Customer Operations Group Specialist at DHL

• Ready to lead operational excellence and deliver premium service experiences? As a Customer Operations Specialist, you’ll be the strategic driver ensuring compliance, efficiency, and customer satisfaction across all operational touchpoints. You’ll manage complex customer solutions, and shape processes that keep DHL at the forefront of global logistics.

What You’ll Own

Regulatory Compliance & Quality Assurance

• Uphold the highest standards of ISO, GSOP, and legal compliance.
• Ensure all operational solutions adhere to Standard Operating Procedures (SOPs).
• Embed a "First-Time Resolution" culture within all customer interactions

Strategic Customer Solutions & Onboarding

• Design and implement bespoke, complex operational processes (BIC solutions).
• Lead major customer onboarding, including readiness assessments and gap analysis.
• Partner with Sales on RFIs/RFQs, contract reviews, and technical approvals.

Financial Management & CAPEX

• Take ownership of In-house P&L and monthly cost performance trends.
• Drive cost-control procedures and assist with CAPEX forecasting for staffing and equipment.
• Ensure billing accuracy and timely revenue collection.

Performance & Relationship Management

• Act as the strategic interface between Sales, IT, Finance, and Operations.
• Lead Quarterly and Monthly Business Reviews (QBRs/MBRs).
• Utilize data-driven insights and Root Cause Analysis (RCA) to drive continuous improvement

Network Integrity & Control

• Lead the Network Operations Control (NOC) and Joint Operations Control (JOC) for South Africa.
• Ensure strict adherence to security protocols and shipment integrity.
• Manage cross-functional incidents, ensuring corrective actions are tracked and resolved

What We’re Looking For

• 5–7 years’ experience in logistics/transportation and operational management.
• Proven ability to design and implement complex customer solutions.
• Strong knowledge of compliance, GSOP, and express network operations.
• Expertise in cost management, risk mitigation, and process optimization.
• Business-related qualification (Postgraduate in Business Management is an advantage).
• Cross-regional or multi-country experience preferred.