best Day, Every Day.
The Query Handling Supervisor is responsible for leading a team of customer support agents to ensure timely, efficient, and qualitative handling of customer billing inquiries and related queries. This role focuses on maximizing customer satisfaction, effective credit collection, and managing operational performance in both front office and back office environments.
Key Responsibilities:
- Team Leadership: Recruit, build, manage, and develop a motivated team of customer support agents to maximize performance and ensure the delivery of agreed objectives.
- Capacity Management: Guarantee effective capacity management for query handling, ensuring proper staffing levels based on skills, experience, and training.
- Customer Interaction Management: Oversee customer interactions across multiple channels, ensuring prompt and professional responses in line with DHL standards.
- Query Resolution: Manage the resolution of various queries, including duty/VAT costs, claims, master data, and credit/debit note processing.Performance Monitoring: Ensure timely execution of internal control frameworks and manage KPIs related to query handling, including turnaround time and days sales outstanding.
- Stakeholder Engagement: Build and maintain relationships with stakeholders across the entire Order to Cash (OTC) chain, acting as a point of escalation for complex issues.
- Process Improvement: Act as a subject matter expert and propose, implement, and maintain continuous improvement initiatives in query handling processes.
- Reporting: Deliver daily and monthly management reports on query handling performance, highlighting achievements and areas for improvement.
Required Skills and Competencies:
- Leadership Skills: Strong ability to lead and motivate a team, respecting cultural environments and fostering a positive workplace.
- Customer Focus: High level of customer service orientation and ability to manage customer satisfaction effectively.
- Analytical Skills: Proficient in analyzing processes and performance metrics to identify improvement opportunities.
- Communication Skills: Excellent verbal and written communication skills, capable of engaging with various stakeholders effectively.
- Problem-Solving: Ability to handle escalations and complex queries with tact and diplomacy.
- Technical Proficiency: Advanced knowledge of MS Excel and basic knowledge of MS Access.
Qualifications:
- Education: Bachelor’s degree in Finance, Business Administration, or a related field.
- Experience: Minimum of 5 years in customer service or accounts receivable roles, with at least 2 years in a supervisory role.
- Language Skills Intermediate proficiency in English (B2 or above)
- Industry Experience Familiarity with the logistics or express delivery industry is a plus.
Performance Objectives:
- Maintain a Grade of Service (GOS) of at least 80%.
- Achieve an Abandoned Call Rate (ACR) of less than 1 %.
- Ensure timely resolution of queries according to SLA and disputes management in accordance to global targets.
- Effectively manage Aging of Queries to meet departmental targets.
- Improve Customer Experience through the Net Promoter Score (NPS) feedback
- Promote a healthy workplace environment to the leading team.
- Among others related to the function.