DHL Express, the world’s most international logistics company, is excited to announce an opportunity for a passionate, driven, and experienced professional to join its Nairobi-based team as a Gateway Customer Service Supervisor. With a proud legacy of connecting people across borders for over 45 years, DHL has grown to become the industry leader in cross-border shipping and global logistics solutions. We operate in more countries than any other provider, enabling trade, empowering businesses, and transforming lives through seamless delivery services.
In our commitment to maintaining this global standard of excellence, we are looking for a dedicated individual who embodies our spirit of service, efficiency, and innovation. This role not only offers a career advancement path but also an opportunity to play a part in a company that connects communities and drives global commerce.
About DHL Express
DHL Express is a division of the Deutsche Post DHL Group, a global leader in the logistics sector with a strong reputation for quality, reliability, and customer satisfaction. Our operations span over 220 countries and territories, allowing us to connect more people and businesses than any other company in the world.
The role of Gateway Customer Service Supervisor is based at our Nairobi facility under the Customs Clearance department. This role is instrumental in upholding our commitment to service excellence and customer satisfaction in every interaction and transaction.
Position: Gateway Customer Service Supervisor
Job Reference: EX25005AG
Location: Nairobi, Nairobi City, Kenya
Category: Sales and Business Development
Job Type: Full-time, Permanent
Department: Customs Clearance
Corporate Division: DHL Express
Reports to: Customs Clearance Manager – Kenya
Role Purpose
The Gateway Customer Service Supervisor will be responsible for overseeing a team of Gateway Customer Service Advisors. The primary goal of this role is to ensure that a professional and efficient service is provided to all customers at all times. This includes the management of incoming queries from customers and the DHL network, ensuring quick resolution of customs clearance inquiries, and maintaining high service standards.
The successful candidate will also assist the Customs Clearance Manager in enforcing operational procedures that align with DHL’s quality objectives, supporting continuous improvement, and ensuring consistent delivery of exceptional customer experiences.
Key Responsibilities
Customer Management – Internal
- Handle all incoming customer contacts and provide them with timely and accurate customs clearance updates.
- Educate customers on customs procedures, documentation requirements, and clearance timelines.
- Ensure all internal departments have access to up-to-date customer issues for prompt resolution.
- Register and resolve all customer issues in line with DHL Express customer service standards and internal guidelines.
Customer Management – External
- Maintain consistent, high-quality communication with external customers through both phone and email channels.
- Monitor and ensure quality of customer interaction by supervising Gateway Customer Service Advisors.
- Conduct second calls (VOICE) for feedback, ensuring service recovery and continuous improvement where necessary.
- Ensure compliance with MCT (Mail Contact Time) SLAs to avoid breaches that may affect customer satisfaction.
Service Excellence Performance KPIs
- Meet or exceed the following key service indicators:
- Inbound BOS Index
- Clear On Arrival (COA)
- 100% closure of email resolutions and tasks within required timelines
- ≥ 70% of SPARK traces closed within 3 days
- ≥ 90% trace quality score
- ≥ 75% response rate to SPARK traces within 4 hours or agreed feedback time
- ≥ 90% call quality score
- ≥ 90% of callbacks completed within 2 hours or agreed time
- ≥ 80% of calls answered within 10 seconds
- Effective management of SS (Special Services) shipments
Team and Stakeholder Management
Internal Stakeholders
- Ensure all new Customer Service Advisors are trained per DHL Network standards and project a professional image.
- Monitor skills gaps and arrange coaching or training interventions.
- Conduct monthly evaluations of team members to drive continuous performance improvement.
- Enforce punctuality, professional behavior, and adherence to cleanliness (5S) in the work environment.
- Enforce ISO standards within the team and ensure all procedures are consistently implemented.
- Supervise leave schedules and ensure adequate workforce availability at all times.
Revenue Generation KPIs
- Meet monthly leads targets as assigned to the team.
- Support accurate calculation of monthly merit incentives for each advisor based on performance evaluations.
- Drive up-selling of DHL products including Value Added Services (VAS), E-commerce solutions, and TDI (Time Definite International) offerings.
Process and Service Improvement
- Identify process gaps and propose actionable solutions to enhance customer service, streamline technology use, and improve internal procedures.
- Adhere strictly to documented Customer Service processes and procedures while using discretion to address unique customer needs in consultation with the manager.
- Monitor and ensure trace inquiries do not escalate to the third or fourth request stage without resolution.
- Ensure customs clearance traces are processed accurately and promptly to minimize customer complaints and potential claims.
People Management Responsibilities
- Cultivate a high-performance service culture within the Gateway Customer Service team.
- Conduct regular performance reviews, coaching sessions, and developmental discussions.
- Collaborate with the coach/trainer to identify individual and group training needs based on mystery shopper outcomes, customer feedback, and performance analytics.
- Manage team communications effectively, ensuring advisors understand operational priorities and customer expectations.
- Foster a positive and inclusive work environment that motivates and empowers team members.
- Instill accountability and a sense of ownership among the team to uphold service standards and meet set targets.
Core Competencies and Attributes
Business Competencies
- Analytical Ability: Ability to break down problems and evaluate both numerical and narrative data to draw actionable conclusions.
- Planning & Organizing: Skilled at setting achievable goals, structuring workloads efficiently, and enabling team members to effectively manage time and resources.
- Decision Making: Demonstrates sound judgment under pressure and anticipates the impact of decisions on both customers and internal operations.
- Results Orientation: Maintains a strong focus on measurable outcomes, driving performance towards business-aligned targets.
Leadership Competencies
- Teamwork: Encourages collaboration and cooperation among team members to achieve shared goals.
- Performance Management: Develops and monitors Individual Key Objectives (IKOs) and Key Performance Indicators (KPIs) for all advisors.
Personal Competencies
- Accountability: Demonstrates professionalism, fulfills commitments, and earns the trust of team members and stakeholders.
- Communication: Shares information clearly and appropriately, listens to others attentively, and tailors communication to suit different audiences.
- Stress Management: Maintains composure under pressure and provides stable leadership in urgent or demanding situations.
Experience and Educational Requirements
- Minimum of three years’ experience in a customer contact center, telesales, or customer relationship management role within a service-driven organization.
- Prior experience in Customs Clearance operations is a distinct advantage.
- Proven track record in supervising and motivating service delivery teams.
- Strong understanding of DHL products and services is preferable.
- University degree in a relevant field.
Why Join DHL Express Kenya?
This role offers you the opportunity to be part of a global leader in logistics where innovation, integrity, and people-centered values drive performance. You will play a critical part in ensuring our customers receive the world-class service they expect from DHL Express, while contributing to a purpose-driven organization that brings people together and powers international trade.
You will join a company that celebrates diversity, nurtures talent, and offers real opportunities for career development. With DHL Express, your work will make a global impact every single day.
How to Apply
Applications for this position are accepted through the DHL career portal.
