Integrated Customer Service Centre Manager at Vector Logistics

Job Purpose

• To provide strategic and operational leadership for the Vector Integrated Customer Services Centre, ensuring the effective end-to-end management of customer order origination and capture, customer queries, demand, supply and capacity planning, primary and secondary distribution planning, and international planning requirements. The role integrates customer service and supply chain activities to deliver targeted service levels, operational efficiency, commercial value and sustainable continuous improvement across the Vector network.

Key Responsibilities

• Lead the day-to-day operation and strategic development of the Integrated Customer Services Centre.
• Provide end-to-end oversight of customer-facing supply chain services, including order capture, customer queries and complaint resolution.
• Lead demand, supply and capacity planning processes to balance customer service, stock availability and operational capacity.
• Oversee primary and secondary transport planning across the Vector network, including international planning requirements.
• Establish and monitor service-level, planning, customer service and transport performance measures, and lead corrective action where performance is below target.
• Drive the migration from manual to automated order channels and support the implementation of relevant FMCG and customer-service technologies.
• Lead multifunctional teams through organisational, process and technology change, from concept through implementation.
• Build senior customer relationships and collaborate with internal functions to resolve service risks and improve customer experience.
• Manage the function within approved financial parameters, with focus on cost optimisation, margin, cash flow and sustainable value delivery.
• Develop team capability, leadership depth, accountability and a culture of continuous improvement.
• Prepare accurate performance analysis, dashboards and executive reports for business decision-making.

Key Relationships

Internal

• Executive and senior leadership.
• Commercial.
• Customer.
• Sales.
• Operations.
• Warehousing.
• Transport.
• Finance.
• Information Technology.
• Human Resources.
• Procurement.
• Other supply chain teams.

External

• Senior customer stakeholders, key clients, suppliers, technology providers, transport partners and other service providers.
• Interactions focus on service delivery, planning alignment, operational performance, issue resolution, commercial outcomes and continuous improvement.

Qualifications, Skills and Experience Required for the Job

Qualifications and Experience

• Relevant Bachelor’s degree or equivalent qualification in Supply Chain Management, Logistics, Operations Management, Commerce, Industrial Engineering or a related discipline is recommended.
• Postgraduate qualification in Supply Chain, Operations or Business Management would be advantageous.
• Relevant training in customer service, transport planning, change management, project management or data analytics would be advantageous.
• Minimum five years’ proven leadership experience within a complex FMCG supply chain environment.
• Proven experience leading large, multifunctional supply chain teams across several of the following areas: customer services, demand and supply planning, capacity planning, primary transport and secondary transport.
• Proven track record of implementing complex change initiatives that deliver growth, service improvement, cost reduction or productivity benefits.
• Demonstrated experience in senior customer relationship management.
• FMCG cold-chain experience would be advantageous.
• Experience implementing automation, technology or process-improvement initiatives in a customer service or supply chain environment would be advantageous.

Skills and Competencies

• Advanced knowledge of integrated supply chain, sales and operations planning, demand planning, supply planning and capacity planning.
• Sound understanding of transport planning and execution principles across primary and secondary distribution.
• Strong understanding of customer service or contact centre operations, service metrics and complaint-resolution processes.
• Ability to evaluate trade-offs between stock levels, operational capacity, cost and targeted customer service levels.
• Strong commercial and financial acumen, including understanding of income statements, accounting principles, margin and cash flow management.
• Advanced analytical, performance-reporting and problem-solving capability.
• Working knowledge of SAP is advantageous.
• Knowledge of supply and operations planning tools such as Barnton or similar is important.
• Experience with complex Transport Management Systems and Customer Relationship Management platforms is highly advantageous.
• Strong Microsoft Office capability, particularly Excel, PowerPoint and Power BI.
• Excellent written and verbal communication, negotiation and senior stakeholder-management skills.