Description
Location: Nairobi, Kenya
Function: Customer Care, Success and Service
Job Type: Full Time
About the Role
DHL Supply Chain, part of the DHL Group, is the world’s leading logistics provider. Combining management and value-added services with our customized, integrated logistics solutions drives resilience, efficiency, improves quality and creates competitive advantage.
The Customer Service Lead is expected to lead the end-to-end customer order-to-delivery interface for transport operations by coordinating order execution, distributor engagement, driver deployment and cross-functional service recovery. This role ensures reliable, accurate and timely deliveries, transparent customer communication and disciplined performance improvement to strengthen customer satisfaction and operational efficiency.
Key Duties and Responsibilities
- Own end-to-end execution of confirmed customer orders from receipt through dispatch, delivery confirmation and closure.
- Validate order information and coordinate accurate order entry, updates and authorized modifications with the client customer service team.
- Translate customer priorities into executable delivery plans with clear cut-off times, sequencing and service commitments.
- Maintain real-time visibility of order and delivery status, escalating risks before customer commitments are missed.
- Coordinate dispatch readiness, delivery documentation and proof-of-delivery completion.
- Reconcile open, failed or incomplete deliveries and drive each item to documented closure.
- Ensure order-to-delivery activities comply with agreed customer procedures, controls and service standards.
About You
- Minimum 5 years of relevant experience in customer service, logistics or supply chain operations
- Bachelor’s degree in business, Supply Chain Management or a related field.
- Demonstrated experience coordinating large-scale delivery operations
- Working knowledge of structured problem solving, performance reporting and continuous improvement methods.
What We Offer
- International, inclusive, and diverse working environment
- Extensive learning and development opportunities
- Health insurance cover
Application
Interested and qualified? Go to DHL Supply Chain Kenya on dpdhlgroup.avature.net to apply
Never pay for any notarisation, certificate or assessment as part of any recruitment process.