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Sunday, September 29, 2013

Customer Relation Team Leader

Ref.: IA - 16502



Facts & Figures

Job functionCustomer Service
CountryCosta Rica
LocationAnywhere in country
Position offered byDHL Global Forwarding Costa Rica
Career levelSupervisor/Entry Level Manager
ContractPermanent (Full-Time)
Travel requiredNo business travels
Work permit requiredNo
Start dateImmediate
Shift work requiredDay-time only
At DHL, people mean the world to us. That’s why our goal has always been to attract and retain the best talent the world over. We provide challenge and opportunity for personal and professional development. We recognize the difference you bring to our business, and together we share the pride of building THE logistics company for the world.
Working for DHL Global Forwarding means working for the global market leader in air and ocean freight.

At DHL Global Forwarding, our expertise lies in the fast and flexible transportation of goods and merchandise across all continents. We not only supply comprehensive international logistic services, but also play an active role in reducing C02 emissions as seen in our GoGreen product portfolio.

Main tasks & key responsibilities:

§Leads, motivates and supervises a team of Customer Relation Specialists
§Drives performance improvement of Customer Relation Specialists to achieve KPIs
§Participates in reviews with Head of CS and other CS Team Leaders to identify areas of improvement, reviewing KPIs and enhancing overall service quality
§Prioritizes and delegates work tasks among the team members
§Ensures that all customer enquiries are responded promptly and professionally
§Collaborates with Operations and other functions to ensure smooth customer-related process flow
§Takes an active role in the development and coaching of Customer Relation Specialists and identifies training needs
§Serves as escalation point for Customer Relation Specialists, customers, Operations, overseas offices and other parties
§Escalates issues, if required
§Proven track record in a Customer Relation Specialist/ other customer facing role with excellent customer interacting skills
§Deep knowledge of forwarding business, DGF products (AFR/OFR) and business systems §Deep knowledge of CS processes and systems
§Ability to take ownership and steer a Customer Relation 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 skills
§Commercial attitude §Good knowledge in English (verbal/written)

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