DHL Express Japan Was Honored With “The Leader of the Year” and “The Management of the Year” at the Contact Center Awards 2025

DHL Express, the world’s leading international express service provider, has been honored with the “Leader of the Year" and “Management of the Year" at the Contact Center Awards 2025. Both awards aim to recognize the achievements and initiatives of contact centers and are presented to frontline managers who are recognized as exemplary professionals in the industry. This is the fourth consecutive year that DHL Japan has won the "Management of the Year" award and the 12th consecutive year that it has won the "Leader of the Year" award.

The "Leader of the Year" award went to Naoto Horikoshi, a supervisor at Customer Care. He was recognized for his ability to inspire and motivate each team member through daily communication, his success in resolving long-standing issues of inconsistent service quality, and the strong trust he has built with his team members. 

The "Management of the Year" award went to Hisakazu Shiomachi, a key account support manager. He was commended for his leadership in listening attentively to frontline feedback while driving both strategy and execution in unison. His commitment to achieving “the world’s best customer service,” and his ability to lead transformative initiatives with the understanding and active engagement of employees, were highly acclaimed.

Tony Khan, President and Representative Director of DHL Express Japan, said, "Quality customer experiences are key to customer satisfaction and differentiate us from competitors. I am filled with pride that our relentless efforts to empower our employees with autonomy and establish regular customer service training have produced results. This recognition is the result of the continuous efforts of our Customer Service team and a testament to the passion and professionalism of each and every employee. Delivering high-quality experiences at every customer touchpoint is one of our most important missions. We will continue to empower our people and remain committed to providing industry-leading service.”

Since 2005, DHL Express has been honored 10 times at the Contact Center Awards as below:

• Productivity award in 2005
• Gold and Profit award in 2006
• Silver award and Productivity award in 2007
• Best on People Management award in 2012 and 2014
• Operation award in 2015
• Special Jury Award in 2022
• Legendary Award in 2023

The award is organized by RIC Telecom’s Computer Telephony editorial department with the support of e-Partners, Inc.