DHL is the leading global brand in the logistics industry. Our divisions offer an unrivalled portfolio of logistics services ranging from national and international parcel delivery, e-commerce shipping and fulfillment solutions, international express, road, air and ocean transport to industrial supply chain management. With about 380,000 employees in more...
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Role Context
- Participate in design and ensure implementation of Credit & Collections / Accounts Receivable (OTC) strategy to minimize risk, ensure timely repayments, minimize losses and economic collection of arrears in line with internal and external policies and standards, regulations and compliance requirements
Key responsibilities
- Contribute to the development and implementation of Credit and Collections and Accounts Receivable (OTC) processes including planning, policy design, accounting processes, products, services and budgets
- Oversee and monitor delivery and quality of Credit and Collections, as well as Accounts Receivable processes to minimize risk, ensure timely repayments, accurate recording of transactions, minimize losses and economic collection of arrears
- Develop and ensure implementation of processes for effective credit management
- Ensure compliance with Credit and Collections and Accounts Receivable processes and policies
- Review account status and outstanding balances to prioritize activities for collection and maintenance of customer accounts
- Resolve difficult credit issues, review escalations and oversee timely follow up overdue accounts
- Ensure delivery of projects to improve services or transparency in Credit and Collections and Accounts Receivable
- Explore opportunities and recommend improvements in existing processes, systems and methods for enhanced effectiveness and efficiency
- Handle large or difficult credit accounts to maintain positive customer relations and minimize debts outstanding
- Coordinate with functional or operational area managers to ensure consistency of Accounts Receivable activities with overall customer relations approach
- Oversee and review accuracy of payment processing and application to customer balances in the Accounts Receivable ledger, including reconciliation of cash payments
- Assess and reject or authorize application, and establish appropriate repayment terms to minimize credit risk in accordance with company standards
- Monitor status of Credit and Collections activities to identify problem areas and adapt procedures to improve performance of the team
- Design solutions that reflect best practices such as treatment plans, period end reports, etc.
- Recruit, build, manage and develop a team of motivated staff members to maximize performance and ensure delivery of the agreed objectives.
Minimum Requirements
Education & experience
- University bachelor degree in a business discipline or relevant education
- Post-graduate qualification in Management
- Minimum 5 years of relevant work experience, preferably in the finance accounting field
- Minimum 4 years leadership experience within the contact centre environment/context
- Experience working in a multinational and cross functional teams.
- Experience with SAP/SUN, IBS+, applications and data extraction tools e.g., IBBR, START
- Collection and/or Credit Risk Management experience is preferred
- Managed and implemented large projects of a complex nature
- Able to facilitate training
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- We are looking for a customer-focused, proactive, and solutions-driven Backline Advisor to join our Customs Affairs team. This role is ideal for someone who thrives in a fast-paced environment, enjoys problem-solving, and is passionate about delivering exceptional customer service.
What You’ll Do
As a Backline Advisor, you will:
- Manage customer interactions relating to customs clearance and shipment processing.
- Obtain and verify customs clearance instructions and documentation from customers.
- Collect payments required for customs clearance before submission.
- Take ownership of customer queries and proactively resolve shipment-related issues.
- Deliver outstanding track and trace support while ensuring first-time resolution wherever possible.
- Escalate shipment exceptions in line with global procedures and service standards.
- Handle inbound shipment notifications and provide timely customer updates.
- Ensure compliance with DHL Global SOPs, ISO standards, and customs procedures.
- Maintain service quality while consistently achieving agreed service level targets (KPIs).
- Collaborate with internal stakeholders including Customer Service, Finance, Operations, and Customs teams.
What We’re Looking For
- Matric (Grade 12).
- Degree in Logistics will be advantageous
- Previous Customer Service experience/Call Centre experience.
- Accounts receivable experience.
- Good knowledge of Customs legislation, processes, and procedures.
- Computer literacy.
- Strong customer relationship management skills.
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- Overall management and performance of all Inhouse customer sites, ensuring that customer requirements are met efficiently, professionally, and in accordance with DHL network standards and budget parameters. The role oversees customer solutions agents, onsite customer operations, resources, equipment, consumables, and operational processes, while driving service excellence, operational efficiency, and continuous improvement initiatives.
What you’ll own
- Conduct performance trend analysis to identify opportunities for improving database(CMF) accuracy, service quality, and operational cost efficiency.
- To integrate quality into the business by ensuring that every customer contact is a demonstration of absolute dedication towards providing first time solutions for the satisfaction of the onsite customers immediate and future needs.
- Ensuring that ISO and GSOP procedures are implemented and maintained at the inhouse sites.
- Support internal contacts and operations management in the resolution of service of performance issues for the in-house customers and inhouse sites.
- Support the sales acquisition and customer maintenance processes for inhouse customers to achieve profitable revenue growth for DHL within budget and improved customer satisfaction.
- Assist with budget forecasting for the inhouse group for equipment and permanent staffing.
- Assisting and providing input with regards to on-site co-ordinators planning and specifically forecasting and spending (CAPEX) in order to meet and maintain customer and service standards.
- Direct accountability for the services performance and operational cost for the inhouse group against defined standards and targets.
- Ownership of the inhouse P&L and cost target achievement. Monitor and improve the levels of cost awareness through the review of all cost lines in the monthly cost analysis spreadsheet, and the implementation of proper cost procedures. Review monthly cost trends.
- To ensure that on site customer invoices are received and paid in line with network requirements.
- Where required, to liaise with customers finance departments to ensure timeous payments of invoices and resolving any queries pertaining to the invoices or their account.
- Oversee and review special projects for inhouse customers in conjunction with the solutions specialist. This includes reviewing a business case and project plan.
- Ensure that the project is completed successfully with the given time frame.
- Review the outcome of the project with operations, sales and the inhouse customer detailing the areas of weakness identified during implementation, discuss, and agree on a development plan for further improvement for future projects.
- Monitor operations performance for the inhouse group against scorecard targets; and ensure that actions to reverse identified areas of underperformance are implemented.
- Manage and support business acquisitions and customer relationships, managed from the operational perspective for the inhouse customers.
- These are managed by the national and relationship channels, both directly with customers and in conjunction with appropriate DHL sales management. Identify potential commercial opportunities through customer liaison and assisting in developing strategies to expand business and service levels for the inhouse for the inhouse customers.
- Guide and direct inhouse group to achieve and meet revenue targets.
- Review bi-annual profitability for each inhouse site.
- Recruit, build, manage, and develop a team of motivated staff members to maximize performance and ensure delivery of the agreed objectives.
What we are looking for
- Post graduate & post matric qualification in related field or business management.
- Minimum 5 years’ experience within logistics operations role within a country.
- Experience in customer services and managing stakeholders
- Proven leadership and people management capabilities
- Effective problem-solving, analytical, and decision-making skills.
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Role Context:
- Responsible for efficiently clearing inbound and outbound WPX shipments and international documents.
Key Responsibilities:
- Process and shelve inventory accurately, ensuring export documentation for WPX is prepared correctly for smooth network movement.
- Clear inbound material within 45 minutes of aircraft arrival and verify collected cargo against pre‑alerts, sending upliftment details to destinations.
- Label and shelve high/low‑value shipments, update SIS, and perform daily store and inventory checks to maintain accuracy.
- Monitor bonded shipments, ensuring items older than 14 days are moved to the state warehouse and reported.
- Coordinate multi‑shelf shipments, provide store‑check feedback, and ensure timely dispatch of labelled cargo according to destination codes.
- Process, scan, and route shipments (international, WPX, NCY, COY) with correct destination codes, ensuring upliftment and CIA requirements are met.
- Lodge materials with airlines or road haulers, follow up on upliftment, and attach accurate release documents and invoices.
- Verify shipment piece counts, ensure correct documentation is drawn, and process RIB shipments using correct MWP codes with AWB references in comments.
- Conduct daily bond reconciliations, resolve inventory discrepancies, and ensure paperwork and bagging accuracy.
- Ensure prompt shelving and scanning of Bond shipments, including grouping multiple‑piece shipments and prioritising CSIB‑cleared items.
- Perform re‑weighing for OB DOX/WPX shipments and capture manual volumetrics for oversized pieces.
- Comply with all Global SOP, security protocols, and Part 108 requirements.
- Report damaged, open, or torn shipments and ensure they are documented and sorted to DHL standards.
- Prepare accurate AWBs and breakdowns for airlines, ensuring correct weights, dimensions, and timely drawing of parcel documents for Imports.
- Validate missing documents via GIA, move pre‑cleared shipments promptly, and update DCVS for diversions.
- Complete bond reconciliation and GSOP‑compliant departure reporting and ensure timecard completion.
- Coordinate inbound flight offloading and outbound cargo loading, ensuring compliance with customs procedures and GSOP standards.
- Load cages, bags, ULDs/PMCs with correct tags, ensure seals are managed with Security, remove outdated markings, and comply with weight limits (20kg bags / 50kg heavyweight section).
- Screen goods before lodgement and support safe loading/offloading of vehicles.
- Assist with operational and administrative tasks outside core duties to support business needs.
Minimum Requirements:
- Matric
- Forklift Drivers Licence (as required)
- Valid driver’s licence and PDP (2 years)
- PC Literacy.
- Dangerous Goods Regulations Certificate Category E and DG Load and CAA Part 108 Security cargo awareness (advantageous)
- Previous courier / airfreight experience (advantageous)
- Experience / knowledge of DHL systems (ECIS, SHERLOC, OCNT, CSV, HMS and CALMS)
- Knowledge of customs procedures
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- Step into a role were quality drives excellence. As a Quality Assurance Specialist, you’ll play a critical role in ensuring world-class customer service by embedding quality standards into every interaction. You’ll help shape performance through coaching, insights, and continuous improvement—ultimately enabling first-time resolution and exceptional customer satisfaction.
What You’ll Own
Quality Assurance & Compliance
- Implement ISO standards and DHL policies; ensure team awareness and adherence.
- Ensure adherence to Centre of Excellence Guidelines and GRBP.
- Conduct call evaluations as per agreed ratio and turnaround time.
- Perform root-cause analysis to eliminate recurring issues and maintain quality standards.
- Drive adherence to QA and coaching processes aligned with best practices.
- Support with quartley COE audits
- Conduct calibration sessions with supervisors to ensure consistency in quality measurement.
- Maintain accurate and up-to-date policies, procedures, and working instructions.
Coaching & Development
- Coach supervisors and team leaders on service gaps and effective coaching techniques.
- Conduct quality and coaching workshops as required.
- Document meetings, action plans, and coaching sessions.
- Provide feedback on supervisors’ coaching skills and follow through on action plans.
- Perform one-on-one coaching sessions using remote and side-by-side call assessments.
- Champion Quality of Work Life through Total Quality Management and people development initiatives.
Training Support
- Collaborate with CS Training Manager to identify training needs and develop training plans.
- Conduct and coordinate CS induction training and arrange courses as required.
- Ensure training schedules do not interfere with service levels.
- Liaise with internal/external departments for training enrolment and compliance with NQF standards.
- Maintain training records and compile monthly training reports.
- Assess staff post-training to measure understanding and performance improvement.
Reporting & Analysis
- Analyse trends and compile weekly/monthly QA reports, including quality scores.
- Provide feedback to CS Trainer on performance trends and quality gaps.
- Compile QA and service delivery reports; recommend process improvements.
- Maintain or improve QA scores to meet or exceed 90% target.
- Perform workplace assessments against National Unit Standards for staff pursuing qualifications.
- Support CS Trainer during absence and assist with training-related projects.
- Ensure correct utilization of DHL application tools (e.g., GEMA, NPTS, MCT, CSV, KART, GCCU/WFM).
- CIS Facilitation.
- Participate in occasional projects and assignments as defined by management.
Leadership & Engagement
- Build strong relationships with management and stakeholders.
- Support initiatives to improve morale and motivation within the department.
- Promote DHL’s ICCC and CIM behaviours through active leadership and campaigns.
- Ensure fair and consistent application of rules and maintain an open-door policy.
What We Are Looking For
- Diploma or Degree in Quality Management, Customer Service, or a related field.
- Minimum 3 years in Quality Assurance within a contact centre environment.
- Minimum 2 years Call Centre Operations and call centre systems knowledge.
- Good operational knowledge and proven understanding of the DHL Network.
- Proficiency in DHL systems (SPARK, GEMA, MCT, CSV, KART, E-case, OPMS/C, SID) and MS Office Suite (Excel, PowerPoint, Word).
- Sound knowledge of CS Policies and Procedures.
- ISO standards knowledge and NQF compliance advantageous.
- Experience in facilitating training programs.
- Excellent communication skills in Business English (both written and oral).
- Excellent in telephone, conflict resolution, negotiation, problem solving and interpersonal skills.
- Experience in managing customer interactions through non-voice channels (e.g. Email, Live Chat and social media) would be beneficial.
- Able to maintain effective performance under pressure.
- Experience in training facilitation and quality improvement initiatives is advantageous.
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Role Outline
- To ensure compliance with the medicines and related substances Act, Act 101 of 1965. To carry out the duties of a Responsible Pharmacist in accordance with the Section 22 (4), 22 (5) and Regulation 28 of the Pharmacy Act (Act no 53 of 1974), acting responsibly in the practice of a Pharmacist in accordance also with the operational requirements of the Business.
Key Responsibilities
- Ensure continuous Pharmacist Supervision during operating hours of the Wholesale Pharmacy.
- Manage the initial and continuous training programme for all personnel involved in distribution activities.
- Facilitate training for all personnel within their shift including GDP training.
- Ensure that they are appropriately registered with the South African Pharmacy Council as a person providing a service forming the scope of practice of a pharmacist.
- Take corrective measures in respect of the deficiencies with regard to inspection reports of council or in terms of the Medicines Control Act.
- Ensure that unauthorised persons do not obtain access to medicines or scheduled substances of the Wholesale Pharmacy premises outside of normal trading hours, or to take possession of the medicines without proper process.
- Ensure a Change Control programme is maintained under the guidance of the RP
- Ensure continuous monitoring of temperature within the warehouse.
- Ensure the safety and effective storage and keeping of medicines or scheduled substances in the Wholesale Pharmacy under his or her direct personal supervision.
- Ensure correct and effective record keeping of the purchase, ordering, picking, batch numbers, and dispatch or dispensing, possession and storage and safekeeping and return of medicines or scheduled substances.
- Ensure that all product complaints are investigated and identified as to the nature of the problem and dealt with effectively.
- Ensure that product complaints are handled in accordance with Standard Operating Procedures.
- To be able to co-ordinate and perform promptly any product recalls.
- Ensure prompt liaison with the Principal's and Regulatory Authority for Recalls.
- Ensure that all batches of medicine distributed are batch traceable in the event of a recall and that all invoices and all pick tickets carry batch numbers where necessary. Manage the Recall process whether it is instructed by the Client, or whether it is.
- Ensure that goods returned to the wholesale pharmacy via the retailer are handled in a procedurally correct manner at the warehousing facility, determining reasons for return and any further actions that need to be taken, which must then also be recorded.
- To authorise the return to saleable stock of any returned medicines in accordance with local legislation.
- Ensure that rejected goods are handled appropriately and correctly, and to be responsible for the final decision, after.
- Ensure that all employees are conversant with the system laid down for using and following the Standard Operating Procedures.
- Ensure that disposal or destruction of medicines is correctly performed under proper control and according to SOP's so as to not be a health hazard.
- Ensure that self-inspection audits are performed according to the schedule set out by the RP and any deviations followed up and the necessary corrective measures are implemented.
- Ensure that goods on arrival at the distribution facility are placed in quarantine, and retained in quarantine until formally released.
- Manage the receiving and sampling of Unapproved Product received from the Client within SLA.
- Ensure RPs involvement in any decision to quarantine or dispose of returned, rejected or falsified products.
- Check all relevant documentation in order to formally release final product for distribution.
- Ensure effective management of CAPAs, deviations and change control.
- Ensure that the processes needed for the Quality Management System are established, implemented, and maintained.
- Reporting to Management on Quality Management System performance and any need for improvement.
- Ensure calibration and maintenance of critical equipment.
- Ensuring awareness of customer and quality requirements throughout the organisation.
- Functioning as liaison with internal and external parties on matters relating to the Quality Management System.
- Work in collaboration with the various relevant Acts and operational requirements.
- To ensure control over the Pharmaceutical Goods warehouse working together with the Responsible Pharmacist.
- To ensure that Directors are updated with the latest ethical rules of the SAPC and SAHPRA.
Qualifications & Experience
- Matric (Grade 12) – Essential
- Relevant Degree (B. Pharm Degree)
- Relevant experience (1-3 Years)
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Role Outline
- Oversees the process of receiving, inspecting, and managing returned goods. Ensuring accuracy and efficiency in the returns process, maintaining inventory accuracy, and contributing to the overall effectiveness of the warehouse operations.
Key Responsibilities
- Managing the entire cycle of returned goods, from initial receipt to final disposition (resale, refurbishment, or disposal).
- Implementing and maintaining procedures to accurately record returned items, minimize errors, and optimize the flow of goods and ensuring document uploads into Oculus for traceability.
- Maintaining accurate inventory records of returned items, ensuring they are properly stored and tracked within the warehouse or designated area
- Inspecting returned goods for damage, defects, or non-compliance with company standards, and coordinating with relevant teams for appropriate action.
- Supervising and training staff involved in the returns process, ensuring they adhere to company policies and procedures.
- Generating reports on returns data, identifying trends, and contributing to process improvement initiatives.
- Audit compliance.
- Working closely with other departments, such as warehouse Operations, Inventory, customer service, and logistics, to resolve issues and optimize the returns process.
- Ensuring claims are investigated and feedback shared with clients on a daily basis.
- Ensure no stock on GRA floor older than 7 working days from date of receipt.
- Ensuring all returns processes adhere to relevant regulations and company safety standards.
- Adhere to all warehousing, handling, and shipping legislation requirements
- Maintain standards of health and safety, hygiene, and security
- Receive feedback and monitor the quality of services provided
- Structured feedback and updates related to Day to Day returns and escalations internally and to client.
- Ensure timely closure of all claims, investigations, and customer queries within agreed timelines.
- Review and approve stock disposition recommendations (return to stock, supplier returns.
- Escalate operational risks, aged stock, and unresolved customer issues to management proactively.
- Working in a team environment
- Interpersonal skills
Skills development
- Conduct performance management, coaching, and regular one-on-one reviews with team members.
- Develop and maintain training plans and competency matrices for GRA staff
- Manage staff attendance, leave planning, overtime
- Promote employee engagement and maintain a positive team culture.
- Lead daily operational meetings and communicate priorities, risks, and performance updates.
- Ensure adherence to company policies, disciplinary procedures, and performance standards
- Identify succession planning and talent development opportunities within the team.
- Foster a culture of accountability, continuous improvement, and customer focus.
PDHL 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 behaviours based on feedback
- Takes personal responsibility for career and development
Skills/Experience
- Strong leadership
- Solid communication skills
- Problem-solving skills
- Experience in Inventory management and warehouse operations
- Organized
- Adaptable
- Good understanding of customer service and business principles
Qualifications
- Matric
- B. Comm Degree / Diploma in Transport Management / Logistics / Warehouse
- Minimum of 3 - 5 years’ post qualification in a similar role as a manager
- Proficient on all MS Office packages
- Strong managerial and leadership skills
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Role Outline
- To maintain the movement of Pallets both internally and externally and monitor the DHL CHEP /GLS Account Handling of Invoices and handing over to transport.
Key Responsibilities
- Responsible and accountaable for Pallet Control
- Responsible for the management of pallets in the trade and at customers
- Responsible for handling over the correct document/invoices for the particular load to transport on time
- Ensure that accurate customer record are kept as hard copies and such documentation is available
- Compile the collection Report for the client on a daily basis
- Assist with cycle counts and stock take
- To ensure that all PODs are submitted daily to GRA
- Regular liaison with customers/hauliers on pallet recoveries
- Organize and collect stationary needed for the department and to submit weekly consumable counts
- To work within operating areas as determined by management and performing ADHOC duties as and when required to meet the needs of the business
- Assist and co-ordinate monthly pallet counts and reconcile to eliminate pallet losses.
- Continuous training and guidance of Dispatch Clerks pallet capturing, issuing of pallet control documents
- To monitor and issue euipment(PPE,Scanners.etc
- To report accurate and timeous information to Management
- To build relationships throughout the supply chain eg. Outbound Clerks, Hauliers, Customers, Depots and Customer Service Consultants
- Work collaboration with Transport party and Chep/GLS to maximize efficiencies and best practice
- To effectively control and manage pallet costs and pallet losses
Qualifications & Experience
- Matric
- 3 - 4 years administration experience
- 3- 4 year Chep system experience
- 1 to 2 years Logistics / Warehousing experience
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Job Purpose:
- The Purpose of the OMS Champion Job is to support the implementation of the Operations Management System on site and ensure sustainability. This includes the development and coaching of the site leadership team (supervisors and coordinators) and the tracking of the OMS achievements.
Key Responsibilities
- Drive the implementation of the 4 OMS principles and 12 OMS elements and maintain the OMS
- Engage site leaders in OMS by training them on OMS Foundation with OMS Advisor
- Focal point of OMS Advisor at site for coaching site team and addressing the implementation
- Regular reviews of OMS implementation with OMS Advisor and site manager, escalating any issues or challenges
- Ensure alignment of site leadership team and clear understanding of OMS as operating system
- Drive OMS standardization at the site and contribute with new ideas / opportunities for OMS Advisor
- Support the Site Management Team to establish and maintain an organization that Deliver
- Maintain the identified KPI tree - ensure changes are resulting in an updated KPI tree
- Support the development and maintenance of the Management Review Process and ensure the reporting input for the MRP
- Ensure targets are properly set for Objectives & KPIs - support the maintenance
- Ensure the R&R is aligned and approved by the Site Manager - support the maintenance
- Build up the TDM with site leaders and support the maintenance
- Coach the leaders to follow the TDM and confirm routines and responsibilities are carried out in practice
- Review span of control analysis with site manager and set up a plan for adjustment
- Support the implementation and maintenance of Performance Management
- Work together with the OMS Engineers during data system implementation for defining the site-specific OMS Data System Concept and setting up accordingly the use and routines for site leaders (connecting OMS principles)
- Ensure leadership team is properly trained on Performance Management tools and methodologies and that these trainings (users, maintenance, updates) are included and maintained in the Excellence School program
- Ensure first level support on site according to regional OMS Data System support model; staying connected to country / cluster OMS Engineers to ensure in time adjustments of OMS Data System set up for the site in case of any relevant operational changes
- Support the implementation and maintenance of the Job Standardization
- Support the development and maintenance of Work Instructions & ensure a good alignment with SHQ
- Develop the Excellence School in all 4 dimensions following defined standards and defined training - infrastructure / trainer team / training content / training program
- Train (and retrain) the site leaders and multipliers in their role in the Excellence School and "how to instruct"
- Train, coach and follow up the site leaders in the applicable format for performance reviews for teams and individuals
- Train and coach site leaders for conducting Gemba: Standards Confirmation for both Process Confirmation and OMS Confirmation
- Ensure Job Standardization routines are in place and understand deviations
- Support Continuous Improvement
- Manage continuous improvement opportunities for Kaizen and Kaikaku, addressing necessary actions
- Train all site leaders on problem solving in the Excellence School training program, maintain the knowledge
- Encourage and coach the site leaders to continuously improve their processes.
- Support the development of a Recognition Program and maintain the program (including extensive communication), engaging the different stakeholders (including operations, HR)
- Report on the Financial Benefits of OMS
- Report on OMS Plan View, aligning status and challenges with OMS Advisor
- Manage OMS Coverage and speed up implementation at the site
- Track and manage OMS culture dashboard, providing visibility to site manager, site leaders and OMS Advisor
Qualifications & Experience
- Matric
- Postgraduate in Supply Chain/Industrial Engineering
- Experience working within supply chain operations is essential for this role
- Experience in a manufacturing/operational environment is needed
- Computer Literate (Excel Advanced)
- Experience in Performance Management, productivity and continuous improvement methodologies highly desirable
- Experience is needed to collaborate with ops managers across all levels within a country
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
- Gains management / colleague support to meet customer needs
- Ensures strategies / plans are aligned and reflect other’s views
- Develop 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 employees, colleagues and business partners with candid and regular feedback
- Provides employees with development opportunities
- Supports employees with career opportunities
- Inspires others to develop themselves
- Conveys a clear sense of personal goals and values
- Actively seeks feedback to improve performance
- Develop new skills and modifies behaviors based on feedback
- Takes personal responsibility for career and development
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Job Purpose:
- Maintain Stock integrity within the warehouse and reconcile all stock differences so as to minimise loss to the company. To ensure the procedures pertaining to all functions within the Stock Control Department of the Distribution Centre is carried out with the utmost professionalism to ensure a smooth transition between principals and the Company. To continuously strive to improve the Physical Inventory process.
Key Responsibilities
- Control and co-ordinate PI program within the warehouse. These include all put-a-ways checked for correct placement. Empty/part-fill locations counted on a daily basis to cover the warehouse at least once a week. Reserve rack locations are counted daily as per plan to ensure that the warehouse is counted at least once a month. Pick faces counted daily.
- Monitor daily/weekly/monthly the level of short picks and short ships and take corrective action.
- Plan, co-ordinate and supervise monthly stock counts.
- Reconcile stock write-offs to all 999 write-off locations on a daily, weekly, and monthly basis. Investigate daily stock discrepancies and maintain stock integrity through process of adjustments following authority levels.
- Record and file all stock adjustments.
- Plan and carry out a client stock age once a month and report in format agreed with the client.
- Identify stock quality issues whether be packing, expiry date or pack set-up etc. Report and resolve appropriately with the client.
- Investigate, give feedback and resolve appropriately all stock quality issues as identified by the client
- Manage all frozen/held stock ensuring client requests are documented and carried out appropriately and as per agreed procedure. Any stock found to be no fit for sale is held and cleared appropriately as per procedure.
- Set-up and maintain pack data in the system. Ensure Item master integrity is correct and validated at least twice a year.
- Set-up and maintain all pack put-away preferences to ensure optimum placement and operational efficiencies.
- Set-up and maintain system storage locations to optimize stock and operational requirements.
- Draft Stock Control procedures in line with generic company processes as agreed centrally. Agree and amend process where appropriate as dictated by local depot conditions.
- File and maintain updated procedures for record purposes.
- Audit procedures for compliance and report on non- compliance and put forward recommendations.
- Report stock write-off daily/weekly/monthly in agreed format.
- Report statistics of Perpetual Inventory carried out.
- Provide daily/weekly/monthly KPI on stock integrity.
- Independently check and reconcile all receipts as to stock received per tally sheet and receiving document. Check input captured as to pack, quantity, production/expiry date
- File Receipt documents appropriately for ease of retrieval.
- All write-offs to 999 locations must be supported by a duly authorized write-off voucher giving explanations etc. These are filed for ease of retrieval in event of query
- Investigate and clear up any stock movement or balance queries that may result between Client and DHL. Forward documentation/copy of stock movements to Client
- Set – up and maintain pride basic pack data.
- Investigate and clear all SIT discrepancies whether for shorts/extras/crosses or damages as reported/identified by depots or from the factory. Ensure these are resolved timely and appropriately depending on the nature of the discrepancy and whether a transfer to depot or collection from factory or Third-Party Contractor.
- Manage the destruction of stock process ensuring that client requirements are met.
- Ensure all stock destroyed is authorized for destruction and a record is kept.
- Maintain sound housekeeping and ensure appropriate hygiene levels are maintained in destruction and repack areas.
- Recover and repack damaged stock where appropriate and in line with Client policy to minimize damage write-off.
- Check GRA returns and reconcile GRA put-away report. Authorize returns to be put back into stock.
- Monitor GRA stock age and ensure no aged stock is brought back into the warehouse
- Contribute to site continuous improvement agenda
- Working within operating areas as determined by Management and the needs of the business
- Follow standard operating procedures
- Be actively involved in supporting changing initiatives
- Active involvement for all stock take preparations and the physical stock count
- check daily stock levels
- Verify correct stock being picked
- Check all loads packing list with physical pallets picked is matching
- Compiling documents for shutteling
Qualifications & Experience
- Matric
- Certificate/diploma in Inventory Management
- 3-5 years’ experience of working in warehouse/logistics environment
- Excellent communication and Interpersonal skills
- Team player
- IT literate
- Analytical approach to problem solving
- Ability to work within a team
- Literacy and Numeracy
- Ability to follow work procedures and safety rules
- Ability to read, understand and follow directions/instructions
- 3-5 years’ experience of working in inventory environments
- Knowledge and experience of the SAP WM system
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
- Gains management / colleague support to meet customer needs
- Ensures strategies / plans are aligned and reflect other’s views
- Develop 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 employees, colleagues and business partners with candid and regular feedback
- Provides employees with development opportunities
- Supports employees with career opportunities
- Inspires others to develop themselves
- Conveys a clear sense of personal goals and values
- Actively seeks feedback to improve performance
- Develop new skills and modifies behaviors based on feedback
- Takes personal responsibility for career and development
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- This role is all about ownership, resolution, and customer advocacy. You will manage complaints and claims across the country, ensure timely and accurate settlements, and capture the voice of the customer to drive meaningful improvements across the business.
What you’ll own
- Ensure every customer interaction reflects a commitment to first‑time ideal solutions, integrating quality into every process.
- Implement ISO standards and DHL policies consistently across all interactions and documentation.
- Ensure full adherence to Centre of Excellence (COE) guidelines and maintain compliance at all times.
- Manage and resolve customer complaints and claims professionally, within set timeframes.
- Settle insurance and non‑insurance claims in accordance with DHL’s global terms and conditions.
- Manage NPA and ICCC initiatives to capture the voice of the customer and identify improvement areas.
- Take full ownership of allocated files, customer communication, and internal follow‑ups; escalate when required.
- Act as a single point of contact for customers, ensuring strong internal coordination.
- Update SPARK or GEMA files with next steps, timelines, and customer callback details.
- Inform Sales teams of account‑related claims and maintain communication until case closure.
- Acknowledge all complaints and claims within 2 hours and ensure all customer communication is via MCT (no personal email use).
- Upload payments and related documentation to SharePoint as required by Finance.
- Analyse trends and prepare insight‑driven reports with recommended solutions for improvement.
- Resolve escalated complaints using cost‑effective recovery methods and root‑cause corrective actions.
- Draft apology letters and prepare damaged shipment reports when needed.
- Complete insurance documentation and liaise with the insurance champion for claim settlements.
- Investigate, negotiate, and settle claims within DHL’s liability limits and global procedures.
- Obtain managerial approvals from Customer Care Manager or Head of Customer Service when required.
- Ensure all mandatory reporting fields are completed accurately in SPARK/GEMA.
- Collaborate with CS teams to ensure consistent and seamless service delivery.
- Meet and exceed KPIs; where targets are missed, identify root causes and implement corrective action.
- Adhere to all service standards and performance targets set by management.
- Assist with any additional duties or projects to support CS operations as needed.
What we are looking for
- NSC Matric Certificate (required).
- Degree, Diploma, or NQF equivalent (advantageous).Minimum 2 years’ customer service experience in a service or courier industry (courier preferred).
- Strong operational and network knowledge of DHL.
- Intermediate computer literacy and ability to navigate customer service tools with ease.
- Excellent communication skills in Business English (written and oral).
- Strong telephone etiquette, conflict resolution, negotiation, problem‑solving, and interpersonal skills.
- Experience managing customer interactions across non‑voice channels (email, live chat, social media) is an advantage.
- Ability to perform effectively under pressure.
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- We're looking for a highly organized, proactive, and collaborative Business IT Operations Specialist to join our SSA Regional Office and play a key role in supporting and coordinating Business IT operations across Sub-Saharan Africa. This role profile and the DHL Employee Value Proposition emphasize growth, inclusion, operational excellence, and regional IT coordination.
- If you thrive in a fast-paced, multi-country environment and enjoy driving governance, project coordination, reporting, and continuous improvement, this could be your next career opportunity.
The Role
- As the Business IT Operations Specialist, you will act as a key link between Global IT leadership, Regional IT leadership, Country IT teams, business stakeholders, and external partners to drive visibility, alignment, and operational effectiveness across the region.
- You will be responsible for ensuring IT initiatives are governed, tracked, communicated, and executed effectively while supporting countries in delivering against regional and global priorities.
Key Responsibilities
IT Governance & Operations
- Utilize the Country Business IT (CBIT) process as the primary framework for regional IT governance and coordination.
- Drive consistency and operational discipline across SSA IT activities.
- Coordinate governance routines, status updates, action tracking, and stakeholder follow-up.
Project & Program Coordination
- Support the delivery of regional IT projects and initiatives.
- Track milestones, risks, issues, and action plans.
- Coordinate strategic programs including:
- Digital & AI initiatives
- IT Cost Optimisation Program (IT COP)
- Talent and capability development programs
- Continuous improvement initiatives
- Identity & Access Management routines
Reporting & Executive Communication
- Develop executive-ready presentations and leadership reporting packs.
- Prepare dashboards, scorecards, performance reports, and country review materials.
- Consolidate regional updates and provide concise management summaries.
Cost & Vendor Management
- Support telecom and IT operational cost management activities.
- Monitor IT recharges and optimisation opportunities.
- Coordinate supplier, contract, and service-level follow-up activities.
Compliance & Continuous Improvement
- Support audit, compliance, security, and governance requirements.
- Coordinate evidence collection and reporting obligations.
- Identify process improvements and promote best practices across countries.
What You'll Bring
Qualifications
- Degree or qualification in Information Technology, ICT, Business Management, Commercial Studies, or a related discipline.
- Project Management certification and/or ITIL exposure will be advantageous.
Experience
- 5–10 years' experience in:
- IT Operations
- Business IT
- IT Service Management
- Program and Project Coordination
- Regional or multi-country IT environments
- Experience within logistics, express, transportation, or similarly complex international organisations will be advantageous.
- Demonstrated experience preparing executive presentations, reports, dashboards, and management packs.
Technical & Professional Skills
- Strong understanding of IT operations and governance frameworks.
- Proven project and programme coordination capabilities.
- Advanced PowerPoint and Excel skills.
- Experience interpreting dashboards and reporting tools.
- Strong analytical and problem-solving skills.
- Commercial and cost management awareness.
- Excellent stakeholder engagement and communication skills.
Languages
- Fluent English is essential.
- French and/or Portuguese would be advantageous.
What Success Looks Like
In this role, you will:
- Deliver accurate and timely leadership reporting.
- Improve visibility of project and programme performance across SSA.
- Strengthen governance, scorecard, and operational disciplines.
- Increase cost transparency and operational effectiveness.
- Build strong partnerships with regional and country stakeholders.
- Drive continuous improvement across the IT organisation.
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- We have an exciting opportunity for unemployed youth to join our Learnership Programme for the 2026/2027 intake. The successful candidates will enroll in Clearing and Forwarding Agent NQF 5 learnership programme for 12 months. This one-year programme is aimed at providing unemployed learners with an opportunity to acquire theorical knowledge in Freight Forwarding as well as exposure in the work environment and improve future employability.
In this Learner position
- You will under direct supervision, support delivery of import/ export processes and activities to optimize service and performance.
- You will perform assigned tasks of generally repetitive nature for documentation such as receiving, reconciling, consolidating/ summarizing documents and information.
- You will support/ maintain operational systems as per instructions.
- You will execute back-office duties such as scanning, filing, reporting, etc.
- You will follow defined processes, systems and methods for delivery of assigned tasks.
- You will support and interact primarily with colleagues of own team.
- You will communicate information that requires little explanation or interpretation.
- You will address task-related issues appropriately to maintain work relationships.
Now, here’s what we need from you
- Grade 12/or relevant Transport & Logistics/Business qualification.
- Matric with English (65%)
- You must be between the age 18 to 30 years.
- Must be a South African citizen.
- Must not be currently employed or studying.
- Computer Knowledge (MS Office) will be an advantage.
- Selection will be done in terms of the Company's Employment Equity Policy
Method of Application
Use the link(s) below to apply on company website.
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