Senior Manager, Brokerage Customer Experience

DHL Express • Full-time • Brampton, Ontario, Canada • 22h ago

Why Join DHL Express?

What makes DHL great? Our People! We know each employee’s individual contributions make us the #1 Express Delivery and Logistics Company in the world.

DHL Express is committed to maintaining an environment that empowers every team member to make the greatest possible impact on our business. Our corporate culture is about personal commitment – to our business, to each other and to our global communities. DHL is dedicated to being a great place to work. In addition to competitive compensation packages, our employees enjoy a range of programs, services and benefits that bring the best to their personal lives.

Start YOUR career with DHL today…

DHL Express currently has an opening for a Senior Manager, Brokerage Customer Experience in our National Office in Brampton, ON. As the Senior Manager, Brokerage Customer Experience, you will lead the delivery of best-in-class customer service across brokerage operations, including the Broker Notification Group and Brokerage Queue Line.

This role is responsible for driving customer satisfaction, operational excellence, and continuous improvement through effective leadership, process optimization, and the use of enabling technologies. You will work closely with cross-functional partners to enhance service delivery, improve efficiency, and create a consistently high-quality customer experience.

Key Responsibilities

Leadership & Team Development

Lead, coach, and inspire a high-performing team to achieve service, quality, and productivity goals
Foster an inclusive, respectful, and engaging team environment where all individuals can thrive
Support ongoing development through coaching, feedback, and growth opportunities

Customer Experience Excellence

Drive best-in-class customer experience across brokerage service interactions
Champion a customer-centric culture focused on quality, responsiveness, and consistency
Gather and leverage customer feedback to inform service improvements

Operational Performance & Continuous Improvement

Evaluate and enhance customer contact handling processes to ensure efficiency and effectiveness
Identify and implement process improvements aligned with evolving business needs
Benchmark processes and systems against industry standards to ensure competitive service delivery

Stakeholder Collaboration

Partner closely with Brokerage leadership and cross-functional teams to improve processes and outcomes
Ensure timely and high-quality communication with internal stakeholders and external partners

Performance Management & Reporting

Develop and maintain regular performance reporting in collaboration with support teams
Monitor key performance indicators (KPIs) and drive accountability for results
Use data and insights to guide decision-making and continuous improvement

Key Deliverables

Enhancement and optimization plan for customer contact handling processes and tools
Successful implementation and adoption of an email management system
Consistent and actionable performance reporting framework

Qualifications & Experience

Bachelor’s degree in Business, Supply Chain, Logistics, or a related field, or equivalent experience
Progressive leadership experience in customer experience, brokerage, logistics, or a related operational environment
Proven ability to lead, coach, and develop diverse, high-performing teams
Strong customer-focused mindset with a track record of improving service quality and satisfaction
Demonstrated analytical and problem-solving skills, with the ability to interpret data and drive decisions
Experience leading process improvement and operational efficiency initiatives
Familiarity with customer contact management systems, workflow tools, or queue-based environments
Strong project management skills, including planning, execution, and stakeholder alignment
Excellent communication and interpersonal skills, with the ability to influence across all levels
Ability to manage multiple priorities in a fast-paced, dynamic environment
Financial and business acumen to balance service excellence with cost effectiveness
Experience collaborating with cross-functional partners and external vendors
Continuous improvement mindset; experience with Lean, Six Sigma, or similar methodologies is an asset
Knowledge of customs brokerage processes or international logistics is considered an asset
Proficiency with Microsoft Office tools and reporting platforms

Thank you for your application. Those selected for an interview will be contacted.

All applicants are required to pass interviews, a criminal check for all countries lived in for the past 5 years and other background check in order to qualify for the position.

We are an equal opportunity employer and believe we will gain through the recruitment and development of staff who represent the broad diversity of the Canadian workforce.

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