Join the World’s Leading Logistics Company – DHL Supply Chain South Africa
Position: Customer Services Officer (2 Positions Available)
About Us
Deutsche Post DHL Group is the world’s premier logistics and mail company, operating in over 220 countries and territories. As a leader in contract logistics, international express delivery, and secure digital communication, we are committed to service excellence, sustainability, and using global trade to connect people and improve lives.
At DHL Supply Chain South Africa, we are seeking two Customer Services Officers to join our dynamic and fast-paced operation.
Role Overview
The Customer Services Officer acts as a central communication point for customer service functions, ensuring seamless coordination between Key Account Managers (KAMs), internal and external clients, and business partners. This role is key to achieving service excellence and maintaining DHL as a great place to work.
Key Responsibilities
Order Management
- Process all daily orders received before 15:30 on the same day; orders received after 15:30 to be processed the following day.
- Communicate any order changes with relevant stakeholders.
- Manage order allocation and pallet configuration.
Query Management
- Respond to customer queries via email or phone before 17:00 daily.
- Keep customers updated while awaiting feedback from relevant departments.
Stock & Pricing Management
- Verify stock availability and coordinate urgent deliveries for missed delivery days.
- Ensure correct stock allocation per customer order.
- Escalate price discrepancies between SAP and customer records to Key Account Managers (KAMs) and Sales Coordination.
Returns & Uplifts Management
- Handle customer service-related order returns in line with standard procedures.
- Ensure proper documentation and coordination of returned goods.
Reporting & Administration
- Manage and update ZOA reports (minimum 3 times daily).
- Track outstanding orders and escalate where necessary.
- Prepare and distribute reports, including:
- Daily Order Analysis
- Strike Rate Reports (weekly for PnP and Makro clients)
- Smollans Report (weekly on Fridays)
- ZOO Report (daily submission)
Customer & Stakeholder Engagement
- Proactively identify and resolve issues affecting order fulfillment and delivery.
- Maintain strong relationships with internal teams and customers.
- Track orders upon request and provide timely updates.
- Handle customer complaints efficiently and professionally.
Qualifications & Experience
- Matric (Grade 12) qualification required
- 2-3 years of experience in customer service within warehousing/logistics
Skills & Competencies
- Proficiency in SAP, Excel, and Word
- Strong customer focus and interpersonal skills
- Ability to work under pressure in a fast-paced environment
- Excellent verbal and written communication
- Strong planning, organization, and problem-solving skills
- Initiative and ability to follow through on orders, queries, and feedback
- Professional approach with a commitment to DHL’s values
Languages
- English (verbal and written proficiency required)
If you are driven, customer-focused, and eager to be part of a global leader in logistics, apply now and take the next step in your career with DHL Supply Chain South Africa!
