Customer Operations Group Specialist
Job Description
IT’S NOT JUST AN OPPORTUNITY TO GET ON THE CAREER LADDER.
IT’S AN OPPORTUNITY TO HELP THE WORLD GET ON TOGETHER
Why do people call us the world’s most international company? Is it because we operate in more countries than any other logistics provider? Is it because we invented cross border shipping over 45 years ago? Or is it, perhaps, because what we do connects people across the world. And the more we can connect people, the better life on earth becomes.
We love our role in the world. And we’re looking for the right people to help us maintain – and grow it. People like you.
Customer Operations Specialist
Reports to: Senior Manager Gateway - CPT
Why You’ll Love This Role
Ready to lead operational excellence and deliver premium service experiences? As a Customer Operations Specialist, you’ll be the strategic driver ensuring compliance, efficiency, and customer satisfaction across all operational touchpoints. You’ll manage complex customer solutions, and shape processes that keep DHL at the forefront of global logistics.
What You’ll Own
Regulatory Compliance & Quality Assurance
Uphold the highest standards of ISO, GSOP, and legal compliance.
Ensure all operational solutions adhere to Standard Operating Procedures (SOPs).
Embed a "First-Time Resolution" culture within all customer interactions
Strategic Customer Solutions & Onboarding
Design and implement bespoke, complex operational processes (BIC solutions).
Lead major customer onboarding, including readiness assessments and gap analysis.
Partner with Sales on RFIs/RFQs, contract reviews, and technical approvals.
Financial Management & CAPEX
Take ownership of In-house P&L and monthly cost performance trends.
Drive cost-control procedures and assist with CAPEX forecasting for staffing and equipment.
Ensure billing accuracy and timely revenue collection.
Performance & Relationship Management
Act as the strategic interface between Sales, IT, Finance, and Operations.
Lead Quarterly and Monthly Business Reviews (QBRs/MBRs).
Utilize data-driven insights and Root Cause Analysis (RCA) to drive continuous improvement
Lead the Network Operations Control (NOC) and Joint Operations Control (JOC) for South Africa.
Ensure strict adherence to security protocols and shipment integrity.
Manage cross-functional incidents, ensuring corrective actions are tracked and resolved
What We’re Looking For
- 5–7 years’ experience in logistics/transportation and operational management.
- Proven ability to design and implement complex customer solutions.
- Strong knowledge of compliance, GSOP, and express network operations.
- Expertise in cost management, risk mitigation, and process optimization.
- Business-related qualification (Postgraduate in Business Management is an advantage).
- Cross-regional or multi-country experience preferred.
Why Join Us?
Because at DHL, we don’t just deliver parcels—we deliver careers, growth, and impact. You’ll work with a team that values innovation, inclusion, and continuous learning.
Ready to make your mark? Apply now and let’s build the future together!