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 Service Officer (Kellanova Boksburg)
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 \t\t\t\t\t\t\t\t\t\t
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-DriveLaison of EDI rejections, Late orders, Late bookings, unclear order copies and PricingLocate orders for delivery on designated daysManagement of Pallets ConfigurationZOA 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\tStock Management: Management of Cut Authorization processes.Check stock availability and co-ordinate urgent deliveries where nominated delivery days were missedEnsure stock allocation per customer orderPricing: Escalation of all price variances between SAP and Customer Copy to KAMSales Coordination via email with needed refreshing of order being completed
Uplifts:Accurate management of uplift processGood Returned:Management of Customer Service order return-related processes in line with reason codes in conjunction with GRA departmentKey Customer Requirements:Management and implementation of customer requirement per key identified customersReports:VA05(daily and/or weekly where applicable)Daily Order AnalysisStrike Rate report submitted weekly for PnP and Makro clients                            Report sent weekly on Fridays                                                                                                                   Zoo report updated daily\tAd hoc
Raise any potential issues to other areas of the business and proactively resolve any issue raisedCommunicate to relevant customs and stakeholders efficiently and timeously                                                                               Provide feedback on delivery issues to customers efficiently and timeouslyHandling of all customer complaints effectively and timeouslyBuilding of required key stakeholder relationships in relevant departments to manage queriesTracking of Orders as and when requested\t\t\t\t\t\t\t\t
Competencies & Skills.\t
 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
Matric\t\t\t\t\t\t\t\t\t\t2-3 Years CSO experience in warehousing/logistics\t\t\t\t\t\t\t\t\t\tGood understanding of SAP systems, Excel & Word\t\t\t\t\t\t\t\t\t\tAbility to follow work procedure and safety rules\t\t\t\t\t\t\t\t\t\tAbility to work in a pressurized environment
Qualifications
Customer focus\t\t\t\t\t\t\t\t\t\tInterpersonal relations\t\t\t\t\t\t\t\t\t\tCommunication - verbal and written\t\t\t\t\t\t\t\t\t\tListening skills\t\t\t\t\t\t\t\t\t\tPlanning & organisation\t\t\t\t\t\t\t\t\t\tDeveloping self\t\t\t\t\t\t\t\t\t\tInitiative\t\t\t\t\t\t\t\t\t\tImpact & influence\t\t\t\t\t\t\t\t\t\tInformation seeking\t\t\t\t\t\t\t\t\t\tAchievement drive\t\t\t\t\t\t\t\t\t\tFollow through on order, query and feedback\t\t\t\t\t\t\t\t\t\tTeam work\t\t\t\t\t\t\t\t\t\tFollow through on order, query and feedback\t\t\t\t\t\t\t\t\t\tAnswer all calls in a professional manner\t\t\t\t\t\t\t\t\t\tMaintain a professional image at all times\t\t\t\t\t\t\t\t\t\tOrders are taken in a professional manner\t\t\t\t\t\t\t\t\t\tCommitment to work with in Kellogg's/DHL values\t\t\t\t\t\t\t\t\t\tEffective customer relationships with internal and external customers\t\t\t\t\t\t\t\t\t\tEnsure that all orders received by 15h30 are processed each day\t\t\t\t\t\t\t\t\t\tEnsure that all processed orders are \"clean\" to enable system release \t\t\t\t\t\t\t\t\t\t
Languages
English verbal and written.