Customer Service Sr. Manager

Customer Service Senior Manager

The Customer Service Department of DHL Express Panamá is seeking a Customer Service Senior Manager.

Based in Ciudad de Panamá, this position will be responsible for providing the best Customer Service support with adequate planning, direction, development, operational efficiency to provide a world-class customer experience; monitoring the service, quality of the team, leading and motivating them through management tools such as feedback and coaching, in order to ensure adequate attention in accordance with DHL standards.

Key Responsibilities:

• Lead the team to ensure fulfillment of COE (Center of Excellence) – ISO standards, in terms of quality, excellence, productivity, environment and teamwork.
• Promote the standardization of processes, operational efficiency and digitalization, focused on improving the Customer Experience Journey.
• Ensure quality monitoring in a regular and organized manner to identify opportunities for improvement and address them.
• Ensure an adequate environment and a level of training that allows us to provide the best service to our customers.

What You Bring:

• Graduate in Engineering, Administration, Foreign Trade, and/or Associated Careers (exclusive).
• Experience of 5 years as minimum in the Customer Service area at the country level in global companies.
• Post graduate degree in Business Administration, International Trade, Project Management, etc.
• Advanced level of English.
• Experience in leading and developing functional teams.
• Capacity for analysis and problem resolution, managing different variables and with a high financial focus and management of the sales budget.
• Results oriented and with innovative capacity, following standardized processes.
• Skills to manage in an agile and dynamic organization, in a scheme of continuous improvement and collaborative work.
• Strong communication skills at all levels and in different channels.
• Strengths to negotiate and generate sustainable solutions over time.