Supervisor, Query Handling Backline
DHL Express (USA), Inc., Houston, TX, United States
Position
We are seeking an experienced Supervisor, Query Handling Backline to lead complex dispute operations. This role oversees high‑impact dispute categories, manages escalations within tight SLAs, and ensures accurate, timely execution of dispute processes to support collections activities. The supervisor will lead and develop a team of employees, driving performance through coaching, feedback, and engagement.
Key Responsibilities
Maintain and execute query handling strategies in line with set standards and policies.
Actively manage cross‑functional dependencies.
Review daily progression of query handling tasks to meet KPI targets.
Act as a subject matter expert, propose, implement, and maintain continuous improvement.
Act as a point of escalation to business partners and end customers.
Recruit, build, manage, and develop a team of motivated staff members to maximize performance and ensure delivery of the agreed objectives.
Ensure proper staffing of daily activities and projects, including the right level of resources based on skills, experience, and formal training/education to manage change processes.
Motivate and serve as a role model for all direct and indirect staff.
Provide efficient leadership, people management, and guidance of staff, respecting the cultural environment and history.
Skills & Qualifications
Complete understanding and wide application of principles, theories, and concepts in the function or business area.
Advanced understanding of specific aspects of work supervised and practical application to problems and situations ordinarily encountered.
Knows and effectively uses fundamental concepts, practices, and procedures relative to quality and productivity improvements, training, budgeting and cost controls.
Generally understands basic supervisory approaches for work direction, motivation, and disciplinary action.
Typically requires a BS/BA and 5 years of relevant experience, or an equivalent combination of education and experience.
Intermediate Excel skills highly preferred, including pivot tables, integrating data from different reports, using fórmulas, and running existing macros.
Employee Benefits & Incentives
Competitive Pay
Bonus/Incentive Programs
Retirement Savings — 401K with company match
Medical, Dental, Vision, and well‑being programs
Tuition Reimbursement
Generous Paid Time Off — Starting at 4 Weeks (PT/FT)
Paid Leave
Employee Discount Program
Employee Assistance & Work Life Program
Outstanding training opportunities
DHL is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic. The EEO is the Law poster is available here: https://www.eeoc.gov/employers/eeo-law-poster
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
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We are seeking an experienced Supervisor, Query Handling Backline to lead complex dispute operations. This role oversees high‑impact dispute categories, manages escalations within tight SLAs, and ensures accurate, timely execution of dispute processes to support collections activities. The supervisor will lead and develop a team of employees, driving performance through coaching, feedback, and engagement.
Key Responsibilities
Maintain and execute query handling strategies in line with set standards and policies.
Actively manage cross‑functional dependencies.
Review daily progression of query handling tasks to meet KPI targets.
Act as a subject matter expert, propose, implement, and maintain continuous improvement.
Act as a point of escalation to business partners and end customers.
Recruit, build, manage, and develop a team of motivated staff members to maximize performance and ensure delivery of the agreed objectives.
Ensure proper staffing of daily activities and projects, including the right level of resources based on skills, experience, and formal training/education to manage change processes.
Motivate and serve as a role model for all direct and indirect staff.
Provide efficient leadership, people management, and guidance of staff, respecting the cultural environment and history.
Skills & Qualifications
Complete understanding and wide application of principles, theories, and concepts in the function or business area.
Advanced understanding of specific aspects of work supervised and practical application to problems and situations ordinarily encountered.
Knows and effectively uses fundamental concepts, practices, and procedures relative to quality and productivity improvements, training, budgeting and cost controls.
Generally understands basic supervisory approaches for work direction, motivation, and disciplinary action.
Typically requires a BS/BA and 5 years of relevant experience, or an equivalent combination of education and experience.
Intermediate Excel skills highly preferred, including pivot tables, integrating data from different reports, using fórmulas, and running existing macros.
Employee Benefits & Incentives
Competitive Pay
Bonus/Incentive Programs
Retirement Savings — 401K with company match
Medical, Dental, Vision, and well‑being programs
Tuition Reimbursement
Generous Paid Time Off — Starting at 4 Weeks (PT/FT)
Paid Leave
Employee Discount Program
Employee Assistance & Work Life Program
Outstanding training opportunities
DHL is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic. The EEO is the Law poster is available here: https://www.eeoc.gov/employers/eeo-law-poster
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
#J-18808-Ljbffr