The Customer Service Lead is a critical role responsible for overseeing the entire order-to-delivery process, specifically focusing on managing relationships with key distributors and coordinating logistics with drivers. Close collaboration with the internal KBL customer service team is essential. 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 timely processing, dispatch, and delivery of all orders.
- Coordinate with the KBL customer service team regarding order entries, updates, and necessary modifications.
- Serve as the main point of contact for key distributors, addressing inquiries or issues related to order status, delivery schedules, and product availability.
- Build and maintain strong relationships with key distributors to meet their needs and facilitate smooth operations.
- Proactively identify and resolve issues arising during the order-to-delivery process, including delays, product shortages, or distribution challenges.
- Implement corrective actions 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 maintain consistent delivery standards.
- 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 specific focus on order-to-delivery processes.
- Understanding of 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, and gains management / colleague support to meet customer needs.
- Communicates strategy and 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.
- Provides employees, colleagues, and business partners with candid and regular feedback and development opportunities.
- Conveys a clear sense of personal goals and values and actively seeks feedback to improve performance.
Languages
- Fluency in English and Kiswahili, both verbal and written, is required.
