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
