Operations Team Leader

Key Responsibilities

Commercial Pricing

• Provide accurate Industrial Projects (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 and submit monthly Gross Profit and Rolling Forecast reports.
• Collaborate with the Global Team on complex project bids and develop sales within the existing portfolio.
• Prepare and deliver professional presentations of standardized and customized IP solutions.
• Monitor competitor products, pricing, and strategies to strengthen account retention and growth.
• Negotiate contractual terms in line with corporate sales policy and ensure compliance with payment terms.

Operations Management (Mombasa Branch)

• Serve as the key interface between departments and third-party subcontractors to develop efficient branch operations.
• Supervise and monitor daily port operations—including registration, clearance, and delivery commitments—ensuring customer satisfaction.
• Authorize COD vendor payments in coordination with the Branch Manager and the Finance team.
• Foster a high-performance service culture and promote the adoption of new processes and work instructions.
• Maintain strong working relationships with KRA departments, including Customs & Border Control, Investigations & Enforcement, and Domestic Taxes.

Operations & Customer Support (Industrial Projects)

• Follow up with customers on orders, collections, and overall satisfaction to identify areas for improvement.
• Clearly communicate customer commitments to operations teams and support file management in CargoWise.
• Coordinate with subcontractors for transport, warehousing, and port operations.
• Liaise with local carriers and authorities (KRA, KPA, CFS, KEBs, KEPHIS) for timely clearance and release of shipments.
• Identify, manage, and mitigate operational risks while planning end-to-end global shipments from origin to destination.

Requirements and Qualifications

• Diploma or Degree in a Commercial or Logistics field is advantageous.
• At least 5 years of operational experience in the industry.
• Achievement-oriented with a commercially driven mindset.
• Proficiency in Microsoft Office applications.
• Excellent time management and customer management skills.
• Effective communication and telephone manner.
• Strong team player capable of working under extreme pressure.
• Self-motivated with good interpersonal and negotiating skills.
• Ability to work unsupervised with a high level of attention to detail.

How to Apply

Interested and qualified candidates should apply online via the DHL careers portal. Follow the link below to submit your application: Apply to DHL Operations Team Leader