Shipper Support Lead

Description

About GLS:

GLS Group is one of the largest parcel services providers in Europe, with a strong local presence in almost all countries across the continent. It also operates through wholly owned subsidiaries in Canada and on the USA's West Coast within one GLS network. This allows GLS to seamlessly connect its customers and communities with millions of parcels and stories every day. GLS' network connects its markets with high velocity and flexibility to respond to their fast-changing and dynamic nature. The company provides high quality service tailored to its customers' needs across more than 50 countries. The GLS network consists of over 120 hubs and more than 1,600 depots, supported by more than 36,700 vans, light vehicles and walkers, and 6,400 trucks. This offers network resilience, superior flexibility, and extended reach. In 2024/25, GLS generated record revenues of 5.9 billion euros and delivered 926 million parcels across the markets. For more information, visit www.gls-group.com.

Requirements

PRIMARY FUNCTION:

The Shipper Support Lead will take part in the leadership of the Shipper Support team. Aiming for excellence, the Lead will assist Customer Service Supervisor in providing a productive and motivating work environment and a high level of customer experience satisfaction. This role interfaces with upper management to reimplement objectives aligning with GLS Core Values.

ESSENTIAL FUNCTIONS & RESPONSIBILITIES:

• Foster and maintain a positive work environment for all teams
• Perform quality assurance monitoring for customer interactions that take place on GLS's different methods of communication, including inbound calls, chat, and email
• Handle escalated issues referred by shipper support team, including but not limited to escalated calls/chats/emails, missing packages, packages that are not in our system
• Submit, track, and analyze shipper feedback
• Assist leadership in answering questions the shipper support team may have
• Identify areas requiring room for improvement, summarize findings, and present ideas
• Support the achievement of effective measurable metrics, ensuring delivery of customer service efficiently
• Special projects assigned as necessary
• Develop, enact, and lead employee training sessions
• Plan, edit, and write content for a variety of internal communication mediums, such as staff intranet (Salesforce and Talkdesk)
• Assist leadership with monitoring the performance of representatives
• May be required to perform tasks beyond those explicitly listed in this role.

FUNCTIONAL REQUIREMENTS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• High School diploma or general education degree (GED)or one to three months related experience and/or training or equivalent combination of education and experience.
• Commitment to excellence, high standards, and understanding of business impact
• Strong soft skills, including de-escalation and empathy
• Excellent interpersonal communication skills and ability to interact within all levels or the organization
• High attention to detail and accuracy
• Strong organizational, problem-solving, and analytical skills
• Demonstrated ability in being an effective team player providing proactive solutions in a fast-paced environment
• Commitment to ensuring integrity and ability to manage highly confidential information with professionalism and tact
• Proficient with Microsoft Office (Excel, Word, and Outlook)
• Exception verbal and written professional communication skills
• Must be able to lift 75lbs.

EEO STATEMENT:

General Logistics Systems US is an Equal Employment Opportunity (EEO) employer and is committed to a diverse workforce. We welcome all qualified applicants to apply to GLS, and we strive to select the best qualified applicant for each position in our organization. Applicants will receive fair and impartial consideration without regard to race, sex, color, national origin, age, disability, veteran status, genetic data, gender identity, sexual orientation, religion or other legally protected status, or any other classification protected by federal, state, or local law. GLS complies with all laws and regulations relating to employment discrimination and is always committed to doing what's right.

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