Customer Services Officer at DHL Supply Chain

Key areas of responsibility include:

Proactive day to day order management

• Ensure that all orders received daily on or before 15h30 are processed/captured on day received, all orders received post 15:30 to be captured the following day
• Communicate any changes with Vital and CCT to respective stakeholders
• 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 to designated days
• Management of Pallet Configuration

Query management

• Ensure response to queries received (Email/Telephonic) are responded to before 17:00
• Ensure communication is maintained with the customer in regards to query received while awaiting feedback from the relevant department (via email and copy the Customer Service Supervisor).

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 Authorisation processes
• Check stock availability and co-ordinate urgent deliveries where 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 loading of uploads on Pride

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 to be shared with relevant stakeholders)
• Daily Order Analysys 
• Strike Rate report submitted weekly for PnP and Makro clients
• Smollans report sent weekly on Fridays
• ZOO report submitted daily

Adhoc

• 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

Qualifications/Experiences

• Matric
• 2-3 Years CSO experience in warehousing/logistics