Operations Team Leader at DHL

In this Operations Team Leader position

Commercial Pricing

• Provide accurate IP price estimates for existing and potential customers.
• Respond promptly to customer inquiries, disputes, and requests, identifying potential sales opportunities.
• Maintain proactive communication and collaboration with internal departments and managers.
• Keep the commercial IP tracker updated in line with agreed KPIs.
• Submit monthly Gross Profit and Rolling Forecast reports for IP.
• Collaborate with the Global Team on complex project bids as directed by the Product Head.
• Develop sales within the existing portfolio to meet target budgets.
• Prepare and deliver professional presentations of standardized and customized IP solutions.
• Design tailor-made commercial solutions for IP customers.
• Maintain Salesforce records for opportunities and tasks.
• Research and identify new project business opportunities.
• Monitor competitor products, pricing, and strategies to strengthen account retention and growth.
• Manage and analyze key account data to support informed decision-making.
• Engage with existing IP customers to identify credible business opportunities.
• Negotiate contractual terms in line with corporate sales policy.
• Establish detailed customer profiles to better understand and meet client needs.
• Ensure compliance with agreed payment terms for all IP customers.
• Conduct client visits when necessary, in coordination with the Product Head.
• Adhere to company quality processes at all times.

Operations Management – Mombasa Branch

• Serve as the key interface between departments and third-party subcontractors, supporting the development of efficient and effective branch operations.
• Supervise and monitor daily port operations—including registration, clearance, and delivery commitments—ensuring customer satisfaction and escalating concerns to the Branch Manager in Mombasa for immediate alignment.
• Authorize COD vendor payments in coordination with the Branch Manager and the Finance team.
• Foster a high-performance service culture within the department and branch teams by leading through example, effective planning, and strong organization.
• Promote the exchange and adoption of new processes, procedures, and work instructions to drive smarter, more efficient work systems.
• Maintain strong working relationships with KRA departments, including Customs & Border Control, Investigations & Enforcement, and Domestic Taxes.

Operations & Customer Support – Industrial Projects

• Follow up with customers on orders, collections, and overall satisfaction, gathering feedback to identify areas for improvement.
• Clearly communicate customer commitments to relevant operations teams, ensuring smooth business setup and execution.
• Support file management and documentation processes in CargoWise.
• Coordinate with subcontractors for transport, warehousing, and port operations.
• Liaise with local carriers on shipments booked for IP customers.
• Assist the Key Account Operator in managing billing for IP customers.
• Work with local authorities (KRA, KPA, CFS, KEBs, KEPHIS) to ensure timely clearance and release of import/export shipments.
• Identify, manage, and mitigate operational risks, anticipating potential cost impacts.
• Support and oversee suppliers involved in existing customer operations.
• Plan and monitor end-to-end shipments, from origin pick-up to destination delivery, on a global scale.

Now, here is what we need from you!

• Diploma/Degree will be advantageous in Commercial and Logistics field
• 5 years operational experience in the industry
• Achievement oriented
• Microsoft Office applications
• Good time management skills
• Customer Management Skills
• Be able to communicate with customers effectively and have a good telephone manner
• Be a team player
• Be able to work under extreme pressure and be an achiever
• Must be self-motivated
• Must have good interpersonal skills
• Good negotiating skills and be able to influence customers
• Ability to work unsupervised
• High level of attention to detail
• Commercial driven