About Company
DHL is the world’s leading logistics company. With a global network spanning more than 220 countries and territories, DHL connects people and businesses securely and reliably. As part of Deutsche Post DHL Group, we employ around 590,000 people in over 220 countries and territories worldwide. Driven by the power of more than half a million employees, we deliver an unparalleled portfolio of logistics solutions ranging from national and international parcel delivery, e-commerce shipping and fulfillment solutions, international express, road, air and ocean transport to industrial supply chain management. DHL is committed to providing outstanding service, fostering a diverse and inclusive work environment, and making a positive impact on the communities we serve. Join a company that is constantly innovating and driving the future of logistics.
Job Description
Are you a highly motivated and customer-focused individual with a passion for delivering exceptional service? DHL is looking for a dedicated Support Representative to join our dynamic team in Indianapolis, Indiana. In this crucial role, you will be the primary point of contact for our valued customers, providing essential support for their shipping and logistics needs. You will expertly navigate a variety of inquiries, ranging from meticulously tracking packages and proactively resolving delivery issues to assisting with complex international shipping regulations and efficiently processing claims. This position requires an individual who thrives in a fast-paced environment, possesses excellent communication skills, and has a keen knack for precise problem-solving and critical thinking. As a DHL Support Representative, you will play a vital role in upholding DHL’s renowned reputation for reliability, speed, and unparalleled customer satisfaction, ensuring every interaction is positive, productive, and results in a successful resolution. We offer comprehensive, industry-leading training, a highly supportive team environment, and abundant opportunities for continuous learning and significant career growth within a global industry leader. If you are eager to contribute your talents to a world-class logistics operation and make a tangible difference in our customers’ experiences every day, we encourage you to apply today and embark on a rewarding career journey with DHL. We highly value individuals who are proactive, empathetic, committed to finding efficient solutions, and dedicated to achieving excellence in every task.
Key Responsibilities
- Respond to customer inquiries via phone, email, and chat in a professional and timely manner.
- Provide accurate information regarding shipment status, service options, pricing, and transit times.
- Investigate and resolve customer issues, including delayed shipments, damaged goods, and billing discrepancies.
- Assist customers with initiating new shipments, completing necessary documentation, and understanding customs requirements.
- Process claims efficiently and accurately, ensuring adherence to company policies and procedures.
- Escalate complex issues to appropriate departments for resolution, following established protocols.
- Maintain detailed records of customer interactions and transactions in the CRM system.
- Collaborate with internal teams, including operations, sales, and claims, to ensure seamless service delivery.
- Stay updated on DHL products, services, policies, and industry regulations.
- Identify opportunities to improve customer satisfaction and operational efficiency.
Required Skills
- Minimum 1 year of experience in a customer service or support role, preferably in logistics or transportation.
- Exceptional verbal and written communication skills.
- Strong problem-solving abilities and attention to detail.
- Proficiency in using CRM software and Microsoft Office Suite (Word, Excel, Outlook).
- Ability to multitask and manage time effectively in a fast-paced environment.
- High school diploma or equivalent.
- Demonstrated ability to maintain a positive and professional demeanor with customers.
Preferred Qualifications
- Associate’s or Bachelor’s degree in Business Administration, Logistics, or a related field.
- Experience with international shipping and customs procedures.
- Bilingual proficiency (e.g., Spanish, French) is a plus.
- Familiarity with DHL's specific services and systems.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health, dental, and vision insurance plans.
- 401(k) retirement plan with company match.
- Paid time off (vacation, sick leave, holidays).
- Employee assistance program (EAP).
- Tuition reimbursement and professional development opportunities.
- Discounted shipping rates for employees.
- Opportunities for career advancement within a global organization.
- Diverse and inclusive work environment.
How to Apply
If you are ready to take on a challenging and rewarding role with a global leader in logistics, we invite you to apply! Please click on the application link below to submit your resume and cover letter. We look forward to reviewing your qualifications.