Team Lead Query Handling

About the role

DHL is seeking a proactive Team Lead for Query Handling to join its Accounts Receivable (AR) team in Heredia, Costa Rica. You will lead a group of specialists responsible for resolving customer and stakeholder inquiries quickly and accurately, while driving operational excellence and continuous improvement across the Order-to-Cash process.

Key responsibilities

• Ensure timely resolution of customer, country and internal stakeholder queries within agreed service levels.
• Lead, coach, monitor and develop Query Handling Specialists to meet performance and quality targets.
• Allocate daily workload, monitor KPIs, backlog, aging and resolution effectiveness, and implement corrective actions.
• Act as primary escalation point for complex or sensitive inquiries and dispute issues.
• Build strong relationships with country teams, Credit Management, Cash Application, Collections and other OTC stakeholders.
• Drive continuous‑improvement initiatives to streamline query processes and enhance customer experience.
• Maintain compliance with departmental policies, procedures and internal controls.
• Prepare and analyse operational reports to identify trends, root causes and improvement opportunities.
• Support training, onboarding and knowledge‑sharing activities for the team.

Required profile

• Bachelor’s degree in Business Administration, Accounting, Finance or a related field.
• Minimum 3 years of leadership experience in Accounts Receivable, Customer Service, OTC or Shared Services environments.
• At least 1 year of experience leading cross‑functional projects or transformation programs.
• Proficient English (intermediate to advanced) and strong analytical, problem‑solving and communication skills.

Required skills

• Advanced knowledge of Microsoft Excel and MS Office reporting tools.