Customer Service Lead
AI summary
DHL Supply Chain Kenya is hiring a Customer Service Lead in Nairobi to manage end-to-end order-to-delivery operations for transport services. The role involves coordinating orders, distributors, drivers, and service recovery to ensure reliable deliveries and customer satisfaction. Candidates need a bachelor's degree and at least 5 years of relevant customer service, logistics, or supply chain experience.
- Lead end-to-end customer order-to-delivery operations
- Coordinate distributors, drivers, and cross-functional service recovery
- Full-time role based in Nairobi
- Requires bachelor's degree in business, supply chain or related field
- Minimum 5 years relevant experience required
AI job guide
Use this guide to check salary signals, requirements, documents, application steps and safety before you apply.
AI salary guide
Not enough public dataNot enough public salary data is available for this exact role. Before applying, prepare to ask about gross pay, benefits, contract length, probation period, transport and any allowances.
Can you qualify for this role?
- Required5+ years of relevant experienceThe job post includes a minimum experience signal.
- RequiredEducation or certification mentioned in the postThe captured text mentions education, a diploma, certificate, or licence.
- PreferredPractical evidence in driver, call_center, internshipThe tags and summary point to skills connected with this role.
- RequiredAvailability to work in Not specifiedThe vacancy is associated with this location.
- UnclearComfort with the Full Time contract termsConfirm hours, duration, probation and benefits at the original source.
Documents to prepare
- Likely requiredUpdated CV
- Role specificCover letter or short employer message
- OptionalProfessional references
- Role specificAcademic or professional certificates
- VerifyID or passport only after verifying the employer
Application tips for this job
- Place your strongest Customer Service Lead evidence in the first half of your CV.
- In your cover letter or employer message, connect your experience to DHL Supply Chain Kenya and the role in Not specified.
- Add concrete examples related to driver, call_center, internship, ideally with measurable outcomes or clear responsibilities.
- Follow the instructions from MyJobMag Kenya; avoid sending documents to unofficial contacts or copied links.
- Confirm the deadline, interview location and employer contact before sharing personal documents.
- Prepare a polite question about pay, benefits and contract terms for later interview stages.
Source and safety check
- MyJobMag Kenya
- Original source link available
- Application method is clear
- Deadline not specified
- No major risk signal was detected in the captured text.
Never pay for interviews, shortlisting, medical checks, uniforms, or job placement. Confirm every application at the original source before sharing personal documents. Report suspicious listing.
Interview preparation
- What experience makes you a strong fit for this Customer Service Lead role in driver, call_center?
- How have you handled responsibilities similar to those in this job post?
- Are you available to work in Not specified under the listed contract or schedule?
- Prepare examples with clear responsibilities, tools used and measurable outcomes.
- Review the source and research DHL Supply Chain Kenya before the interview.
Ask what the first priorities will be in the role and how success will be measured.
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Original source description
- Never pay for any notarisation, certificate or assessment as part of any recruitment process. When in doubt,
- contact us
- DHL Supply Chain, part of the DHL Group, is the world’s leading logistics provider. Combining management and value-added services with our customized, integrated logistics solutions drives resilience, efficiency, improves quality and creates competitive advantage.
- Read more about this company
- Customer Service Lead
- Job Type
- Full Time
- Qualification
- BA/BSc/HND
Experience
5 years
Location
Nairobi
Job Field
Customer Care, Success and Service
Role Outline
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.
About the role key duties and
in customer service, logistics or supply chain operations, including responsibility for order-to-delivery execution and customer-facing service management.
Bachelor’s degree in business, Supply Chain Management or a related field.
Demonstrated
coordinating large-scale delivery operations, working with key distributors and managing service priorities across customer service, transport operations and drivers.
Working knowledge of structured problem solving, performance reporting and continuous improvement methods.
Supply chain, transport or logistics industry experience, with practical exposure to customer service and distribution operations.
National business knowledge and the ability to work effectively across diverse cultural and stakeholder environments.
What we offer
DHL Supply Chain has a truly international, Inclusive, and diverse working environment, with a strong emphasis on values and team-based leadership along with an open and engaging company culture.
Extensive learning and development opportunities.
Health insurance cover - Inpatient / Outpatient / Dental / Optical.
Tools for the assigned tasks and results delivery.
Check how your CV aligns with this job
Method of Application
Interested and qualified? Go to
DHL Supply Chain Kenya on dpdhlgroup.avature.net
to apply
Build your CV for free.
Download in different templates.
Responsibilities
- Own end-to-end execution of confirmed customer orders from receipt through dispatch, delivery confirmation and closure.
- Validate order information and coordinate accurate order entry, updates and authorized modifications with the client customer service team.
- Translate customer priorities into executable delivery plans with clear cut-off times, sequencing and service commitments.
- Maintain real-time visibility of order and delivery status, escalating risks before customer commitments are missed.
- Coordinate dispatch readiness, delivery documentation and proof-of-delivery completion.
- Reconcile open, failed or incomplete deliveries and drive each item to documented closure.
- Ensure order-to-delivery activities comply with agreed customer procedures, controls and service standards.
- Act as the principal operational contact for key distributors on order status, delivery schedules, availability constraints and service exceptions.
- Build trusted, professional relationships through accurate information, reliable follow-through and proactive communication.
- Capture distributor
Requirements
- and recurring service concerns, then coordinate practical responses with the relevant teams.
- Proactively identify delivery risks, delays, shortages and distribution constraints and initiate service-recovery actions.
- Lead structured root-cause reviews for material or recurring failures and assign corrective and preventive actions.
- Escalate critical service risks with clear impact, ownership, recovery plan and decision requirements.
- Verify that corrective actions are sustained and reflected in improved delivery outcomes.
- Align daily order priorities, delivery schedules and customer communications with the client customer service team.
- Coordinate drivers against the delivery plan and provide clear route, timing, documentation and customer-service expectations.
- Monitor delivery execution and intervene promptly when performance deviates from agreed standards.
- Maintain an accurate performance view covering order accuracy, delivery timeliness, customer experience, driver execution and issue resolution.
- Prepare concise performance reports that explain trends, root causes, operational risks and required management actions.
- Lead improvement initiatives that simplify process flow, reduce lead time and improve reliability and customer experience.
- Standardize successful practices and track improvements to ensure gains are sustained.
- About you
- Minimum 5 years of relevant