Join DHL Express Venezuela and play a key role in shaping our growth journey.
As a Customer Service Manager, you will lead the delivery of an exceptional customer experience while driving a culture of continuous improvement across the organization. You will be responsible for leading Customer Service operations, developing high-performing teams, enhancing service quality, and championing First Choice initiatives that strengthen customer satisfaction, employee engagement, and operational excellence.
YOUR IMPACT
Customer Service Leadership
- Lead Customer Service operations, ensuring high levels of service quality, efficiency, and customer satisfaction.
- Drive the achievement of key service KPIs, including Customer Satisfaction, First Contact Resolution, Service Quality, Productivity, and Response Time.
- Develop, coach, and inspire Customer Service teams to deliver a best-in-class customer experience.
- Analyze customer feedback, service trends, and complaint data to identify root causes and improvement opportunities.
- Collaborate closely with Operations, Sales, Customs, Network, and other functions to resolve customer issues and enhance service delivery.
- Ensure compliance with DHL Express global and regional Customer Service standards and best practices.
First Choice & Continuous Improvement
- Lead the local First Choice agenda, ensuring the adoption and sustainability of a continuous improvement culture throughout the organization.
- Facilitate training sessions, workshops, certification programs, and improvement activities related to Lean, Kaizen, and continuous improvement methodologies.
- Identify process optimization opportunities and lead projects that enhance productivity, quality, efficiency, and customer experience.
- Monitor and report the progress and impact of First Choice initiatives through management dashboards and executive updates.
- Act as an internal consultant and coach to leaders and teams in the identification, prioritization, and implementation of improvement initiatives.
- Foster employee involvement in initiatives focused on improving customer and employee experiences.
Employee & Customer Experience
- Promote initiatives that strengthen the connection between employee engagement and customer satisfaction.
- Support programs such as Employee Opinion Survey (EOS), Certified International Specialist (CIS), and other cultural and engagement initiatives.
- Drive cross-functional collaboration and the sharing of best practices across the organization.
- Lead action plans to improve employee engagement, customer loyalty, and overall organizational performance.
Governance & Reporting
- Prepare and present executive reports, trends, and performance analyses related to Customer Service and First Choice.
- Manage budgets, resources, and action plans associated with the areas under responsibility.
- Ensure compliance with corporate policies, internal procedures, and DHL quality standards.
WHAT YOU BRING TO THE ROLE
Education
- Bachelor's Degree in Business Administration, Industrial Engineering, Marketing, Management, or related fields.
- Postgraduate studies or certifications in Customer Experience, Quality Management, Lean, or Continuous Improvement are desirable.
Experience
- Minimum of 5 years of experience in Customer Service, Customer Experience, Operations, or related areas.
- Proven experience leading and developing teams.
- Experience managing continuous improvement, operational excellence, or transformation projects.
- Knowledge of Lean, Kaizen, Six Sigma, or similar methodologies is highly valued.
Languages
- Advanced English proficiency, both written and spoken.
Core Competencies
- Customer Centricity
- Continuous Improvement Mindset
- Leadership & People Development
- Strategic Thinking
- Problem Solving & Root Cause Analysis
- Stakeholder Management
- Results Orientation
- Communication & Influence
- Change Management
- Collaboration
Skills & Certifications
- Customer Experience Management
- Service Quality Management
- Lean & Continuous Improvement
- Process Optimization
- Data Analysis & Reporting
- Root Cause Analysis
- Project Management
- Change Management
- Voice of Customer Programs
- Six Sigma (Desirable)