Customer Service Manager - Tongaat at Boxer Superstores

Minimum Requirements:

• Grade 12 / Matric
• 3–5 years’ experience in a customer service or operations role within a warehouse or retail environment
• Prior management/supervisory experience
• Proficient in Microsoft Excel
• Strong communication and coordination skills

Duties and Responsibilities

Store Orders Including Jabs

• Monitor and combine electronic store orders with Jabs, ensuring alignment to the transport plan.
• Email tonnage, transactions, and strike rate reports to relevant departments.

Daily Communication to Store Managers and Regionals

• Engage stores daily for delivery feedback and resolve queries promptly.
• Share promotion updates, manage overstocks between stores, and analyse store service trends.

Approving Transport Plan

• Align the pick plan with the transport plan through coordination with Transport and Floor teams.
• Ensure routing is cost-effective and orders are adjusted to suit delivery logistics.

Third-Party Logistics (3PLs)

• Activate 3PLs when fleet capacity is exceeded, considering cost-effectiveness.
• Communicate 3PL usage with Transport Planning and Outbound departments.

Managing Help Desk Queries

• Resolve queries within SLA and provide weekly updates on outstanding issues.
• Document queries for analysis and identify service trends.

Processing Transporter Invoices

• Verify monthly invoices against store orders and highlight any discrepancies.
• Sign off and submit invoices to DC Finance.

Arranging Night Deliveries

• Coordinate with stores, transport, and security to execute night deliveries with 24-hour notice.
• Adjust pick and transport plans to support night dispatches.

Staff Management

• Oversee attendance, training, discipline, and ensure staff meet KPIs.
• Conduct store visits to build awareness and assess team effectiveness.

Pallet Control

• Reconcile pallets weekly and manage returns from stores and to suppliers.
• Report non-compliance and communicate reconciliation in KPI meetings.