Customer Service Manager

About the role

Join DHL Express Venezuela as a Customer Service Manager and lead the delivery of an exceptional customer experience. You will shape a culture of continuous improvement, drive service quality, and ensure operational excellence across the organization.

Key responsibilities

• Lead Customer Service operations, maintaining high service quality, efficiency, and customer satisfaction.
• Achieve key KPIs such as Customer Satisfaction, First Contact Resolution, Service Quality, Productivity, and Response Time.
• Develop, coach, and inspire Customer Service teams to deliver best‑in‑class experiences.
• Analyze feedback, trends, and complaints to identify root causes and improvement opportunities.
• Collaborate with Operations, Sales, Customs, Network and other functions to resolve issues and enhance service delivery.
• Lead the local First Choice agenda, promoting Lean, Kaizen and continuous improvement initiatives.
• Facilitate training, workshops and certification programs related to process optimization.
• Prepare executive reports, manage budgets and ensure compliance with DHL standards.

Required profile

• Bachelor's degree in Business Administration, Industrial Engineering or a related field.
• Proven experience leading customer service or operations teams.
• Strong analytical mindset with ability to translate data into actionable improvements.
• Excellent communication and stakeholder management skills.

Required skills

• Knowledge of Lean, Kaizen and continuous improvement methodologies.
• Ability to analyze customer feedback and service data.
• Experience in KPI monitoring and reporting.