Deutsche Post DHL Group (DPDHL) stands as the world’s foremost logistics and mail company, recognized for its excellence in delivering innovative supply chain solutions that connect people and facilitate global trade. Operating in over 220 countries and territories, DPDHL employs thousands of professionals dedicated to driving efficiency, sustainability, and quality in logistics operations worldwide.
As a global industry leader, DHL combines operational expertise with an unwavering commitment to service delivery, ensuring that customers’ goods are handled with precision, timeliness, and care. From international express deliveries to comprehensive contract logistics, DHL remains at the forefront of creating seamless supply chain experiences.
In Kenya, DHL Supply Chain (DSC) continues to strengthen its operational capabilities by partnering with major clients such as Kenya Breweries Limited (KBL). To support and enhance this partnership, DHL Supply Chain Kenya Limited is seeking an experienced and dynamic professional to take on the role of Customer Service Lead – KBL.
This position plays a pivotal role in coordinating end-to-end logistics operations, overseeing order fulfillment, and ensuring customer satisfaction across the entire order-to-delivery chain. The ideal candidate will possess strong leadership, analytical, and communication skills, with the ability to drive operational efficiency while managing multiple stakeholder relationships.
About the Role
The Customer Service Lead – KBL is primarily responsible for overseeing and optimizing the complete order-to-delivery process, ensuring timely and accurate delivery of customer orders while maintaining strong relationships with key distributors and internal teams. The role demands a balance between operational oversight, customer engagement, and performance analysis to guarantee the highest standards of service and delivery reliability.
Operating from the Kasarani/KBL site, the incumbent will coordinate between the customer service team, logistics operations, and transportation functions to ensure that every stage of the delivery process aligns with DHL’s service excellence standards.
The role requires a proactive professional capable of identifying bottlenecks, implementing corrective actions, and championing continuous improvement to enhance operational performance and customer satisfaction.
Key Responsibilities
1. End-to-End Order Management
The Customer Service Lead oversees the entire order-to-delivery cycle, ensuring that all customer orders are accurately processed, dispatched, and delivered within agreed timelines. This includes coordinating with multiple internal departments to manage order entries, monitor progress, and confirm final delivery.
2. Customer Relationship Management
A key component of the role involves maintaining and nurturing relationships with key distributors and customers. The Customer Service Lead serves as the principal point of contact for any issues, updates, or inquiries concerning order status, delivery schedules, or product availability. By fostering effective communication and trust, the role contributes to long-term customer retention and satisfaction.
3. Coordination with KBL Customer Service Team
Close collaboration with the KBL customer service unit is crucial to ensure operational alignment. The role requires active engagement in managing order inputs, modifications, and service-related communications, ensuring both teams operate with synchronized information and consistent objectives.
4. Issue Resolution and Process Improvement
The Customer Service Lead must proactively identify potential disruptions or challenges in the order-to-delivery chain—such as product shortages, transport delays, or system errors—and implement prompt corrective measures. By driving root-cause analysis and instituting preventive actions, the role contributes to continuous improvement of operational systems and processes.
5. Delivery and Driver Coordination
Managing delivery schedules and coordinating driver assignments form an essential part of this position. The Lead will ensure that delivery routes, priorities, and timelines are effectively managed and that drivers maintain the performance standards expected under DHL’s global operational framework. Monitoring and evaluating driver performance ensures consistent and efficient service execution.
6. Performance Monitoring and Reporting
The Customer Service Lead will establish and track key performance indicators (KPIs) related to delivery accuracy, turnaround times, and customer satisfaction. Regular reports will be prepared for management, summarizing operational performance, highlighting key achievements, and identifying areas that require improvement or resource intervention.
7. Operational Risk Management
The position requires active risk identification and mitigation planning. The incumbent will develop and apply proactive risk management strategies to minimize potential disruptions, ensuring business continuity and customer service reliability.
8. Stakeholder Engagement and Contract Fulfillment
The role involves close collaboration with internal teams, external partners, and clients to meet DHL’s contractual and operational obligations. Ensuring service-level agreements (SLAs) are consistently achieved forms a fundamental aspect of this position.
9. People Management and Team Development
The Customer Service Lead is responsible for guiding, motivating, and developing team members to achieve individual and collective performance goals. Creating an inclusive, collaborative, and high-performing work culture is key to maintaining service excellence. The role also emphasizes empowerment, accountability, and recognition to ensure a motivated workforce aligned with organizational goals.
10. Continuous Improvement and Innovation
As part of DHL’s culture of innovation, the incumbent is expected to champion process improvements and adopt new technologies or methodologies that enhance the efficiency and effectiveness of the order management and delivery functions.
DPDHL Core Competencies and Skills
The position requires an individual who embodies DHL’s global standards of professionalism, leadership, and service orientation. The following competencies are critical for success in this role:
Customer Focus and Relationship Management
- Maintains strong, effective relationships with customers and distributors.
- Demonstrates a deep understanding of customer needs and expectations.
- Proactively seeks and acts on customer feedback to enhance satisfaction.
- Collaborates internally and externally to deliver tailored service solutions.
Operational and Strategic Execution
- Establishes clear, measurable, and achievable objectives aligned with business goals.
- Monitors operational performance and ensures timely corrective action.
- Demonstrates strategic thinking and the ability to translate strategy into operational outcomes.
- Communicates strategic priorities effectively to all relevant stakeholders
