Team Leader

Location: GSC BOG

The Team Leader – Sales will lead the GSC Bogotá Sales service line teams (such as Sales Support, Digital Sales and After Sales) that enable DHL Global Forwarding's commercial organization to win and grow business. The team supports global and regional Business Partners, including DGF US, through services such as sales performance reporting, lead research and qualification, customer onboarding, bid and contract support, and sales management support.

Title: Team Leader (Sales)

This role sits at the intersection of people leadership and commercial performance. The Team Leader is accountable for service delivery against the agreed SLAs, for strong and trusted relationships with Business Partners and, above all, for building a motivated, high-performing team that grows the next generation of leaders.

We are looking for a leader who develops people as intentionally as they deliver results: someone who grows new leaders within the team, keeps engagement high in a fast-paced environment, leads with data, and brings a commercial mindset to every conversation with the business.

Key Responsibilities

People Leadership & Leadership Development

• Lead, develop and inspire a growing team of Sales professionals across multiple service teams, promoting a culture of accountability, collaboration, respect and high performance.
• Build a strong leadership bench within the team: identify high-potential team members, give them real ownership of services, projects and team routines, and develop their leadership skills through coaching, stretch assignments and individual development plans.
• Keep the team motivated and engaged through consistent recognition (e.g., Hi5s, Star of the Month nominations), transparent communication and a positive, inclusive team climate; follow up on engagement results (EOS) and act on them.
• Run weekly Performance Dialogs and one-on-one coaching sessions with clear, data-based feedback, and follow up on performance and development commitments.
• Identify training needs and coordinate upskilling in commercial processes (lead management, customer onboarding, bid support and sales reporting), freight forwarding products, tools, communication and stakeholder management.
• Participate in hiring and onboarding of new team members, including technical assessments, ensuring new hires reach production readiness quickly.

Service Delivery & Performance Management

• Own the day-to-day delivery of the agreed Sales services in adherence to SLAs and SOPs, monitoring volume, turnaround time (TAT), accuracy, FTE utilization, errors, complaints and Business Partner satisfaction (NPA and case rating).
• Manage workload distribution, capacity planning and prioritization across teams, anticipating volume changes and proactively flagging risks, bottlenecks and required capacity actions.
• Lead root-cause analysis and corrective and preventive action plans (CAPA) for errors and complaints, focusing on fixing processes rather than blaming individuals. Manage escalations and complex scenarios with a solution-oriented and professional approach.

Business Partner Management & Commercial Enablement

• Act as the single operational point of contact for regional and country Sales organizations (Sales Heads, KAMs, Digital Sales Executives and other Business Partners), ensuring clear, timely and professional communication.
• Lead monthly Service Performance Reviews and Quarterly Business Reviews (QBRs), presenting results, insights and action plans at executive level.
• Understand the commercial goals behind each service (lead conversion, bid success, customer onboarding) and translate them into clear team priorities.
• Identify opportunities to expand the service portfolio to new services, countries or Business Partners, and support the business case, transition and onboarding of the new scope.

Continuous Improvement & Digitalization

• Drive the standardization, automation and scalability of processes and reporting (dashboards, trackers, workflow automation) in partnership with OPEX and digital teams.
• Document processes (SOPs and process maps) and lead the implementation of process changes and transitions, including UAT, go-live and handover to steady state.

What We Are Looking For

• Leader of leaders: sees developing new leaders as a core part of the job, shares ownership and trusts the team to lead.
• Energizing and close to the team: keeps people motivated and connected, adapting the leadership style to a diverse, hybrid team and making work meaningful.
• Data-driven: makes decisions and gives feedback based on facts and KPIs, not opinions.
• Commercially minded: understands how GSC Sales helps DHL win and keep customers, and looks for new