Customer Services Officer x2

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Customer Services Officer x2

Company: DHL Supply Chain (South Africa) (Pty) Ltd
Location: Boksburg, Gauteng, South Africa
Job Type: Full-time, Permanent

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Role Overview

DHL Supply Chain South Africa is seeking two Customer Services Officers to serve as the central link between Key Account Managers (KAMs), internal and external clients, and business partners. This fast-paced role focuses on ensuring service excellence and maintaining smooth operational communication.

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Key Responsibilities

Order Management:

• Process all orders received before 15:30 on the same day; orders after this will be processed the following day.

• Communicate order changes to relevant stakeholders.

• Manage special requests and resolve order errors.

• Handle EDI rejections, late orders, unclear orders, and pricing issues.

• Refresh orders on SAP and save orders on the P-drive.

• Allocate delivery days and manage pallet configurations.

Query Management:

• Respond to email and telephonic queries before 17:00.

• Keep customers updated on pending queries and copy the Customer Service Supervisor for visibility.

Stock & Order Control:

• Monitor outstanding orders and ZOA reports (at least three times daily).

• Check stock availability and arrange urgent deliveries when necessary.

• Ensure correct stock allocation per order.

Pricing:

• Escalate price variances between SAP and customer records to KAM and Sales Coordination.

Returns & Uplifts:

• Oversee order returns with the GRA department.

• Manage customer service uploads on Pride.

Reporting:

• Generate daily and weekly reports (VA05, Strike Rate, Smollans, ZOO).

• Provide daily order analysis.

General Duties:

• Raise and resolve issues proactively.

• Handle complaints efficiently and track orders when requested.

• Build strong relationships with key stakeholders to support smooth operations.

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Qualifications & Experience:

• Matric certificate

• 2-3 years of customer service experience in warehousing/logistics

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Skills & Competencies:

• Proficient in SAP, Excel, and Word

• Strong communication (verbal and written) and interpersonal skills

• Ability to work under pressure

• Excellent planning, organizational, and problem-solving skills

• Customer-focused mindset

• Team player with a strong sense of accountability

• Professional telephone etiquette and a commitment to DHL’s values

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Languages:

• English — verbal and written

Click here to apply

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