DHL Group Customer Service Jobs in Gauteng
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At DHL Supply Chain South Africa, we’re looking for a 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
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-Drive
- Refreshing of orders on SAP
- Liaison of EDI rejections, Late orders, Late bookings, unclear order copies and Pricing
- Allocate orders for delivery on designated days
- Management of Pallets Configuration
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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 Authorization processes
- Check stock availability and co-ordinate urgent deliveries were 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 uplift process"
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)
- Daily Order Analysis
- Strike Rate report submitted weekly for PnP and Makro clients
- Report sent weekly on Fridays
- Zoo report updated daily”.
Ad hoc:
- 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
- Racking of Orders as and when requested”.
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DPDHL 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 organisational 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
- 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.
- Teamwork
- 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 Kellogg's/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.
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Qualifications
- Matric
- 2-3 Years CSO experience in warehousing/logistics
- Good understanding of SAP systems, Excel & Word
- Ability to follow work procedure and safety rules.
- Ability to work in a pressurised environment
Languages
- English verbal and written.
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