Customer Service Officer at DHL Supply Chain

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 
• 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 co-ordinate urgent deliveries were 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 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 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
• racking 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
• 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. 

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.