Team Lead Query Handling

DHL is hiring a Query Handling Team Lead to join its Heredia, Costa Rica AR team. The role is responsible for ensuring the timely and accurate resolution of customer and stakeholder queries through effective leadership, coaching, monitoring, and development of the Query Handling team. The Team Lead will drive operational excellence, enhance customer satisfaction, ensure compliance with established Order-to-Cash (OTC) processes, and support continuous improvement initiatives across the Accounts Receivable function.

Main Responsibilities

• Ensure timely and effective resolution of customer, country, and internal stakeholder queries in accordance with agreed service levels.
• Lead, coach, monitor, and develop a team of Query Handling Specialists to achieve performance and quality objectives.
• Review daily team workload and allocate resources to ensure optimal productivity and service delivery.
• Monitor team KPIs, productivity, backlog, aging, and resolution effectiveness, implementing corrective actions when necessary.
• Act as the primary escalation point for complex or sensitive customer inquiries and dispute-related issues.
• Build and maintain strong relationships with country teams, customers, Credit Management, Cash Application, Collections, and other OTC stakeholders.
• Drive continuous improvement initiatives to optimize query resolution processes, reduce recurring issues, and improve customer experience.
• Ensure compliance with departmental policies, procedures, and internal controls.
• Prepare and analyze operational reports to identify trends, root causes, and improvement opportunities.
• Collaborate with cross-functional teams to resolve process gaps and enhance end-to-end OTC performance.
• Support training, onboarding, and knowledge-sharing initiatives to strengthen team capabilities.
• Recruit, build, manage, and develop a team of motivated staff members to maximize performance and deliver agreed objectives.
• Provide effective leadership, coaching, people management, and guidance while fostering an inclusive and collaborative work environment.

Skills & Qualifications

• Bachelor’s degree in business administration, Accounting, Finance, or related field.
• Minimum 3 years of leadership experience within Accounts Receivable, Customer Service, OTC, or Shared Services environments. (externo)
• At least 1 year of demonstrated experience leading cross-functional projects, continuous improvement initiatives, and migration or transformation programs, with a proven track record of driving execution, influencing stakeholders, and delivering measurable business outcomes. (interno)
• Proficient level of English knowledge (Intermediate to Advanced).
• Advanced MS Office knowledge, particularly Excel and reporting tools.
• Strong analytical and problem-solving skills.
• Intermediate presentation and facilitation skills.
• Proven leadership and team development skills.
• Effective verbal and written communication skills.
• Strong stakeholder management and customer-facing capabilities.
• Excellent customer service orientation and ability to manage escalations.
• Ability to work in a fast-paced, multicultural environment.
• Continuous improvement mindset with experience identifying and implementing process enhancements.

Preferred Qualifications

• Experience with SAP and Accounts Receivable processes.
• Knowledge of OTC processes, dispute management, and query resolution workflows.
• Experience managing KPIs, SLAs, and operational performance metrics.