Listing Reference: DHL-CSO-2025
Listing Status: Open
Position Summary
Company: DHL Supply Chain South Africa
Industry: Logistics and Supply Chain
Job Category: Customer Service
Location: South Africa (Specific locations to be confirmed)
Contract Type: Full-Time
Remuneration: Market-Related
EE Position: Yes
Closing Date: To be Announced
Introduction
Join the world’s leading logistics company, Deutsche Post DHL Group, and become part of a global team dedicated to delivering service excellence. DHL operates in over 220 countries and territories, providing innovative solutions in postal services, international express delivery, contract logistics, and global forwarding. We are Europe’s largest postal service, pioneers in eCommerce, and leaders in secure digital communication.
At DHL Supply Chain South Africa, we are seeking dedicated professionals to fill two Customer Services Officer (CSO) vacancies. This role presents an exciting opportunity to work in a fast-paced environment, contributing to service excellence while building a rewarding career in logistics.
Job Description
The Customer Services Officer (CSO) acts as a central point of communication, bridging the gap between Key Account Managers (KAMs), internal and external clients, and business partners. The CSO is tasked with ensuring seamless order management, query resolution, stock management, and service delivery while upholding DHL’s commitment to customer satisfaction and operational efficiency.
As a CSO, you will play a critical role in proactively managing customer orders, handling queries, and ensuring that customer requirements are met with precision and professionalism. This role demands excellent communication skills, the ability to multitask under pressure, and a keen eye for detail.
Ideal Candidate
We are looking for dynamic individuals who thrive in high-pressure environments and are committed to delivering exceptional customer service. The ideal candidate will be highly organised, solutions-oriented, and capable of managing multiple priorities in a logistics and warehousing context.
Applicants should have:
- A Matric Certificate
- 2-3 years of Customer Service Officer experience within the warehousing/logistics industry
- Proficiency in SAP systems, Excel, and Word
- Strong interpersonal and communication skills
- A customer-focused attitude with excellent listening skills
- Ability to work independently and collaboratively in a team
- Willingness to work under pressure and meet tight deadlines
Role Responsibility
As a Customer Services Officer, your key responsibilities will include:
Order Management
- Process and capture all customer orders received by 15h30 on the day they are submitted; process orders received after 15h30 on the following day
- Manage day-to-day order tracking and proactively update stakeholders on order statuses
- Handle special request processes, ensuring they are actioned accurately and timeously
- Resolve any data errors, particularly 1970 Errors, ensuring orders are correctly recorded in the system
- Manage the saving of orders on the P-Drive and refresh orders on SAP systems
- Liaise with relevant departments on EDI rejections, late orders, late bookings, unclear order copies, and pricing discrepancies
- Allocate orders for delivery on the designated days and manage pallet configurations for optimal loading
Query Management
- Respond to all customer queries via email or telephone by 17:00 each day
- Keep customers informed of query status while awaiting feedback from relevant departments
- Copy the Customer Service Supervisor in all communication regarding outstanding queries
ZOA and Order Monitoring
- Manage ZOA reports a minimum of three times per day, addressing orders on hold, shipping requirements, and pricing concerns
- Monitor and manage outstanding orders and escalate unresolved issues where necessary
Stock Management
- Manage Cut Authorisation processes ensuring stock allocations align with customer orders
- Check stock availability and coordinate urgent deliveries for missed delivery days
- Ensure efficient stock allocation per customer requirements
Pricing Oversight
- Escalate price variances between SAP and Customer Copy to KAM and Sales Coordination teams
- Refresh orders after discrepancies are corrected to ensure accurate pricing records
Returns and Uplifts
- Manage customer service order returns, ensuring alignment with reason codes in conjunction with the GRA department
- Accurately manage the loading of uploads on Pride systems
Customer Requirements Management
- Implement and manage specific customer requirements as identified by key accounts
Reporting
- Produce and distribute VA05 reports daily or weekly as required
- Submit daily order analysis and strike rate reports for key clients, including Pick n Pay and Makro
- Compile and send weekly Smollans reports every Friday
- Submit ZOO reports on a daily basis
Adhoc Responsibilities
- Proactively raise and resolve potential issues, ensuring all parties are informed timeously
- Provide feedback on delivery issues and customer complaints effectively
- Build and maintain strong relationships with stakeholders in relevant departments
- Track and monitor orders upon request to ensure smooth delivery
Skills and Attributes
Candidates for the Customer Services Officer role should exhibit the following competencies:
- Strong understanding of SAP systems and advanced proficiency in Microsoft Excel and Word
- Excellent verbal and written communication skills
- Strong customer focus with the ability to build and maintain professional relationships
- Good planning and organisational abilities, ensuring orders are processed accurately and efficiently
- Initiative and the ability to proactively identify and solve problems
- High attention to detail and accuracy in order processing and documentation
- Strong interpersonal skills, fostering effective team collaboration
- A commitment to DHL’s values of service excellence, respect, and sustainability
- Ability to follow through on orders, queries, and feedback to ensure customer satisfaction
- Ability to work in a pressurised environment while maintaining a professional image
- Listening skills to understand customer needs and provide appropriate solutions
- Commitment to personal and professional development
Why Join DHL?
At DHL Supply Chain South Africa, you are joining an organisation that puts people first. We offer a dynamic, inclusive, and rewarding workplace where your career can thrive. As part of the world’s largest logistics company, you will work with global leaders in logistics, eCommerce, and supply chain management.
By joining DHL, you gain:
- A career with one of the world’s most respected and successful logistics companies
- Opportunities to work in a fast-paced environment and grow your career through training and development programs
- A diverse and inclusive workplace that values teamwork and collaboration
- Exposure to industry-leading technologies and best practices
- The ability to make a difference by connecting people and improving lives through logistics and supply chain excellence
How to Apply
Interested candidates should submit the following documents:
- A comprehensive Curriculum Vitae (CV)
- Certified copies of your Matric certificate and any relevant qualifications
- Any other supporting documentation relevant to the position
Applications can be submitted via DHL’s careers portal or directly to the recruitment email provided in the vacancy announcement. Be sure to include the Job Title: Customer Services Officer x2 and Reference: DHL-CSO-2025 in your application subject line.
Closing Date
Applications for the Customer Services Officer positions at DHL Supply Chain South Africa are currently open. The closing date will be communicated in due course. Applicants are encouraged to apply as early as possible due to the high level of interest in these positions.
Conclusion
If you are a customer service professional passionate about logistics and committed to delivering service excellence, the Customer Services Officer role at DHL Supply Chain South Africa is your opportunity to join a global leader in the logistics industry. Apply today and take the first step toward a rewarding career with Deutsche Post DHL Group.
We wish you all the best in your Applications