Operations Supervisor

Sterling, Virginia, United States Global Forwarding Freight 41561 11. September, 2020

DHL Same Day is a 24x7x365 expedited transportation company which is part of DHL Global Forwarding.  Our corporate office is located in Sterling, VA.  We are looking for motivated and passionate individuals to become the 21st Century Leaders whom will shape the future of our Same Day Operations team.

Overall Role Purpose:

  • Manage and drive performance of the Operations Specialist team

  • Drive achievement of Operations team KPIs

  • Coach, counsel and provide direction to the Operations Specialists team.

  • Identify training needs and opportunities to develop a highly skilled Operations team

  • Act as escalation point for parties within the team

  • Provide solid leadership for staff and handle escalations and problem jobs as needed

  • Help prioritize workloads and ensure appropriate staffing for all shifts


  • Lead, motivate and supervise a team of Operation Specialists

  • Drive performance improvement of Operations Specialists to achieve KPIs

  • Participate in reviews with Operations Manager to identify areas of improvement, reviewing KPIs and enhancing overall service quality

  • Prioritize and delegate work tasks among the team members

  • Ensure that all customer enquiries are addressed timely and professionally

  • Collaborate with other functional units to ensure smooth customer-related process flow

  • Take an active role in the development, learning opportunities, and training of Operations Specialists

  • Serve as escalation point for customers, Operations, overseas offices and other parties

  • Escalate issues if required to Operations Manager and/or SMT

  • Provide professional and exceptional leadership to team; inspiring the team to transfer the same to the customer experience

  • Assist in the management of the daily workload handling emails, calls and executing order processing

  • Other duties as assigned


  • Proven track record in an Operations Specialist or other customer facing role, with excellent customer interacting skills

  • Strong knowledge of Same Day business products and business systems

  • Proven track record managing multiple priorities and expectations within a fast paced operations environment

  • Possess diverse technology skills to include MS Word and Excel

  • Must be process driven and oriented toward achieving positive/successful outcomes

  • Strong knowledge of Operation  processes and systems

  • Ability to take ownership and steer the 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 etiquette

  • Commercial awareness

  • Good knowledge of English language (verbal/written)

  • Possess excellent leadership qualities and traits

DHL offer its employees a good starting rate along with a full benefits package that includes medical, dental and vision insurance along with 401k and tuition assistance.

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.

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, and other legally protected characteristics.

Facts and Figures

  • Working Hours


  • Business Unit

    Sky Courier, Inc.

  • Employment Type

    Permanent Full-Time


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