Customer Service Operations Lead | Gauteng at Managed People Solutions

Job Responsibilities

Customer Service Leadership

• Lead the day-to-day operations of the Customer Service function.
• Allocate workloads and monitor team performance and service delivery.
• Coach, mentor, and support Customer Service Agents to achieve operational excellence.
• Foster a customer-first culture focused on service quality and responsiveness.

Customer Experience

• Ensure customer enquiries are resolved professionally and within agreed service levels.
• Build and maintain strong customer relationships through effective communication.
• Manage customer escalations and implement effective resolutions.
• Monitor customer feedback and identify opportunities to improve service delivery.

Order Management

• Oversee the end-to-end customer order process.
• Ensure customer orders are processed accurately and efficiently.
• Coordinate with Operations and Supply Chain teams to resolve fulfilment challenges.
• Maintain high levels of order accuracy and service reliability.

Operational Excellence

• Monitor customer service KPIs and identify continuous improvement opportunities.
• Improve customer service processes and standard operating procedures.
• Ensure compliance with company policies, procedures, and operational controls.
• Maintain accurate customer records and service documentation.

Collaboration

• Partner closely with Supply Chain, Warehouse, Transport, and Commercial teams.
• Coordinate customer communications relating to stock availability and deliveries.
• Support new customer onboarding and service implementation activities.
• Contribute to business-wide continuous improvement initiatives.

Leadership & People Development

• Conduct regular coaching sessions and performance discussions.
• Develop team capability and support employee growth.
• Assist with succession planning and talent development initiatives.
• Promote accountability, collaboration, and continuous learning.

What Success Looks Like

Success in this role is demonstrated when:

• Customers consistently receive exceptional service.
• Customer enquiries are resolved within agreed service level agreements.
• Customer satisfaction levels continue to improve.
• Order accuracy remains consistently high.
• Customer complaints decrease through proactive issue resolution.
• Customer Service KPIs are achieved or exceeded.
• Customer Service processes become increasingly efficient and effective.
• Team capability, engagement, and performance continue to grow.

Qualifications

Essential

• Diploma or Degree in Business Management, Customer Service, Supply Chain, or a related discipline.

Preferred

• Customer Experience qualification.
• Leadership or Management qualification.

Experience and Technical Knowledge

Experience

• 5–8 years' Customer Service experience.
• Experience within FMCG, beverage, or distribution environments.
• Proven team leadership and people management experience.
• Customer relationship management experience.
• Order management experience.
• Service delivery and operational performance management experience.

Technical Knowledge

• ERP Systems
• Microsoft 365
• CRM Systems
• Power BI
• Advanced Excel
• Customer Service reporting and KPI management

Closing Date 31 July 2026