Service First Lead
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Job Title: Service First Lead
Job Location: Chicago, Illinois
DHL Global Forwarding (DGF) manages the flow of goods and information across a customer's global supply chain utilizing air/ocean/ground transportation, customs brokerage services, and dedicated warehousing/distribution centers. We are part of Deutsche Post DHL, the world’s leading logistics provider with operations in over 220 countries. Visit our career site on the web at https://www.logistics.dhl/us-en/home/careers.html
The Service First Specialist provide hands-on, day-to-day operational support to the Chicago Air, Ocean and Domestic teams by coordinating internal and external escalations, helping operational owners get issues unstuck, and ensuring accurate, professional customer updates that improve the customer experience.
The role connects operations, customer-facing colleagues and the wider network to create visibility of open issues, maintain momentum through resolution and identify recurring themes before they become escalations. It is not intended to be the main contact or routing path for escalations, rather it is to support “behind the scenes” to reduce friction and expedite resolutions.
During the two-year secondment, it will develop from responsive service recovery towards proactive risk identification, trend analysis, prevention of repeat issues and local delivery of Service First initiatives.
Service First Behaviors
- I always aim to leave my customer with a smile on their face
- I work in a way that minimizes
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