Customer Service Lead - KBL

Qualifications & Experience

• Bachelor’s degree in Logistics, Supply Chain Management, or a related field.
  
• Minimum of 5 years of experience in customer service, logistics, or supply chain management, with a focus on order-to-delivery processes.
  
• Strategic tools/techniques approaches and strategy determination
  
• Strong background in customer and supplier relationship management.
  
• Proficiency in customer service software, order management systems, and Microsoft Office Suite.
  

• 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, addressing any inquiries or issues related to order status, delivery schedules, and product availability.
  
• Build and maintain strong relationships with key distributors to ensure their needs are met and to facilitate smooth 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.
  
• 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.
  
• 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.
  
• Apply proactive risk management strategies to mitigate potential threats.
  
• Drive KPIs to ensure contract fulfillment and meet DHL’s operational expectations.
  
• Maintain strong customer relationships to achieve revenue and profitability targets.
  
• Identify, develop, and empower team members to perform at their best.
  
• Foster an inclusive, collaborative, and high-performing workplace culture.