Customer Service Lead- KBL at DHL

 About the role Key duties and responsibilities

• Oversee the end-to-end order-to-delivery process, ensuring that all orders are processed, dispatched, and delivered on time.
•  Coordinate with the KBL customer service team to manage order entries, updates, and any required modifications.
• Serve as the main point of contact for key distributors, collaborating closely with the Digitally Connected Transport (DCT) control tower to provide real-time updates on order status, delivery schedules, and product availability.
•  Proactively manage customer relationships to address any inquiries or issues, ensuring a seamless flow of information and operations.
• Proactively identify and resolve any issues that may arise during the order-to-delivery process, including delays, product shortages, or distribution challenges.
• Implement corrective actions as needed to prevent future issues and improve the overall delivery process.
• Work closely with the KBL customer service team to align on order priorities, delivery schedules, and customer communications.
• Build and maintain strong, value-driven partnerships with key distributors by anticipating their needs, resolving challenges promptly, and enhancing overall customer satisfaction.
• Continuously collaborate to drive efficiency, adding value to both our operations and the distributor's business goals.
• Track key performance indicators (KPIs) related to order processing, delivery times, and customer satisfaction.
• Prepare and present regular reports to management, highlighting performance trends and areas for improvement.
• Identify opportunities to enhance the order-to-delivery process, focusing on efficiency, accuracy, and customer satisfaction.
• Lead initiatives to streamline processes, reduce lead times, and improve the overall customer experience.
• Manage the delivery schedule by coordinating with drivers to ensure timely and accurate deliveries.                                                                                                                                                                               
• Monitor driver performance, providing guidance and support to ensure delivery standards are consistently met.

About you

• Bachelor’s degree in business, Supply Chain Management, or a related field.
• Minimum of 5 years of experience in customer service Lead or equivalent position
• Experience working in a logistics company, or supply chain management, with a focus on order-to-delivery processes.
• Experience working with key distributors and managing large-scale delivery operations.
• Well organized individual and results oriented.

What we offer

• Extensive learning and development opportunities.
• Comprehensive health insurance cover - Inpatient / Outpatient / Dental / Optical.
• Tools for the assigned tasks and for results delivery.