📍 Job Overview

Job Title: ADC Customer Support Supervisor
Company: DPDHL
Location: Heredia, Costa Rica
Job Type: On-site
Category: Customer Support & Service
Date Posted: June 19, 2025
Experience Level: 2-5 years

🚀 Role Summary

Lead and motivate a team of Advanced Duty Collection (ADC) Agents to achieve high collection rates and exceptional customer satisfaction.
Manage inbound and outbound customer interactions, ensuring timely resolution of queries and complaints while adhering to DHL standards.
Oversee the collection of Duty/VAT charges, ensuring compliance with predefined criteria and the Global ADC Treatment Plan.
Promote a healthy workplace environment and foster a positive team culture.

📝 Enhancement Note: This role requires a strong customer-centric mindset, excellent leadership skills, and the ability to thrive in a dynamic, fast-paced environment. Familiarity with logistics products and the customs clearance process would be advantageous.

💻 Primary Responsibilities

Team Leadership & Development:
- Recruit, train, and manage a motivated team of ADC Agents to maximize performance and achieve departmental objectives.
- Provide frontline support to agents, addressing complex queries and promoting online payment options for customer convenience.
Customer Experience Management:
- Handle inbound and outbound customer interactions related to customs fees, ensuring timely resolution of queries and complaints while adhering to DHL standards.
- Maintain high levels of customer satisfaction by consistently delivering exceptional service.
Collection Process Oversight:
- Oversee the collection of Duty/VAT charges, ensuring compliance with predefined criteria and the Global ADC Treatment Plan for consistent messaging across regions.
- Identify opportunities for service enhancement and operational efficiency, proposing and implementing innovative solutions to streamline the collection process.
Performance Monitoring & Improvement:
- Track and analyze key performance indicators (KPIs) such as collection rates, customer satisfaction scores, and turnaround times, implementing improvement strategies as needed.
- Deliver regular reports on team performance, collection metrics, and customer feedback to management, highlighting areas of success and opportunities for improvement.
Stakeholder Engagement & Process Improvement:
- Build and maintain relationships with internal and external stakeholders, acting as a point of escalation for complex issues and ensuring effective communication across departments.
- Collaborate with cross-functional teams to identify and implement process improvements that enhance customer experience and drive operational efficiency.

🎓 Skills & Qualifications

Education:

Bachelor’s degree in Customer Service, Business Administration, or a related field.

Experience:

Minimum of 2 years in customer service roles, with at least 1 year in a supervisory capacity, preferably in a logistics or financial environment.

Required Skills:

Leadership Skills: Strong ability to inspire and lead a team, fostering a positive and productive work environment.
Customer Centricity: Deep commitment to understanding and addressing customer needs, ensuring a high level of satisfaction.
Analytical Skills: Proficient in analyzing performance data to drive improvements in service delivery and collection rates.
Communication Skills: Excellent verbal and written communication skills, capable of effectively conveying information to diverse audiences.
Problem Solving: Strong problem-solving abilities, with a focus on innovative and creative solutions to enhance customer experience.
Technical Proficiency: Familiarity with tools such as MCT, ADC systems, and basic knowledge of Microsoft Office applications (Outlook, Excel, PowerPoint).

Preferred Skills:

Knowledge of logistics products and the customs clearance process.
Fluency in additional languages relevant to the region.

Language Skills:

Intermediate proficiency in English (B2 or above).

📊 Web Portfolio & Project Requirements (N/A for this role)

💵 Compensation & Benefits

Salary Range:

The salary range for this role in Costa Rica is approximately ₡5,500,000 - ₡7,000,000 per year (USD $10,000 - $12,500 per year), based on regional market standards and the candidate's level of experience.

Benefits:

Competitive benefits package, including health insurance, retirement plans, and employee discounts on DHL services.
Opportunities for professional development and career growth within the DPDHL Group.

Working Hours:

Full-time position with a standard workweek of 40 hours, Monday through Friday, from 8:00 AM to 5:00 PM, with a one-hour lunch break.

📝 Enhancement Note: The salary range provided is an estimate based on regional market data and may vary depending on the candidate's level of experience and the company's internal compensation structure.

🎯 Team & Company Context

🏢 Company Culture

Industry:

The DPDHL Group is a global leader in the logistics industry, providing express, parcel, e-commerce, and contract logistics services.

Company Size:

With over 550,000 employees in more than 220 countries and territories worldwide, DPDHL offers a dynamic and multicultural work environment.

Founded:

Established in 1969, the DPDHL Group has a rich history and a strong commitment to innovation, sustainability, and social responsibility.

Team Structure:

The ADC Customer Support Supervisor will lead a team of Advanced Duty Collection Agents, working closely with cross-functional teams to ensure efficient and effective collection processes.
The role reports directly to the ADC Team Manager and collaborates with various departments, including Customs Brokerage, Operations, and Customer Service.

Development Methodology:

DPDHL follows a structured approach to process improvement, using tools such as Lean Six Sigma and Kaizen to drive operational excellence.
The company fosters a culture of continuous learning and development, encouraging employees to enhance their skills and advance their careers within the organization.

Company Website:

DPDHL Group

📝 Enhancement Note: DPDHL's strong commitment to sustainability and social responsibility makes it an attractive employer for candidates seeking to make a positive impact on the world.

📈 Career & Growth Analysis

Web Technology Career Level:

The ADC Customer Support Supervisor role is a mid-level management position, focusing on team leadership, process improvement, and stakeholder engagement.

Reporting Structure:

The role reports directly to the ADC Team Manager and is responsible for leading a team of Advanced Duty Collection Agents.
The ADC Team Manager is part of the Customs Brokerage department, which falls under the broader Operations division.

Technical Impact:

The ADC Customer Support Supervisor plays a crucial role in ensuring efficient and effective collection processes, which directly impacts the company's bottom line and customer satisfaction scores.
By leading a team of ADC Agents and driving process improvements, the supervisor can significantly enhance the company's collection rates and customer experience.

Growth Opportunities:

Team Leadership: Develop and refine leadership skills by managing a team of ADC Agents and driving their professional growth.
Process Improvement: Gain experience in process improvement and project management by identifying and implementing service enhancements and operational efficiencies.
Cross-Functional Collaboration: Build strong relationships with internal stakeholders, gaining exposure to various aspects of the logistics and customs clearance processes.
Career Progression: With the DPDHL Group's extensive global network, there are ample opportunities for career progression within the organization, both horizontally and vertically.

📝 Enhancement Note: The ADC Customer Support Supervisor role offers a unique opportunity for candidates to develop their leadership and process improvement skills while making a tangible impact on the company's success.

🌐 Work Environment

Office Type:

The role is based in Heredia, Costa Rica, at the DPDHL Group's regional office, which offers a modern and collaborative work environment.

Office Location(s):

Heredia, Costa Rica
- Address: La Rivera de Belen, Heredia, Costa Rica
- Accessibility: The office is located near public transportation routes and has ample parking available for employees.

Workspace Context:

The ADC Customer Support Supervisor will work in an open-plan office environment, sharing space with the ADC Team and other cross-functional teams.
The workspace is equipped with modern technology, including computers, printers, and high-speed internet access.
The office fosters a collaborative and inclusive work culture, with regular team meetings and social events.

Work Schedule:

The role follows a standard workweek of 40 hours, Monday through Friday, from 8:00 AM to 5:00 PM, with a one-hour lunch break.
The work schedule may vary depending on business needs, and the supervisor may be required to work additional hours or be on-call to address critical issues.

📝 Enhancement Note: The DPDHL Group's global presence and diverse workforce create a dynamic and multicultural work environment, offering employees the opportunity to work alongside colleagues from various backgrounds and gain exposure to international best practices.

📄 Application & Technical Interview Process

Interview Process:

Initial Screening: A brief phone or video call to assess the candidate's communication skills, cultural fit, and basic understanding of the role.
Behavioral Interview: A more in-depth conversation to evaluate the candidate's leadership skills, problem-solving abilities, and customer-centric mindset.
Case Study Presentation: The candidate is asked to present a case study demonstrating their approach to a complex customer service challenge, highlighting their analytical skills and strategic thinking.
Final Interview: A meeting with the ADC Team Manager and other key stakeholders to discuss the candidate's fit for the role and the team's long-term goals.

Portfolio Review Tips:

As this role does not require a traditional web portfolio, candidates should focus on preparing a comprehensive case study that showcases their problem-solving skills, leadership abilities, and customer-centric approach.

Technical Challenge Preparation:

Familiarize yourself with the DPDHL Group's products and services, as well as the customs clearance process and relevant industry regulations.
Brush up on your knowledge of customer service best practices, process improvement methodologies, and team leadership strategies.
Prepare for behavioral interview questions by reflecting on your past experiences and accomplishments, focusing on your ability to drive results and make a positive impact on customer satisfaction.

ATS Keywords:

Customer Service, Team Leadership, Process Improvement, Stakeholder Management, Customer Experience, Customer Satisfaction, Collection Rates, Customs Clearance, Logistics, Supply Chain, Operations, Management, Supervision, Spanish, English, Bilingual, Multicultural, Global, DPDHL, DHL, Customer Support, ADC, Duty Collection, VAT, Customs Fees, Customer Service Representative, Supervisor, Manager, Team Management, Customer Centricity, Analytical Skills, Communication Skills, Problem Solving, Leadership Skills, Customer Service Representative, Customer Service Supervisor, Customer Service Manager, Customer Experience Manager, Operations Manager, Logistics Manager, Supply Chain Manager, Customer Support Specialist, Customer Support Supervisor, Customer Support Manager, Customer Service Team Lead, Customer Service Team Manager, Customer Service Director, Customer Experience Director, Customer Support Director, Customer Support Team Lead, Customer Support Team Manager, Customer Support 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Customer Service Supervisor, Customer Service Manager, Customer Experience Manager, Operations Manager, Logistics Manager, Supply Chain Manager, Customer Support Specialist, Customer Support Supervisor, Customer Support Manager, Customer Service Team Lead, Customer Service Team Manager, Customer Service Director, Customer Experience Director, Customer Support Director, Customer Support Specialist, Customer Support Supervisor, Customer Support Manager, Customer Service Representative, Customer Service Supervisor, Customer Service Manager, Customer Experience Manager, Operations Manager, Logistics Manager, Supply Chain Manager, Customer Support Specialist, Customer Support Supervisor, Customer Support Manager, Customer Service Team Lead, Customer Service Team Manager, Customer Service Director, Customer Experience Director, Customer Support Director, Customer Support Specialist, Customer Support Supervisor, Customer Support Manager, Customer Service Representative, Customer Service Supervisor, Customer Service Manager, Customer Experience Manager, Operations Manager, Logistics Manager, Supply Chain Manager, Customer Support Specialist, Customer Support Supervisor, Customer Support Manager, Customer Service Team Lead, Customer Service Team Manager, Customer Service Director, Customer Experience Director, Customer Support Director, Customer Support Specialist, Customer Support Supervisor, Customer Support Manager, Customer Service Representative, Customer Service Supervisor, Customer Service Manager, Customer Experience Manager, Operations Manager, Logistics Manager, Supply Chain Manager, Customer Support Specialist, Customer Support Supervisor, Customer Support Manager, Customer Service Team Lead, Customer Service Team Manager, Customer Service Director, Customer Experience Director, Customer Support Director, Customer Support Specialist, Customer Support Supervisor, Customer Support Manager, Customer Service Representative, Customer Service Supervisor, Customer Service Manager, Customer Experience Manager, Operations Manager, Logistics Manager, Supply Chain Manager, Customer Support Specialist, Customer Support Supervisor, Customer Support Manager, Customer Service Team Lead, Customer Service Team Manager, Customer Service Director, Customer Experience Director, Customer Support Director, Customer Support Specialist, Customer Support Supervisor, Customer Support Manager, Customer Service Representative, Customer Service Supervisor, Customer Service Manager, Customer Experience Manager, Operations Manager, Logistics Manager, Supply Chain

ADC Customer Support Supervisor