Customer Services Officer x2
BE PART OF THE WORLD’S LARGEST LOGISTICS COMPANY
Deutsche Post DHL Group is the world’s leading logistics and mail company.
We’re one of the world’s largest employers, operating in over 220 countries and territories. We’re Europe’s largest postal service, partner for eCommerce and pioneers in secure digital communication. We’re number one in contract logistics and international express delivery, and a leader in the forwarding business.
Join us and you’ll be working for a global company that’s focused on service, quality and sustainability, and using the power of global trade to connect people and improve lives.
And not just for our Customers, but for every member of our Group too.
At DHL Supply Chain South Africa we’re looking for…
Vacancy
Customer Services Officer x2
Business Overview
This is a busy, fast paced operation which offers many challenges and opportunities for the right person.
Role Outline
To proactively provide a central point of communication for all customer service functions and the operational link between KAMs, Clients (Internal and External), and all business partners while achieving & sustaining service excellence and "making DHL a great place to work"
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
Skills/Competencies
Good understanding of SAP systems, Excel & Word
Ability to follow work procedure and safety rules
Ability to work in a pressurized environment
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 Team work
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 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
Languages
English - verbal and written.
