Position Summary: Coordinates the strategic operations of Customer Service, driving high team performance in quality, productivity, efficiency, and leadership. Key Highlights: 1. Leadership of multidisciplinary teams and staff development 2. Focus on continuous improvement and customer service 3. Resolution of complex complaints and monitoring of performance indicators **WHAT WE ARE LOOKING FOR** The Customer Service area of DHL Express Mexico is seeking a Frontline Coordinator. **POSITION OBJECTIVE:** Coordinates the strategic operations of the area, driving high team performance in terms of quality, productivity, efficiency, and leadership to achieve established goals and standards. Identifies improvement opportunities and provides specific, clear, and concise feedback to enhance team performance, ensuring the best experience for customers. **YOUR RESPONSIBILITIES:*** Coordinates, directs, and leads multidisciplinary teams, ensuring optimal performance and leadership from team members under their supervision. * Maintains a motivated and empowered team capable of delivering service excellence. * Fosters a positive learning environment, providing coaching and clear, specific, and timely feedback. * Tracks the agenda and scheduling of activities assigned to their team. * Responsible for the development and growth of their team. * Provides feedback to their team, agreeing upon action plans and programs to improve performance levels to meet established indicators. * Selects, trains, coordinates, evaluates, and recognizes personnel under their supervision. * Ensures continuity and follow-up of activities required for COE compliance. * Promotes reduction of incidents through the design and implementation of strategies with their team and other functional areas of the company. * Embraces a continuous improvement mindset, leading new initiatives that help deliver better service to our customers. * Monitors and controls performance indicators to detect service deviations, implementing preventive, corrective, and transformative actions as needed. * Resolves escalated complex customer complaints. * Ensures execution of the Contingency Plan and, if necessary, supports service recovery by taking calls. Responsible for ensuring compliance with the Internal Work Regulations and disciplinary measures. * **PROFILE:*** Bachelor’s degree (completed) * Advanced English * Intermediate to advanced Excel * Team leadership * Knowledge of DHL products, policies, and procedures * Excellent verbal and written communication skills * Self-direction and decision-making ability * Negotiation and conflict management skills * Customer service orientation and passion * Ability to work under pressure Ability to prioritize multiple projects and tasks * **WE OFFER:**At DHL, our goal is to enhance our employees’ personal lives through competitive compensation packages and a broad range of programs, services, and benefits. * Employment type: Permanent * Competitive salary * Year-end bonus: 30 days * Meal vouchers: 18%* * Vacation bonus: 100% * Savings fund* * Life insurance * Major medical insurance * Additional rest days * Development plans Performance bonuses (where applicable) * Apply now by clicking “Apply Now,” uploading your CV online, and completing your profile and questions. If your CV is preselected, our Recruitment team will contact you and invite you to an initial interview. We look forward to receiving your application! DHL is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.