Customer Service Lead

Overview

Join DHL Supply Chain Kenya, part of Deutsche Post DHL Group—the world's premier logistics and mail service provider operating globally across more than 220 countries. As the leader in contract logistics and international express delivery, DHL focuses on delivering excellent service, quality, and sustainability, connecting people worldwide through global trade.

Role Summary

The Customer Service Lead will oversee the entire customer order-to-delivery process within transport operations. This includes managing order processing, coordinating with distributors, organizing driver deployment, and ensuring effective service recovery. The role aims to guarantee timely, accurate deliveries, transparent communication with customers, and ongoing performance enhancement to boost customer satisfaction and operational efficiency.

Key Responsibilities

• Manage the complete lifecycle of confirmed customer orders from receipt through to dispatch, delivery confirmation, and closure.
• Verify order details and collaborate with the client's customer service team to ensure accurate order entry, updates, and authorized changes.
• Develop executable delivery plans based on customer priorities with established cut-off times, sequencing, and service commitments.
• Maintain real-time tracking of order and delivery status, proactively escalating risks before any customer commitments are compromised.
• Coordinate dispatch readiness, prepare delivery documentation, and ensure proof-of-delivery completion.
• Resolve open, failed, or incomplete deliveries and ensure documented closure of all items.
• Ensure all order-to-delivery processes adhere to customer procedures, control measures, and service standards.
• Serve as the main operational liaison for key distributors regarding order status, delivery timetables, availability constraints, and service exceptions.
• Establish trusted and professional relationships through accurate information sharing, reliable follow-through, and proactive communication.
• Collect distributor requirements and recurring service concerns, coordinating with relevant teams to implement solutions.
• Identify and address delivery risks, delays, shortages, and distribution limitations promptly with service recovery actions.
• Lead root-cause investigations for recurring or significant failures, assigning corrective and preventive actions.
• Escalate critical service risks clearly defining impact, ownership, recovery plans, and decision requirements.
• Verify the effectiveness and sustainability of corrective actions through improved delivery outcomes.
• Align daily order priorities, delivery schedules, and customer communications closely with the client's customer service team.
• Coordinate drivers according to delivery plans, providing detailed route instructions, timing, required documentation, and customer service expectations.
• Monitor delivery performance, intervening quickly whenever deviations from agreed standards occur.
• Maintain an accurate dashboard reflecting order accuracy, timeliness of deliveries, customer experience, driver performance, and issue resolution.
• Compile clear performance reports detailing trends, root causes, operational risks, and suggested management actions.
• Lead initiatives aimed at simplifying processes, reducing lead times, and enhancing reliability and customer experience.
• Standardize effective practices and monitor improvements to ensure sustained gains.

Candidate Profile

• At least 5 years of relevant experience in customer service, logistics, or supply chain operations, especially handling order-to-delivery execution and customer service management.
• Bachelor’s degree in Business, Supply Chain Management, or a related discipline.
• Proven experience coordinating large-scale delivery operations, engaging with key distributors, and managing priorities across customer service, transport operations, and driver teams.
• Familiarity with structured problem-solving techniques, performance measurement, and continuous improvement strategies.
• Experience in supply chain, transport, or logistics sectors with a focus on customer service and distribution operations.
• Strong national business insight and capability to work effectively within culturally diverse and multi-stakeholder settings.

Benefits

• A truly international, inclusive, and diverse work environment emphasizing team leadership and a transparent, engaging company culture.
• Comprehensive learning and development programs.
• Health insurance coverage including inpatient, outpatient, dental, and optical care.
• Provision of necessary tools to support task execution and performance.

Additional Information

Language Requirement: Proficiency in English, both spoken and written.

Job Location: Nairobi, Kenya.

Reporting to: General Manager, Transport.

Job Type: Full-time.

Application Deadline: September 3, 2026.