Location: Boksburg, Gauteng
Job Type: Permanent
Reference: AV-282503
Positions Available: 2
About DHL Supply Chain
DHL Supply Chain (South Africa) is seeking qualified and motivated individuals to join our team as Customer Services Officers. This fast-paced and dynamic operation presents exciting challenges and growth opportunities for the right candidates.
Role Overview
As a Customer Services Officer, you will serve as the primary communication hub for customer service functions, acting as the link between Key Account Managers (KAMs), internal and external clients, and business partners. Your goal will be to ensure service excellence while maintaining DHL’s commitment to being a great place to work.
Key Responsibilities
Order Management
Process all orders received before 15:30 on the same day; orders received later will be processed the next day.
Communicate any order changes to relevant stakeholders.
Handle special request processes and resolve order-related errors.
Save and refresh orders in SAP and manage electronic order rejections.
Allocate deliveries based on designated schedules.
Oversee pallet configuration and manage delivery queries efficiently.
Query Management
Respond to all customer queries (email/phone) before 17:00 daily.
Keep customers updated on query progress, copying the Customer Service Supervisor in communications.
Order & Stock Oversight
Monitor ZOA reports at least three times per day for issues like orders on hold, shipping requirements, and pricing discrepancies.
Track and manage outstanding orders and reports.
Coordinate urgent deliveries when needed.
Ensure correct stock allocation per customer order.
Pricing & Returns
Escalate pricing variances between SAP and customer records to KAM and Sales Coordination.
Accurately manage product uplifts and customer order returns in line with GRA department processes.
Customer & Report Management
Implement and manage customer-specific requirements.
Generate and share reports, including:
- Daily Order Analysis
- Strike Rate Reports (Weekly – PnP & Makro Clients)
- Smollans Report (Weekly – Fridays)
- ZOO Report (Daily)
General Support & Adhoc Duties
Proactively identify and resolve potential business issues.
Provide timely feedback on delivery concerns and customer complaints.
Build strong relationships with key stakeholders to ensure smooth query resolution.
Track and monitor orders as needed.
Qualifications & Experience
Matric (Grade 12)
2-3 years of experience as a Customer Service Officer in warehousing/logistics
Skills & Competencies
Technical Proficiency: SAP, Excel, and Word
Customer Focus: Strong commitment to service excellence
Communication: Excellent verbal and written skills
Problem-Solving: Ability to think critically and resolve issues efficiently
Time Management: Work effectively in a fast-paced environment
Interpersonal Skills: Ability to collaborate with internal and external stakeholders
Professionalism: Uphold DHL values and maintain a strong professional image
Why Join Us?
At DHL Supply Chain, we prioritize innovation, service excellence, and employee growth. This is your opportunity to advance your career with a leading global logistics provider in a dynamic and supportive environment.
How to Apply
Apply Here: Customer Services Officer
Submit your application today!
DHL Supply Chain (South Africa): Customer Services Officer
