AR Query Handling Supervisor

About the role

The AR Query Handling Supervisor leads a team of customer support agents to manage billing inquiries and related queries for DHL Express in the Central and South America region. The role focuses on delivering high‑quality service, ensuring timely query resolution, and supporting effective credit collection.

Key responsibilities

• Recruit, build, and develop a motivated team of customer support agents.
• Manage capacity planning to ensure appropriate staffing based on skills and experience.
• Oversee multi‑channel customer interactions, guaranteeing prompt and professional responses.
• Resolve queries related to duty/VAT costs, claims, master data, and credit/debit note processing.
• Monitor performance metrics such as turnaround time and days sales outstanding.
• Maintain stakeholder relationships across the Order to Cash (OTC) chain and act as escalation point for complex issues.
• Lead continuous‑improvement initiatives and act as subject‑matter expert for query handling processes.
• Prepare daily and monthly management reports highlighting performance and improvement areas.

Required profile

• Strong leadership ability with experience managing diverse teams.
• Customer‑focused mindset with a proven track record of enhancing satisfaction.
• Analytical mindset capable of interpreting performance data and identifying improvement opportunities.
• Excellent verbal and written communication skills for interaction with internal and external stakeholders.

Required skills