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
