Gateway Customer Service Supervisor

DHL Express, the world’s most international logistics provider, is hiring a Gateway Customer Service Supervisor in Nairobi, Kenya. This is a prime opportunity for professionals seeking customer service supervisor jobs in Nairobi with a global leader in logistics, supply chain, and express shipping services.

Key Job Information

• Position: Gateway Customer Service Supervisor
• Location: Nairobi, Kenya
• Department: Customs Clearance
• Employment Type: Full-time, Permanent
• Industry: Logistics & Express Shipping
• Reports to: Customs Clearance Manager – Kenya

About DHL Express

DHL Express, a division of the DHL Group, operates in more countries than any other logistics provider, connecting people and improving lives globally. With over 45 years of pioneering international express shipping, DHL is known for reliability, speed, and innovation. Our Nairobi operations are at the heart of East Africa’s logistics network, ensuring timely customs clearance and last-mile delivery for our customers. DHL thrives on a culture of excellence, customer obsession, and teamwork—making it one of the best places to work globally.

Role Purpose

The Gateway Customer Service Supervisor will manage and support a team of Customer Service Advisors within the Gateway/Customs Clearance unit. The role ensures top-tier service delivery to both internal and external customers by enforcing high standards, tracking KPIs, and improving customer interactions. You will also assist in addressing complex issues, drive service quality, and oversee training and development within the team.

Key Responsibilities

Customer Engagement & Support

• Handle escalated customer contacts and educate clients on customs clearance procedures
• Ensure timely responses and resolution of customer issues via phone, email, and SPARK traces
• Monitor service delivery standards to ensure consistent customer satisfaction

Team Supervision & Coaching

• Train, coach, and evaluate Customer Service Advisors
• Track performance against KPIs such as Call Quality, Resolution Time, and Mystery Shopper scores
• Manage team schedules, attendance, and productivity

Process & Compliance

• Ensure adherence to DHL’s ISO and internal quality standards
• Oversee SPARK trace handling and ensure customs clearance issues are resolved efficiently
• Drive continuous improvement by identifying and implementing process enhancements

Cross-Functional Collaboration

• Liaise with internal departments such as Operations, Finance, and Marketing to address service gaps
• Promote value-added services (VAS) and TDI products to increase customer retention and revenue

Required Qualifications & Experience

• University degree (Business, Logistics, or related field)
• 3+ years’ experience in a Contact Center, Customer Service, or Telesales environment
• Experience in Customs Clearance Service operations is an added advantage

Key Competencies

• Leadership: Proven ability to coach and motivate teams
• Communication: Excellent verbal and written English communication skills
• Planning & Organization: Structured, organized, and detail-oriented
• Problem-Solving: Strong decision-making abilities even under pressure
• Results Orientation: Drives performance to achieve service excellence and KPIs

Service Excellence Metrics

• ≥90% Call Monitoring Score
• ≥80% of calls answered within 10 seconds
• ≥90% response rate to SPARK traces within 4 hours
• ≥70% of SPARK traces closed within 3 days

Why Join DHL Express Kenya?

• Be part of a globally respected logistics powerhouse
• Work in a fast-paced, customer-first environment
• Collaborate with world-class professionals
• Growth opportunities within the DHL global network

How to Apply for the Gateway Customer Service at DHL

Are you ready to advance your logistics career with DHL Kenya? Apply today by visiting the DHL Careers page and searching for Job ID: EX25005AG or click the “Apply Now” button below to submit your application directly.

DHL is an equal opportunity employer committed to diversity, inclusion, and employee growth.