DHL Is Looking For A Customer Service Officer- APPLY

DHL Is Looking For A Customer Service Officer- APPLY

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:

1. Ensure that all orders received on or before 15h30 are processed on day received.
2. All orders received post 15:30 to be captured the following day                                 
3. Communicate any changes with Vital and CCT 
4. Management of Special Request processes 
5. Removal of all 1970 Errors                             
6. Saving of orders on P-Drive
7. Laison of EDI rejections, Late orders, Late bookings, unclear order copies and Pricing
8. Locate orders for delivery on designated days
9. Management of Pallets Configuration

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ZOA and Order Management:

1.  ZOA reports to be managed at a minimum of 3 times per day, orders on hold, shipping requirements pricing, etc 
2. Manage outstanding orders and reports

Stock Management:

1.  Management of Cut Authorization processes.
2. Check stock availability and co-ordinate urgent deliveries where nominated delivery days were missed
3. Ensure stock allocation per customer order

Pricing:

1. Escalation of all price variances between SAP and Customer Copy to KAM
2. Sales Coordination via email with needed refreshing of order being completed

Uplifts:

1. Accurate management of uplift process

Good Returned:

1. Management of Customer Service order return-related processes in line with reason codes in conjunction with GRA department

Key Customer Requirements:

1. Management and implementation of customer requirement per key identified customers

Reports:

1. VA05(daily and/or weekly where applicable)
2. Daily Order Analysis
3. Strike Rate report submitted weekly for PnP and Makro clients                            
4. Report sent weekly on Fridays                                                                                                                   
5. Zoo report updated daily

Ad hoc

1. Raise any potential issues to other areas of the business and proactively resolve any issue raised
2. Communicate to relevant customs and stakeholders efficiently and timeously                                                                               
3. Provide feedback on delivery issues to customers efficiently and timeously
4. Handling of all customer complaints effectively and timeously
5. Building of required key stakeholder relationships in relevant departments to manage queries
6. Tracking of Orders as and when requested

Competencies & Skills.

1.  Maintains effective relationships with customers
2.  Develops / Delivers high quality / innovative products, services or solutions
3.  Focuses on customer needs and gains their commitment
4.  Gains management / colleague support to meet customer needs
5.  Ensures strategies / plans are aligned and reflect others’ views
6.  Develops strategies / plans aligned to broader organizational strategy
7.  Communicates strategy
8.  Establishes clear, challenging and achievable objectives
9.  Aligns resources and the organization within own area of responsibility to achieve objectives
10.  Regularly reviews and communicates progress against objectives and adjusts as needed
11.  Champions continuous improvement and innovation
12.  Inspires results and respect by empowerment, accountability recognition and rewards recognizing the contribution of others
13.  Provides candid / regular feedback
14.  Supports the development of others
15.  Inspires others to develop themselves
16.  Conveys a clear sense of personal goals and values
17.  Actively seeks feedback to improve performance
18.  Develops new skills and modifies behaviors based on feedback
19.  Takes personal responsibility for career and development

Skills/Experience

1. Matric
2. 2-3 Years CSO experience in warehousing/logistics
3. Good understanding of SAP systems, Excel & Word
4. Ability to follow work procedure and safety rules
5. Ability to work in a pressurized environment

Qualifications

1. Customer focus
2. Interpersonal relations
3. Communication – verbal and written
4. Listening skills
5. Planning & organisation
6. Developing self
7. Initiative
8. Impact & influence
9. Information seeking
10. Achievement drive
11. Follow through on order, query and feedback
12. Team work
13. Follow through on order, query and feedback
14. Answer all calls in a professional manner
15. Maintain a professional image at all times
16. Orders are taken in a professional manner
17. Commitment to work with in Kellogg’s/DHL values
18. Effective customer relationships with internal and external customers
19. Ensure that all orders received by 15h30 are processed each day
20. Ensure that all processed orders are “clean” to enable system release 

Languages

1. English verbal and written.

CLOSING DATE: NOT SPECIFIED

VISIT OFFICIAL WEBSITE TO APPLY