Customer Service Officer

Location: 18 Reservoir Rd, Boksburg East, Boksburg 1478, Gauteng, South Africa
Company: DHL Supply Chain (South Africa) (Pty) Ltd
Division: Supply Chain
Employment Type: Full-Time, Permanent
Job Reference: AV-308514

About DHL

Deutsche Post DHL Group is the world’s leading logistics and mail company, operating in over 220 countries and territories. DHL Supply Chain South Africa is part of this global network, focused on service, quality, and sustainability.

Job Purpose

To proactively provide a central point of communication for customer service and act as the operational link between Key Account Managers (KAMs), clients, and business partners—while ensuring and sustaining service excellence.

Key Responsibilities

Order Management

Ensure all orders received by 15h30 are processed on the same day; those received after will be processed the next day
Communicate order changes with relevant stakeholders (Vital, CCT)
Manage special request processes and resolve "1970 Errors"
Save orders on the P-Drive and refresh them in SAP
Handle EDI rejections, late orders/bookings, unclear order copies, and pricing issues
Allocate orders for delivery on designated days
Manage pallet configurations

ZOA and Stock Management

Monitor ZOA reports (minimum 3 times/day) for orders on hold, shipping requirements, and pricing
Manage outstanding orders
Handle cut authorizations and urgent delivery coordination
Ensure correct stock allocation per customer order

Pricing & Returns

Escalate pricing discrepancies between SAP and customer documentation to KAMs and Sales Coordination
Manage uplift process and customer service-related returns with GRA department

Customer-Specific Requirements

Implement and manage processes for key identified customers

Reporting

Generate VA05 reports (daily or weekly)
Submit daily order analysis
Submit strike rate reports weekly for PnP and Makro clients
Update Zoo report daily

Ad Hoc Tasks

Proactively raise and resolve potential issues
Provide feedback on delivery and customer complaints
Build internal relationships to efficiently manage queries
Track orders upon request

Skills and Competencies

Customer focus and effective customer relationship management
Strong verbal and written communication
Listening and interpersonal skills
Planning and organizational ability
Initiative, follow-through, and attention to detail
Teamwork and professionalism
Ability to work under pressure
Proficiency in SAP, MS Excel, and MS Word
Ability to uphold DHL and Kellogg’s values

Qualifications and Experience

Matric / Grade 12 (required)
2–3 years' experience in a Customer Service Officer role within warehousing/logistics
Good understanding of SAP systems
Strong MS Office skills (Excel & Word)
Ability to follow procedures and safety rules
Ability to work under pressure

Language Requirement

English – fluent in both verbal and written communication

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Customer Service Officer