Customer Service Officer

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 ( Kellonova – Boksburg)
Job Purpose
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
Key areas of responsibility include:
1. 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

2. 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)
3. 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

4. Stock Management

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

5. 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
6. Uplifts

• Accurate management of loading of uploads on Pride

7. Good Returned

• Management of Customer Service order return-related processes in line with reason codes in

conjunction with GRA department
8. Key Customer Requirements

• Management and implementation of customer requirement per key identified customers

9. Reports

• VA05 (daily and/or weekly where applicable to be shared with relevant stakeholders)
• Daily Order Analysis
• Strike Rate report submitted weekly for PnP and Makro clients
• Smollans report sent weekly on Fridays
• ZOO report submitted daily

10. 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

• 
  Matric
• 2-3 Years CSO experience in warehousing/logistics
• Relevant Degree or Qualification

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 & organization
• 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

Skills/Experience

• 
  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 & organization
• 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 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.