ACS Customer Service Supervisor (P2, 1st shift)

Erlanger, Kentucky, United States DHL Express 200058K 14. October, 2020
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What makes DHL great? Our People!  We know each employee’s individual contributions make us the #1 Express Delivery and Logistics Company in the world.

DHL Express 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 global 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. 



Start YOUR career with DHL today… 



The ACS Customer Service Supervisor is responsible for supervising customer service agents, while troubleshooting resolutions for the customer. Trains, coaches, and mentors employees on how to deliver the best customer service possible.



Key Responsibilities:


  • Investigate customer's problems and find solutions

  • Communicate with customers via phone or email

  • Hire, train, and terminate customer service agents.

  • Provide scripts to read from during phone calls

  • Handle major incidents that cannot be resolved by agents.

  • Resolve complaints and shipment issues

  • Analyze data and statistics

  • Isolate and identify areas of improvement

  • Train agents on how to adequately address problems over the phone or how to write correspondence via email

  • Work with management on customer service improvement ideas

  • Keep track of all of our Key accounts with the agents to make sure we are delivering on our promise to the customer

  • Manage the mail accounts

  • This involves trucking request and managing cost





Skill & Qualifications:
  • Bachelor’s Degree in related field preferred; experience and demonstrated record of success in lieu of bachelor degree acceptable
  • Proficient in Microsoft (Excel, Word, Outlook, Power Point), database and web-based applications
  • Highly competent compiling data in Excel, and being able to perform analysis and draw insights. Access, VB, etc. a plus.
  • Ability to work within a team environment
  • Strong verbal and written communication skills - must be adept at presenting ideas and concepts to groups in both formal and informal settings
  • Freight background and Customer Service leadership is a plus

DHL is an equal opportunity employer.  We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.  The EEO is the Law poster is available here: http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf

Facts and Figures

  • Travel Required

    <15% of the time

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I like working for DHL because it is the worldwide leader in logistics where customers and employees are always in focus.

Current Employee – Project Manager in Bonn