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About the Organisation
Deutsche Post DHL Group is the world’s leading logistics and mail company, operating in over 220 countries and territories. It is Europe’s largest postal service, a key partner for eCommerce, and a pioneer in secure digital communication. DHL is recognized globally for contract logistics, international express delivery, and forwarding services. The company emphasizes sustainability, quality service, and connecting people through global trade.
Customer Service Lead – KBL job at DHL Supply Chain Kenya Limited | Apply Now
Nairobi, Kenya
DHL Group is a global leader in logistics and supply chain management, committed to delivering exceptional services that connect people and businesses across the world, with a mission to improve the flow of goods and information. Renowned for its reliability, innovation, and customer-centric approach, DHL has earned a strong reputation and numerous accolades in the logistics industry. The company fosters a diverse and inclusive work culture that promotes collaboration, personal growth, and a commitment to delivering excellence, making it an attractive employer for individuals looking to make a meaningful impact in logistics and global trade.
With a wide range of job opportunities and flexible work arrangements, DHL offers its employees a dynamic and supportive environment for career development. Established as part of the Deutsche Post DHL Group, DHL has grown significantly over the years, expanding its operations globally and continuously adapting to the evolving needs of the logistics industry.
Through innovative technology and a customer-focused business model, DHL leads in sustainable logistics, ensuring efficient and environmentally responsible operations. With a vast global reach, DHL serves customers across all sectors and industries, guided by its core values of passion, resilience, and a commitment to customer satisfaction. The company is also deeply engaged in corporate social responsibility (CSR) initiatives, focusing on sustainability, education, and disaster relief efforts worldwide. For more information, visit www.dhl.com.
Are you looking for Logistics and Transport jobs in Kenya 2025 today? then you might be interested in Customer Service Lead – KBL job at DHL Supply Chain Kenya Limited
Full Time
Deadline:
20 Oct 2025
Job Title
Customer Service Lead – KBL job at DHL Supply Chain Kenya Limited
DHL Supply Chain Kenya Limited
Job Description
This role is responsible for managing the entire order-to-delivery lifecycle at the Kasarani/KBL site. The lead coordinates with the KBL customer service team, serves as the primary contact for key distributors, monitors driver performance, drives operational efficiency, and ensures compliance with DHL’s service standards. The role also involves reporting on KPIs, resolving operational issues, fostering a high-performing team culture, and supporting revenue and profitability goals.
Duties, Roles and Responsibilities
Qualifications, Education and Competencies
See all details of the qualifications, competencies and education for this role under the "How to Apply" section below.
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How to Apply
Oversee order-to-delivery processes ensuring timely processing, dispatch, and delivery.
Coordinate with the KBL customer service team for order management.
Serve as the main contact for key distributors, addressing inquiries and resolving issues.
Build and maintain strong distributor relationships for smooth operations.
Identify and resolve operational challenges, including delays and product shortages.
Implement corrective actions to improve delivery processes.
Track KPIs related to order processing, delivery, and customer satisfaction.
Prepare and present performance reports to management.
Manage delivery schedules and coordinate drivers.
Monitor driver performance and provide guidance.
Apply risk management strategies to mitigate operational threats.
Drive KPIs to meet contract fulfillment and operational expectations.
Mentor and empower team members to perform effectively.
Foster an inclusive, collaborative, and high-performing workplace culture.
SERVICES
COMMERCIAL
SERVICES
INDUSTRIAL
SERVICES
RESIDENTIAL
Qualifications:
Bachelor’s degree in Logistics, Supply Chain Management, or a related field.
Experience:
Minimum 5 years in customer service, logistics, or supply chain management with focus on order-to-delivery processes.
Skills and Competencies:
Strong customer and supplier relationship management.
Proficiency in customer service software, order management systems, and Microsoft Office Suite.
Strategic planning and operational management skills.
Effective communication in English and Kiswahili (verbal and written).
Ability to maintain effective relationships with customers and internal teams.
Leadership, coaching, and team development abilities.
Continuous improvement mindset and problem-solving skills.
