Customer Service Lead - KBL at DHL

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.