Job Title: Customer Service Officer (Kellanova – Boksburg).
Location: 18 Reservoir Rd, Boksburg East, Gauteng, South Africa.
Company: DHL Supply Chain (South Africa) (Pty) Ltd.
Employment Type: Full-time | Permanent.
About DHL
Deutsche Post DHL Group is the world’s largest logistics and mail service provider, operating in over 220 countries and territories.
We are leaders in contract logistics, express delivery, forwarding, and eCommerce.
By joining us, you’ll be part of a global business committed to service excellence, innovation, and connecting people through trade.
Purpose of the Role
The Customer Service Officer will serve as the key communication link between clients, Key Account Managers, and operational teams.
The goal is to ensure smooth daily order management and excellent customer service while maintaining efficiency and accuracy.
Key Responsibilities
Process all customer orders received before 15h30 on the same day; process later orders the following day.
Manage special requests, order errors, late bookings, and EDI rejections.
Allocate and schedule orders for delivery, including pallet configuration.
Monitor ZOA reports at least three times a day to resolve outstanding order or pricing issues.
Oversee stock allocation, urgent deliveries, and cut authorization processes.
Escalate price discrepancies to Key Account Managers and Sales Coordination.
Handle returns, uplifts, and order-related queries in line with company procedures.
Produce daily, weekly, and monthly reports, including strike rate and order analysis.
Respond to customer complaints, delivery issues, and ad-hoc requests promptly.
Build and maintain strong relationships with internal teams and clients.
Competencies & Skills
Strong customer focus and relationship-building ability.
Excellent verbal and written communication skills.
Good listening, planning, and organisational abilities.
Ability to work independently and show initiative.
Strong teamwork and interpersonal skills.
Professional and customer-oriented telephone manner.
Commitment to DHL/Kellanova values and standards.
Requirements
Matric (Grade 12).
2–3 years’ experience in a Customer Service Officer role within warehousing/logistics.
Knowledge of SAP systems, Excel, and Word.
Ability to follow procedures, safety rules, and work under pressure.
Fluent in written and spoken English.