Customer Service Officer

Dhl; Gauteng; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading logistics company based in South Africa is seeking a Customer Service Officer to manage order processing and enhance customer relationships. The ideal candidate will have 2-3 years of experience in logistics, proficiency in SAP, and strong interpersonal skills. This role demands effective communication and problem-solving abilities to ensure service excellence.

Qualifications

• 2-3 years Customer Service Officer experience in warehousing or logistics.
• Good understanding of SAP systems.
• Ability to work in a pressurized environment.

Responsibilities

• Manage day-to-day order processing ensuring timely handling.
• Communicate order changes to relevant stakeholders.
• Handle customer complaints effectively and timeously.

Skills

Customer focus

Communication – verbal and written

Interpersonal relations

Planning & organisation

Teamwork

Education

Matric

Tools

SAP

Excel

Word

Job description

About DHL

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 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.

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 15:30 are processed on day received; all orders received post 15:30 captured the following day.
• Communicate any changes with Vital and CCT.
• Management of Special Request processes; Removal of all errors.
• Saving of orders on P-Drive.
• Refreshing of orders on SAP.
• Liaison of EDI rejections, late orders, late bookings, unclear order copies and pricing.
• Allocate 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 coordinate urgent deliveries when nominated delivery days were missed.
• Ensure stock allocation per customer order.

Pricing

Escalation of all price variances between SAP and Customer Copy to KAM and 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 requirements 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 and 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.

DPDHL Core 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

• 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.
• Teamwork.
• Answer all calls in a professional manner.
• Maintain a professional image at all times.
• Orders are taken in a professional manner.
• Work with Kellogg's / DHL values.
• Effective customer relationships with internal and external customers.
• Ensure that all orders received by 15:30 are processed each day.
• Ensure that all processed orders are clean to enable system release.

Qualifications

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.

Languages

English verbal and written.