Role Outline
- The
Customer Service Lead is responsible for overseeing
the entire order-to-delivery process, with a specific focus on managing
relationships with key distributors, coordinating with drivers, and
collaborating closely with the KBL customer service team. The primary goal
is to ensure that all customer orders are delivered on time, maintaining a
high level of customer satisfaction and operational efficiency.
Key
Responsibilities
- Oversee
the end-to-end order-to-delivery process, ensuring that all orders are
processed, dispatched, and delivered on time.
- Coordinate
with the KBL customer service team to manage order entries, updates, and
any required modifications.
- Serve
as the main point of contact for key distributors, addressing any
inquiries or issues related to order status, delivery schedules, and
product availability.
- Build
and maintain strong relationships with key distributors to ensure their
needs are met and to facilitate smooth operations.
- Proactively
identify and resolve any issues that may arise during the
order-to-delivery process, including delays, product shortages, or
distribution challenges.
- Implement
corrective actions as needed to prevent future issues and improve the
overall delivery process.
- Track
key performance indicators (KPIs) related to order processing, delivery
times, and customer satisfaction.
- Prepare
and present regular reports to management, highlighting performance trends
and areas for improvement.
- Manage
the delivery schedule by coordinating with drivers to ensure timely and
accurate deliveries.
- Monitor
driver performance, providing guidance and support to ensure delivery
standards are consistently met.
- Apply
proactive risk management strategies to mitigate potential threats.
- Drive
KPIs to ensure contract fulfillment and meet DHL’s operational
expectations.
- Maintain
strong customer relationships to achieve revenue and profitability
targets.
- Identify,
develop, and empower team members to perform at their best.
- Foster
an inclusive, collaborative, and high-performing workplace culture.
Qualifications
& Experience
- Bachelor’s
degree in Logistics, Supply Chain Management, or a related field.
- Minimum
of 5 years of experience in customer service, logistics, or supply chain
management, with a focus on order-to-delivery processes.
- Strategic
tools/techniques approaches and strategy determination
- Strong
background in customer and supplier relationship management.
- Proficiency
in customer service software, order management systems, and Microsoft
Office Suite.
DPDHL
Core Competencies & Skills
- Maintains
effective relationships with customers
- Develops
and delivers high quality / innovative products, services or solutions
- Focuses
on customer needs and gains their commitment
- Gains
management / colleague support to meet customer needs
- Communicates
strategy
- Establishes
clear, challenging and achievable objectives
- Aligns
resources and the organization within own area of responsibility to
achieve objectives
- Regularly
reviews and communicates progress against objectives and adjusts as needed
- Champions
continuous improvement and innovation.
- Inspires
results and respect by empowerment, accountability recognition and rewards
recognizing the contribution of others
- Provides
employees, colleagues and business partners with candid and regular
feedback
- Provides
employees with development opportunities
- Supports
employees with career opportunities
- Inspires
others to develop themselves
- Conveys
a clear sense of personal goals and values
- Actively
seeks feedback to improve performance
- Develops
new skills and modifies behaviors based on feedback
- Takes
personal responsibility for career and development.
Languages
- English
and Kiswahili- verbal and written.
How to
Apply
