Customer Service Lead

Job number: 369150 Closing Date: 03/09/2026Business Area / Unit: Transport OperationsReports to: General Manager, Transport.BE PART OF THE WORLD’S LARGEST LOGISTICS COMPANYDeutsche Post DHL Group is the world’s leading logistics and mail company. We’re one of the world’s largest employers, operating in over 220 countries and territories. We’re Europe’s largest postal service, partner for eCommerce and pioneers in secure digital communication.We’re number one in contract logistics and international express delivery, and a leader in the forwarding business. Join us and you’ll be working for a global company that’s focused on service, quality, and sustainability, and using the power of global trade to connect people and improve lives. And not just for our customers, but for every member of our Group too.At DHL Supply Chain Kenya, we’re looking for a Customer Service LeadRole OutlineThe Customer Service Lead is expected to lead the end-to-end customer order-to-delivery interface for transport operations by coordinating order execution, distributor engagement, driver deployment and cross-functional service recovery. This role ensures reliable, accurate and timely deliveries, transparent customer communication and disciplined performance improvement to strengthen customer satisfaction and operational efficiency.About the role key duties and responsibilitiesOwn end-to-end execution of confirmed customer orders from receipt through dispatch, delivery confirmation and closure.Validate order information and coordinate accurate order entry, updates and authorized modifications with the client customer service team.Translate customer priorities into executable delivery plans with clear cut-off times, sequencing and service commitments.Maintain real-time visibility of order and delivery status, escalating risks before customer commitments are missed.Coordinate dispatch readiness, delivery...