Operations Team Leader

ABOUT THE COMPANY

DHL is the leading global brand in the logistics industry. Our DHL divisions offer an unrivalled portfolio of logistics services ranging from national and international parcel delivery, e-commerce shipping and fulfillment solutions, international express, road, air, and ocean transport, to industrial supply chain management. With about 400,000 employees in more than 220 countries and territories worldwide, DHL connects people and businesses securely and reliably, enabling global sustainable trade flows. With specialized solutions for growth markets and industries including technology, life sciences, and healthcare, engineering, manufacturing & energy, auto-mobility, and retail, DHL is decisively positioned as "The logistics company for the world."

JOB SUMMARY

Now, here is what we need from you!Diploma/Degree will be advantageous in Commercial and Logistics field5 years operational experience in the industryAchievement orientedMicrosoft Office applicationsGood time management skillsCustomer Management SkillsBe able to communicate with customers effectively and have a good telephone mannerBe a team playerBe able to work under extreme pressure and be an achieverMust be self-motivatedMust have good interpersonal skillsGood negotiating skills and be able to influence customersAbility to work unsupervisedHigh level of attention to detailCommercial driven

RESPONSIBILITIES

Commercial PricingProvide accurate IP price estimates for existing and potential customers.Respond promptly to customer inquiries, disputes, and requests, identifying potential sales opportunities.Maintain proactive communication and collaboration with internal departments and managers.Keep the commercial IP tracker updated in line with agreed KPIs.Submit monthly Gross Profit and Rolling Forecast reports for IP.Collaborate with the Global Team on complex project bids as directed by the Product Head.Develop sales within the existing portfolio to meet target budgets.Prepare and deliver professional presentations of standardized and customized IP solutions.Design tailor-made commercial solutions for IP customers.Maintain Salesforce records for opportunities and tasks.Research and identify new project business opportunities.Monitor competitor products, pricing, and strategies to strengthen account retention and growth.Manage and analyze key account data to support informed decision-making.Engage with existing IP customers to identify credible business opportunities.Negotiate contractual terms in line with corporate sales policy.Establish detailed customer profiles to better understand and meet client needs.Ensure compliance with agreed payment terms for all IP customers.Conduct client visits when necessary, in coordination with the Product Head.Adhere to company quality processes at all times.Operations Management – Mombasa BranchServe as the key interface between departments and third-party subcontractors, supporting the development of efficient and effective branch operations.Supervise and monitor daily port operations—including registration, clearance, and delivery commitments—ensuring customer satisfaction and escalating concerns to the Branch Manager in Mombasa for immediate alignment.Authorize COD vendor payments in coordination with the Branch Manager and the Finance team.Foster a high-performance service culture within the department and branch teams by leading through example, effective planning, and strong organization.Promote the exchange and adoption of new processes, procedures, and work instructions to drive smarter, more efficient work systems.Maintain strong working relationships with KRA departments, including Customs & Border Control, Investigations & Enforcement, and Domestic Taxes.Operations & Customer Support – Industrial ProjectsFollow up with customers on orders, collections, and overall satisfaction, gathering feedback to identify areas for improvement.Clearly communicate customer commitments to relevant operations teams, ensuring smooth business setup and execution.Support file management and documentation processes in CargoWise.Coordinate with subcontractors for transport, warehousing, and port operations.Liaise with local carriers on shipments booked for IP customers.Assist the Key Account Operator in managing billing for IP customers.Work with local authorities (KRA, KPA, CFS, KEBs, KEPHIS) to ensure timely clearance and release of import/export shipments.Identify, manage, and mitigate operational risks, anticipating potential cost impacts.Support and oversee suppliers involved in existing customer operations.Plan and monitor end-to-end shipments, from origin pick-up to destination delivery, on a global scale.

REQUIRED SKILLS

Conflict and complaint resolution, Operative management, Freight forwarding, Strategizing, Planning, Logistics planning and management

REQUIRED EDUCATION

Diploma, Associate's degree