At DHL Group, people mean the world to us. That’s why our goal has always been to attract and retain the best talent over the world. We provide challenge and opportunity for personal and professional development. We recognize the difference you bring to our business, and together we share the pride of building the logistics company for the world.
Under the DHL Supply Chain umbrella, one of the business units of DHL, we provide customized logistics and industry solutions in the areas of supply chain management, warehousing, distribution, value-added services, and lead logistics provider services for our customers – helping them deliver better results every day.
Are you a customer service expert who is passionate about customer experience, and leadership in supporting the operations team as a Customer Service Lead in a busy environment that offers leading logistics solutions to clients in an efficient and effective manner? We are looking for someone with mid-level experience in customer service function as a Customer Service Lead to support the operations team. As a Customer Service Lead, you shall be expected to oversee entire KBL order-to-delivery process, with a strategic focus on managing key distributor relationships, optimizing driver coordination, and leading collaboration efforts with the KBL customer service team.
About The Role Key Duties And 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, collaborating closely with the Digitally Connected Transport (DCT) control tower to provide real-time updates on order status, delivery schedules, and product availability.
- Proactively manage customer relationships to address any inquiries or issues, ensuring a seamless flow of information and 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.
- Work closely with the KBL customer service team to align on order priorities, delivery schedules, and customer communications.
- Build and maintain strong, value-driven partnerships with key distributors by anticipating their needs, resolving challenges promptly, and enhancing overall customer satisfaction.
- Continuously collaborate to drive efficiency, adding value to both our operations and the distributor’s business goals.
- 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.
- Identify opportunities to enhance the order-to-delivery process, focusing on efficiency, accuracy, and customer satisfaction.
- Lead initiatives to streamline processes, reduce lead times, and improve the overall customer experience.
- 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.
About You
- Bachelor’s degree in business, Supply Chain Management, or a related field.
- Minimum of 5 years of experience in customer service Lead or equivalent position
- Experience working in a logistics company, or supply chain management, with a focus on order-to-delivery processes.
- Experience working with key distributors and managing large-scale delivery operations.
- Well organized individual and results oriented.
What We Offer
- Extensive learning and development opportunities.
- Comprehensive health insurance cover – Inpatient / Outpatient / Dental / Optical.
- Tools for the assigned tasks and for results delivery.
