Service Centre Supervisor

Job description

YOU TACKLE FOR QUALITY AND GREAT SERVICE. THIS WILL IMPROVE THE LIFE OF OUR CUSTOMERS. Would you like to become part of the world's most international company? A company that pioneered cross-border express delivery in 1969 and is now active in more than 220 countries and territories worldwide. Do you want to be part of a company that connects people worldwide? And the more people we connect, the better life will be on our planet.

Do you want to make a difference? Then come to our "Insanely Customer Centric" Team and become a Certified International Specialist!

YOUR RESPONSIBILITIES

Supervise daily pickup, delivery, and in-house operations to ensure timely service, operational efficiency, and achievement of assigned targets. Monitor daily operational performance against established KPIs and implement corrective actions to address service gaps. Lead, guide, and support service centre team members to maintain productivity, service quality, and operational discipline. Ensure compliance with DHL policies, regulatory requirements, and established safety, security, and facility management standards.

Coordinate the availability and effective utilization of fleet, material handling equipment, and other operational resources to support smooth service centre operations. Address day-to-day operational challenges, resolve service issues, and escalate critical matters to the Service Centre Manager when required. Foster a customer-centric culture by ensuring prompt resolution of customer concerns and consistent adherence to DHL service standards.

Maintain accurate operational records and prepare routine performance reports to support monitoring and decision-making. Identify opportunities to improve operational processes, resource utilization, and service quality within the service centre. YOUR PROFILE Must possess a bachelor's degree with 5–7 years of relevant experience in operations, logistics, courier services, or a related field. Experience in supervising teams and managing day-to-day operational activities, preferably in the logistics or express delivery industry.

Strong team supervision, coordination, and problem-solving skills. Good understanding of operational KPIs, service quality standards, and performance monitoring. Ability to manage competing priorities and make effective decisions in a fast-paced operational environment. Good communication, interpersonal, and stakeholder management skills. Strong customer focus, attention to detail, and commitment to operational excellence.

Ability to work collaboratively with internal stakeholders and ensure adherence to company policies and procedures.