Airfreight Operations Supervisor

What makes DHL great? Our people! We know each employee's individual contributions make us the #1 Delivery and Logistics Company in the world.

DHL Global Forwarding 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 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.

DHL Same Day is DHL Global Forwarding's global time critical & white glove service. With our flexibility of services meeting the emergency shipment needs of a wide range of industries, whether it's the extensive database of aircraft parts we maintain for our Aircraft On Ground clients, or expediting mission-critical parts globally for our Semiconductor and Automotive clients, or the ability to meet time-critical temperature-sensitive needs unique to Life Sciences and clinical trial logistics, DHL Same Day gets the shipment there, when it has to be, for any business or organization.

DHL Same Day is an international expedited transportation company that is part of DHL Global Forwarding. We are looking for a motivated and passionate individual to become a 21^st Century Leader, helping to shape the future of our Same Day Airfreight Operations team.

Overall Role Purpose:

• Oversees and drives the performance of the Operations Specialist team.
• Drives the achievement of operations team KPIs and service-level expectations.
• Provides coaching, guidance, and clear direction to the Operations Specialists.
• Identifies training needs and development opportunities to build a highly skilled Operations team.
• Serves as the primary escalation point for internal issues, complex shipments or Jobs requiring advanced decision-making.
• Deliver effective leadership by resolving escalations, addressing performance concerns, and fostering a collaborative work environment.
• Offers strong leadership, resolving escalations and complex shipments as needed.
• Assists with workload prioritization and ensures adequate staffing coverage across all shifts.

Key Responsibilities:

• Leads, motivates, and supervises a team of Operations Specialists.
• Drives performance improvement to ensure Operations Specialists meet or exceed KPIs.
• Participates in performance and operational reviews with the Operations Manager to identify improvement areas, assess KPIs, and enhance overall service quality.
• Prioritizes and delegates tasks effectively among team members.
• Ensures all customer inquiries are handled promptly, accurately, and professionally.
• Collaborate with other functional units to ensure smooth and efficient customer-related processes.
• Plays an active role in developing and identifying learning and training opportunities for Customer Relations Specialists.
• Serves as the escalation point for customers, Operations, overseas offices, and other stakeholders.
• Escalates critical issues to the Operations Manager and/or SMT as necessary.
• Provides strong and professional leadership, inspiring the team to deliver an exceptional customer experience.
• Assists with daily workload management, including responding to emails, handling calls, and processing orders.
• Performs other duties as assigned.

Requirements include:

• 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 related business systems

* Demonstrated ability to manage multiple priorities and expectations in a fast-paced operations environment.

• Proficient with technology, including 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 effectively lead and guide the Operations Team.
• Ability to identify and meet customer needs in a pleasant and friendly manner
• Excellent communication, motivation and interpersonal skills
• Self-directed and able to work independently.
• Excellent telephone and E-mail etiquette.
• Strong commercial awareness
• Good knowledge of English (verbal/written)
• Possess excellent leadership qualities and traits

What we offer:

• Competitive starting salary.
• Medical/Dental/Vision insurance.
• Paid Life & Disability insurance.
• 401K with employer match.
• Tuition Reimbursement.
• Generous annual paid time off policy.
• Other employee perks & discounts.

DHL is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status and other protected characteristics.

Starting Pay Range: $ 85,128.75 - 113,505.00

Please note a resume is required to apply for all DHL positions.