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.