Customer Service Officer

DHL Germany; Boksburg; On-site; ZAR 200,000 - 300,000; Full time

Job summary

An international logistics leader is seeking a Customer Service Officer in Boksburg. The role involves managing customer orders, ensuring efficient communication, and maintaining high service standards. Candidates should have at least 2-3 years of experience in logistics, strong SAP knowledge, and effective communication skills. This position is key in providing excellent customer service and operational efficiency.

Qualifications

• 2-3 Years CSO experience in warehousing/logistics.
• Ability to follow work procedure and safety rules.
• Ability to work in a pressurized environment.

Responsibilities

• Proactively manage customer orders and ensure efficient processing.
• Communicate changes with relevant stakeholders.
• Handle customer complaints effectively and timeously.

Skills

Customer focus

Interpersonal relations

Communication - verbal and written

Listening skills

Planning & organisation

Team work

Education

Matric

Tools

SAP systems

Excel

Word

Job description

BE PART OF THE WORLD’S LARGEST LOGISTICS COMPANY

Deutsche Post DHL Group is the world’s leading logistics and mail company.

We’re one of the world’s largest employers, operating in over 220 countries and territories. We’re Europe’s largest postal service, partner for eCommerce and pioneers in secure digital communication. We’re number one in contract logistics and international express delivery, and a leader in the forwarding business.

Join us and you’ll be working for a global company that’s focused on service, quality, and sustainability, and using the power of global trade to connect people and improve lives.

And not just for our customers, but for every member of our Group too.

At DHL Supply Chain South Africa, we’re looking for…

Vacancy

Customer Service Officer (Kellanova Boksburg)

Job Purpose

To proactively provide a central point of communication for customer service and the operational link between KAMs, Clients, and all business partners while achieving & sustaining service excellence

Key areas of responsibility include:

Proactive day to day order management:

• Ensure that all orders received on or before 15h30 are processed on day received.
• All orders received post 15:30 to be captured the following day
• Communicate any changes with Vital and CCT
• Management of Special Request processes
• Removal of all 1970 Errors
• Saving of orders on P-Drive
• Laison of EDI rejections, Late orders, Late bookings, unclear order copies and Pricing
• Locate orders for delivery on designated days
• Management of Pallets Configuration

ZOA and Order Management:

• ZOA reports to be managed at a minimum of 3 times per day, orders on hold, shipping requirements pricing, etc
• Manage outstanding orders and reports

Stock Management:

• Management of Cut Authorization processes.
• Check stock availability and co-ordinate urgent deliveries where nominated delivery days were missed
• Ensure stock allocation per customer order

Pricing:

• Escalation of all price variances between SAP and Customer Copy to KAM
• Sales Coordination via email with needed refreshing of order being completed

Uplifts:

• Accurate management of uplift process

Good Returned:

• Management of Customer Service order return-related processes in line with reason codes in conjunction with GRA department

Key Customer Requirements:

• Management and implementation of customer requirement per key identified customers

Reports:

• VA05(daily and/or weekly where applicable)
• Daily Order Analysis
• Strike Rate report submitted weekly for PnP and Makro clients
• Report sent weekly on Fridays
• Zoo report updated daily

Ad hoc

• Raise any potential issues to other areas of the business and proactively resolve any issue raised
• Communicate to relevant customs and stakeholders efficiently and timeously
• Provide feedback on delivery issues to customers efficiently and timeously
• Handling of all customer complaints effectively and timeously
• Building of required key stakeholder relationships in relevant departments to manage queries
• Tracking of Orders as and when requested

Competencies & Skills.

• Maintains effective relationships with customers
• Develops / Delivers high quality / innovative products, services or solutions
• Focuses on customer needs and gains their commitment
• Gains management / colleague support to meet customer needs
• Ensures strategies / plans are aligned and reflect others' views
• Develops strategies / plans aligned to broader organizational strategy
• 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 candid / regular feedback
• Supports the development of others
• 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

Skills/Experience

• Matric
• 2-3 Years CSO experience in warehousing/logistics
• Good understanding of SAP systems, Excel & Word
• Ability to follow work procedure and safety rules
• Ability to work in a pressurized environment

Qualifications

• Customer focus
• Interpersonal relations
• Communication - verbal and written
• Listening skills
• Planning & organisation
• Developing self
• Initiative
• Impact & influence
• Information seeking
• Achievement drive
• Follow through on order, query and feedback
• Team work
• Follow through on order, query and feedback
• Answer all calls in a professional manner
• Maintain a professional image at all times
• Orders are taken in a professional manner
• Commitment to work with in Kellogg's/DHL values
• Effective customer relationships with internal and external customers
• Ensure that all orders received by 15h30 are processed each day
• Ensure that all processed orders are "clean" to enable system release

Languages

• English verbal and written.