DHL, one of the world’s leading logistics companies, is inviting suitably qualified and motivated candidates to apply for the Customer Service Officer (CSO) vacancies. This exciting role is perfect for individuals who are passionate about customer service, problem-solving, and ensuring smooth operations in a fast-paced environment.

The closing date for applications will be announced soon, so make sure you prepare your application early to avoid missing out.

If you have experience in warehousing, logistics, and customer service, and you enjoy working with people while solving operational challenges, this could be your chance to join a global brand with endless growth opportunities.

About the Role: DHL Customer Service Officer

As a Customer Service Officer at DHL, you will be the central point of communication between customers, Key Account Managers (KAMs), and other business partners. Your main goal will be to ensure service excellence while managing day-to-day orders, stock processes, and customer queries.

This is a highly important role that keeps the business running smoothly. You’ll be responsible for making sure orders are processed correctly, issues are resolved quickly, and customers receive excellent service every time.

This position is perfect for someone who is organized, customer-focused, and able to work under pressure.

Key Duties and Responsibilities

As a Customer Service Officer, you will handle several important tasks every day, including:

1. Order Management

• Process all orders received before 15:30 on the same day.
• Capture orders received after 15:30 the following day.
• Communicate any changes to the relevant teams like Vital and CCT.
• Manage special request processes and resolve order issues quickly.
• Save all orders on the P-Drive and refresh orders on SAP systems.
• Resolve EDI rejections, late orders, unclear orders, and pricing issues.
• Allocate orders for delivery on the correct days.
• Manage pallet configuration and ensure deliveries are prepared accurately.

2. Stock Management

• Check stock availability before processing orders.
• Coordinate urgent deliveries if normal delivery days are missed.
• Ensure correct stock allocation for each customer order.
• Manage cut authorization processes effectively.

3. Pricing and Billing

• Escalate any pricing differences between SAP and customer invoices.
• Work closely with the KAM and sales teams to resolve pricing queries.
• Refresh orders after corrections are made to avoid delays.

4. Uplifts and Returns

• Accurately manage uplift requests and return processes.
• Work with the GRA department to ensure all returns are processed correctly and linked to reason codes.

5. Reporting

• Maintain and update several reports, including:
  • VA05 reports (daily or weekly as needed).
  • Strike Rate reports for Pick n Pay and Makro clients weekly.
  • ZOA reports at least three times a day.
  • Zoo report updated daily.
• Analyze daily order data to improve processes.

6. Customer Service and Communication

• Handle customer complaints professionally and on time.
• Provide timely feedback on delivery issues to customers and internal teams.
• Build strong relationships with key stakeholders across different departments.
• Track orders and update customers as needed.
• Proactively raise issues and work with teams to resolve them quickly.

Skills and Qualities Needed

To succeed as a DHL Customer Service Officer, you must have:

• Strong customer service skills and a client-first attitude.
• Excellent communication skills, both verbal and written.
• Good planning and organizational abilities.
• Strong problem-solving and initiative to handle challenges.
• The ability to work well under pressure in a fast-paced environment.
• Teamwork and collaboration skills.
• Experience in using SAP systems, Excel, and Word.
• The drive to continuously improve processes and deliver results.

Qualifications and Experience

Applicants must meet the following requirements:

• Matric (Grade 12) qualification.
• 2-3 years of experience as a Customer Service Officer in warehousing or logistics.
• Good understanding of SAP systems.
• Knowledge of Microsoft Excel and Word.
• Ability to follow work procedures and safety rules.

Language Requirement:

• English – spoken and written proficiency is essential.

Why Work at DHL?

DHL is a global leader in logistics and supply chain management, offering endless opportunities for career growth. By joining DHL, you will:

• Be part of a world-class company with a strong reputation.
• Gain valuable experience in the logistics industry.
• Work in a dynamic and supportive team environment.
• Have the chance to develop your skills and grow your career.

How to Apply

If you meet the requirements and are ready to take the next step in your career, apply online through the official DHL careers portal.

Make sure you have the following documents ready:

• A certified copy of your ID.
• Your updated CV (Curriculum Vitae).
• Copies of qualifications and relevant certificates.
• Any supporting documents related to your experience.

Important:

• Only online applications will be accepted.
• Applications sent by email, fax, or hand delivery will not be considered.

Apply Now

Important Dates

• Applications close: Date to be confirmed – apply as soon as possible.
• Shortlisted candidates will be contacted within two weeks after the closing date.
• If you do not hear back, consider your application unsuccessful.

Take Your Career Further with DHL

This is your chance to join a global brand that values innovation, service excellence, and career growth. If you are passionate about customer service and logistics, apply now and start your journey with DHL today.

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