Customer Service Lead

DHL Kenya, founded in 1967, is part of DHL Supply Chain, a global logistics leader. It offers an international, inclusive, and diverse working environment with a strong emphasis on values and team-based leadership.

The Customer Service Lead is expected to lead the end-to-end customer order-to-delivery interface for transport operations by coordinating order execution, distributor engagement, driver deployment and cross-functional service recovery. This role ensures reliable, accurate and timely deliveries, transparent customer communication and disciplined performance improvement to strengthen customer satisfaction and operational efficiency.

1. Own end-to-end execution of confirmed customer orders from receipt through dispatch, delivery confirmation and closure.
2. Validate order information and coordinate accurate order entry, updates and authorized modifications with the client customer service team.
3. Translate customer priorities into executable delivery plans with clear cut-off times, sequencing and service commitments.
4. Maintain real-time visibility of order and delivery status, escalating risks before customer commitments are missed.
5. Coordinate dispatch readiness, delivery documentation and proof-of-delivery completion.
6. Reconcile open, failed or incomplete deliveries and drive each item to documented closure.
7. Ensure order-to-delivery activities comply with agreed customer procedures, controls and service standards.
8. Act as the principal operational contact for key distributors on order status, delivery schedules, availability constraints and service exceptions.
9. Build trusted, professional relationships through accurate information, reliable follow-through and proactive communication.
10. Capture distributor requirements and recurring service concerns, then coordinate practical responses with the relevant teams.
11. Proactively identify delivery risks, delays, shortages and distribution constraints and initiate service-recovery actions.
12. Lead structured root-cause reviews for material or recurring failures and assign corrective and preventive actions.
13. Escalate critical service risks with clear impact, ownership, recovery plan and decision requirements.
14. Verify that corrective actions are sustained and reflected in improved delivery outcomes.
15. Align daily order priorities, delivery schedules and customer communications with the client customer service team.
16. Coordinate drivers against the delivery plan and provide clear route, timing, documentation and customer-service expectations.
17. Monitor delivery execution and intervene promptly when performance deviates from agreed standards.
18. Maintain an accurate performance view covering order accuracy, delivery timeliness, customer experience, driver execution and issue resolution.
19. Prepare concise performance reports that explain trends, root causes, operational risks and required management actions.
20. Lead improvement initiatives that simplify process flow, reduce lead time and improve reliability and customer experience.
21. Standardize successful practices and track improvements to ensure gains are sustained.

1. Minimum 5 years of relevant experience in customer service, logistics or supply chain operations, including responsibility for order-to-delivery execution and customer-facing service management.
2. Bachelor’s degree in business, Supply Chain Management or a related field.
3. Demonstrated experience coordinating large-scale delivery operations, working with key distributors and managing service priorities across customer service, transport operations and drivers.
4. Working knowledge of structured problem solving, performance reporting and continuous improvement methods.
5. Supply chain, transport or logistics industry experience, with practical exposure to customer service and distribution operations.
6. National business knowledge and the ability to work effectively across diverse cultural and stakeholder environments.