Customer Contact Supervisor

Job overview

The Customer Contact Supervisor role is onsite in Erlanger, KY, with a Tuesday–Saturday schedule from 8:00 a.m. to 4:30 p.m. Compensation is not specified. The supervisor leads customer-facing clearance support teams and connects customers with DHL’s Customs Entries teams to support shipment processing and reduce delays. The supervisor manages daily team operations, staffing, coaching, and performance, while handling escalations involving shipment delays or customs issues. The role coordinates case routing and information flow across teams and supports continuous improvement in a high-volume clearance environment.

What you'll do

• Lead and manage the customer contact/document control team
• coach and manage performance
• handle complex customer escalations related to shipment delays or customs issues
• manage staffing, scheduling, and timekeeping
• track productivity and maintain reporting
• coordinate queue placement and case routing
• provide corrective guidance to upstream teams
• oversee escalations to prevent shipment return to origin
• support continuous improvement and employee engagement.

What we're looking for

Skills & competencies

customer contact supervisor

dhl express

erlanger ky

customs clearance

customer service

team leadership

shipment processing

escalation management

tuesday–saturday

8:00 a.m.–4:30 p.m.

sida badge

Work arrangement

• Weekend coverage required

Benefits & perks

• Bonus/incentive programs
• 401(k) with company match
• medical, dental, and vision
• tuition reimbursement
• paid time off and leave
• employee discount
• employee assistance and work-life program
• training opportunities.

Why this role

Requires high school diploma or equivalent and 2+ years of customs entry-writing, brokerage, or customer service experience, or equivalent prior experience. SIDA badge eligibility is required.

About the employer

DHL Express, Inc. is hiring for this role. Industry: Couriers and Express Delivery Services. Sector: 49.