• Serve as leader to Caribbean region (English speaking territories) Customer Service organization, driving employee, team and business unit performance. Must demonstrate flexibility, visibility, compassion and support for all team members;
• Attract, hire, develop, and retain the talented people needed to move the needle on our DHL customer experience. Motivate and enable the Customer Service team to have their best day every day;
• Meet or exceed key performance metrics, including escalation rates, case resolution times, complaint rates, product launch effectiveness, and customer loyalty;
• Leverage our internal network and collaborate with colleagues around the world and other departments and functional leaders to provide excellent levels of customer service;
• Create loyal customers and a profit center through strong selling and upsell skills;
• Develop best practices, analyze results and demonstrate continuous improvement in all Customer Service productivity measures (service level, quality, sales leads, etc.)Drive Center Of Excellence every day and ensure the Customer Service team meets or exceeds their targets on daily basis;
• Be a coaching culture “champion” and embed the EOS (Employee Opinion Survey) in all that we do. Drive employee engagement, active leadership and a positive EOS culture; and
• Deliver very high levels of GREAT Customer Service from our CS facilities in Haiti

Skills/ Qualifications:
• Extensive depth and breadth of expertise and experience in Customer Service.
• Strong leadership & coaching skills are required
• Strong customer service, sales & leadership orientation – with a focus on people and analytics
• Ability to effectively handle employee relations issues and reduce company liability
• Excellent communication & presentation skills
• Requires critical / strategic thinking, creativity, ingenuity, innovation and resourcefulness
• Demonstrates a keen ability to effectively manage cross-cultural tactical issues
• Ability to apply and/or develops highly advanced technologies, principles, theories and concepts to drive the customer service function.
• Record of developing others; ability to identify and leverage talent strengths and close talent gaps
• Proficient in networking and building effective relationships at all levels, within and outside of the organization.
• BS/BA in related discipline and 6-8 years experience in related field.
• 6+ years experience in leading Customer Service employees and managing direct reports.

CV & Cover Letter

2023-05-27