Key Accounts Advisor

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**.**

Ready to Lead and Win? Become our Key Accounts Advisor

Reports to: Contact Centre Supervisor

Why You'll Love This Role

As a Key Accounts Advisor, you will be responsible for managing complex account requirements, resolving service issues promptly, and maintaining strong customer relationships through proactive communication and collaboration with internal teams. You will act as a key point of contact for assigned customers, ensuring service excellence while supporting business growth and customer retention.

What You'll Own

• Act as the single point of contact for assigned customers and manage internal communications effectively.
• Ensure adherence to Centre of Excellence Guidelines and GRBP.
• Acknowledge all customer queries within 2 hours and ensure customer-facing communication is conducted through MCT.
• Prepare professional written correspondence aligned with DHL branding standards.
• Keep Sales informed of service failures and provide updates until resolution.
• Handle customer complaints professionally and escalate serious issues where required.
• Investigate service failures and escalate cases to the relevant teams.
• Utilize alternative service recovery options to minimize costs.
• Take corrective action at root cause level to prevent recurrence of issues.
• Proactively track and trace shipments and maintain updates in SPARK/GEMA.
• Analyze root causes, implement corrective actions, and manage escalations effectively.
• Inform customers of service failures or delays and escalate cases in line with NTP guidelines.
• Collaborate with Operations, Gateway and Network teams to achieve service requirements and transit commitments.
• Deliver customer-focused solutions while adhering to DHL policies and procedures.
• Provide bookings, quotations, supply requests, customer query management and contracted KAD services.
• Conduct joint customer visits with Sales to obtain feedback and improve service delivery.
• Prepare customer reports and monthly/quarterly review presentations.
• Compile quality assurance and service delivery reports, highlighting operational challenges and recommending solutions.
• Identify opportunities for cross-selling and upselling value-added services.
• Submit qualified sales leads and approve discounts within policy guidelines.
• Ensure correct usage of DHL systems including SPARK, NPTS, MCT, CSV, KART, E-case, OPMS/C and SID.
• Maintain adherence to schedules and AUX code usage.
• Support additional departmental functions as required to ensure the effective and efficient operation of the Customer Service Department.

What We're Looking For

• NSC Matric Certificate (required).
• Diploma or Degree in Business Administration, Logistics, Supply Chain or a related field (advantageous).
• Minimum 2-3 years' experience in Customer Service or Key Account Management within a logistics environment.
• Good operational knowledge and understanding of the DHL Network.
• Proficiency in DHL systems including SPARK, GEMA, MCT, CSV, KART, E-case, OPMS/C and SID.
• Proficiency in Microsoft Office Suite, including Excel, PowerPoint and Word.
• Intermediate computer literacy and ability to navigate customer service and shipment management systems.
• Excellent communication skills in Business English, both written and verbal.
• Strong telephone, conflict resolution, negotiation, problem-solving and interpersonal skills.
• Experience managing customer interactions through non-voice channels such as email, live chat and social media would be advantageous.
• Ability to maintain effective performance under pressure.

Why Join Us?

Because at DHL, we don't just move shipments, we connect people and improve lives. You'll be part of a global organisation that values innovation, collaboration, diversity, and continuous learning. Here, your contribution matters, your development is supported, and your career can go further than you ever imagined.

Ready to make your mark? Apply now and let's build the future together.

We are committed to equal opportunity and reject any forms of discrimination. The basis for employee selection at DHL Group is qualification, performance, skills, and experience.