Sr Supervisor Backline 2

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.

Distinguished as No.

1 World’s Best Workplace™ by Great Place to Work and Fortune Magazine

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…

DHL Express has a current opening for a Senior Billing Dispute Management Supervisor.  This role is to improve quality, efficiency, and effectiveness of the Query Handling Backline 2 team through process improvements, automation and harmonization with the aim to optimize working capital, minimize transactional costs and control DP DHL exposure to bad debt losses.

He/she directly manages a team of query handling agents.  Responsible for dispute management as well as continuous improvement of OTC processes using First Choice methodology.

Key Responsibilities:


* Maintain and execute query handling strategies in line with set standards and policies


* Actively manage cross functional dependencies


* Review daily progression of query handling tasks to meet the KPI’s


* Act as a subject matter expert, propose, implement, and maintain continuous improvement


* Act as a point of escalation to business partners and end customers


* Recruit, build, manage, and develop a team of motivated staff members to maximize performance and ensure delivery of the agreed objectives


* Ensure proper staffing of daily activities and projects to include right level of resources based on skills, experience, and formal training/education to manage change processes


* Motivation of and role model for all direct and indirect staff


* Efficient leadership, people management and guidance of staff, respecting cultural environment and history

Skills & Qualifications:


* Complete understanding and wide application of principles, theories, and concepts in function or business area


* An advanced understanding of specific aspects of work supervised and practical application to problems and situations ordinarily encountered


* Knows and effectively uses fundamental concepts, practices, and procedures relative to quality and productivity improvements, training, budgeting and cost control


* Generally understands basic supervisory approaches for work direction, motivation, and disciplinary action


* Typically requires BS/BA and 5+ years of related field, or equivalent experience

Employee Benefits & Incentives

DHL Express benefits and incentive offerings are designed to reflect a substantial experience for both employees and their dependents during their career and life journey.

The specifics will vary, but wherever you join and in whatever role, you'll find our benefits and rewards are among the best in the industry.

They include:


* Competitive Pay


* Bonus/Incentive Programs


* Retirement Savings – 401K with company match


* Medical, Dental, Vision, well-being programs


* Tuition Reimbursement


* Generous Paid Time Off – Starting at 4 Weeks (PT/FT)


* Paid Leave


* Employee Discount Program


* Employee Assistance & Work Life Program


* Outstanding training opportunities

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: https://www.eeoc.gov/employers/eeo-law-poster

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.

Please contact us to request accommodation.

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