DHL Courier Customer Services Officers (2 Posts)
Listing Reference: AV-282503 Listing Status: Open
Position Summary
Company: DHL Supply Chain (South Africa) (Pty) Ltd. Industry: Logistics and Supply Chain Job Category: Customer Service Location: Boksburg, Gauteng, South Africa Contract Type: Full-Time, Permanent Remuneration: Market-Related EE position: No Closing Date: Not Specified
Introduction
DHL Supply Chain, a division of Deutsche Post DHL Group, stands as a global leader in logistics and mail services. With a presence in over 220 countries and territories, DHL is renowned for its commitment to quality, sustainability, and utilizing global trade to connect people and improve lives. As Europe’s largest postal service and a leader in international express delivery and contract logistics, DHL offers a dynamic and fast-paced work environment.
Currently, DHL Supply Chain South Africa seeks dedicated and proactive individuals to join their team as Customer Services Officers in Boksburg, Gauteng. This role is ideal for those passionate about delivering exceptional customer service while navigating a fast-paced logistics environment.
Job Description:
As a Customer Services Officer at DHL, you will act as a vital communication link between Key Account Managers (KAMs), clients, and business partners. Your role will focus on maintaining service excellence while efficiently managing customer service functions. This includes processing orders, managing queries, coordinating stock availability, handling pricing discrepancies, and managing order returns.
Key Responsibilities:
• Day-to-Day Order Management:
- Ensure timely processing of all daily orders received before 15:30.
- Handle orders received post-15:30 for processing the following day.
- Collaborate with stakeholders to address order changes promptly.
- Save orders on the P-Drive and refresh them on SAP.
- Address EDI rejections, late orders, late bookings, and pricing issues.
- Coordinate pallet configurations for designated delivery days.
• Query Management:
- Respond promptly to customer queries via email or telephone by 17:00.
- Maintain open communication with customers while awaiting feedback.
- Liaise with the Customer Service Supervisor for critical queries.
• Stock Management:
- Oversee the Cut Authorization process to ensure seamless order fulfillment.
- Coordinate urgent deliveries and check stock availability.
- Ensure accurate stock allocation per customer order.
• Pricing and Uplifts:
- Escalate price variances between SAP and customer copies to the KAM and Sales Coordination.
- Efficiently manage order returns following appropriate reason codes.
• Reporting:
- Prepare and share daily and weekly reports, including VA05, Daily Order Analysis, Strike Rate reports, and ZOO reports.
- Submit weekly reports for PnP and Makro clients, and Smollans reports on Fridays.
Ideal Candidate:
To thrive in this role, you should have a minimum of 2-3 years of experience in customer service within warehousing or logistics. A solid understanding of SAP systems, proficiency in Excel and Word, and effective communication skills are essential.
Skills & Attributes:
• Strong customer focus with the ability to build effective relationships. • Excellent verbal and written communication skills. • Effective problem-solving abilities with a proactive approach. • Competency in handling complex order management processes. • Ability to work efficiently under pressure. • Organizational skills with keen attention to detail. • Strong interpersonal skills for collaboration with stakeholders. • Professionalism and commitment to DHL’s core values.
If you are a dynamic, solution-oriented individual looking to advance your career in a global logistics leader, this position as a Customer Services Officer at DHL could be the perfect opportunity for you.
