Customer Operations Liaison- P&G Jozi Park at DHL

Job Purpose

• To ensure seamless warehouse operations through proactive daily capacity planning, client engagement, and operational execution. The role focuses on balancing operational efficiency with customer satisfaction by coordinating resources, monitoring KPIs, and driving continuous improvement in a dynamic logistics environment.

Differentiator:

• Individual contributor with the ability to work independently under limited supervision for routine situations to achieve objectives and deliver results with a short-term, operational focus and limited impact on others         
• Requires broad knowledge of operational procedures and tools                                
• May be responsible for leading daily operations

Key Tasks
Operational Planning & Execution:

• Develop and manage daily capacity plans for warehouse operations (inbound/outbound volumes, labor allocation, equipment availability).
• Coordinate order schedules to meet client timelines and mitigate operational constraints. 
• Monitor and update picking plans and execution trackers for accuracy and timeliness.
• Implement contingency plans for urgent or high-priority orders during peak periods.
• Assign routine tasks for smooth execution of critical customer orders and inter-depot replenishments.
• Perform broad range of tasks to ensure fast, reliable, efficient, and cost-effective warehousing of goods.

Client Engagement & Service Excellence:                                

• Act as the primary liaison between operations and client teams to ensure transparency and trust.
• Provide timely updates on order status, exceptions, and corrective actions.
• Follow up with customer planning teams, observe and report on exceptions/events
• Drive customer satisfaction through proactive communication and service reliability.

Performance Monitoring & Reporting:                            

• Track and report on warehouse KPIs (e.g., OTIF, productivity, cost per unit, accuracy).
• Gather data and conduct loss analysis to support decision-making and improvements.
• Prepare and share daily/weekly operational dashboards for internal and client stakeholders.
• Resolve recurring issues and support enhancements to logistics operations work methods focusing on efficiency and cost control.

Continuous Improvement:                

• Identify and implement process enhancements to optimize warehouse throughput and reduce operational costs.                                
• Facilitate problem-solving sessions and training for team members to build capability and resilience.                                
• Support initiatives aligned with Lean principles and supply chain optimization.
• Follow and achieve compliance with laid-down processes and guidelines for safe and efficient operations.

Administrative & Team Support:                                

• Provide timely and effective administrative support to warehousing and distribution teams
• Support team members with data entry, investigations, record-keeping, and maintaining daily execution plan trackers

Stakeholders:                    

• May influence others within the job area through explanation of facts, policies and practices 
• Support and interact with senior colleagues of own and other teams as well as customer seniors and teams                                
• Develop a network of contacts to build up relationships and strengthen the organizational, product market knowledge                                
• Address task-related issues appropriately to maintain work relationships

Management Responsibility:                                

• Individual contributor reporting to DC Manager with dotted line to General Manager and responsibility for leading others                                
• Provide assistance and training to lower level employees                                
• Delegating and reviewing the work of lower level employees

Skills:

• Technical: Warehousing, Capacity Planning, Demand Forecasting, Inventory Control, Transportation Coordination.
• Analytical: Data analysis, KPI tracking, root cause analysis.
• Soft Skills: Stakeholder management, communication, adaptability, problem-solving.
• Tools: Excel, WMS/TMS systems.

Qualifications/Educational Requirements:

• Matric (Grade 12) Essential                                         
• Vocational/Specialized/Technical                                        
• More than 5 years of experience in logistics operations (Development & Execution of operational plans)