Job Description
About the Role
A leading organisation within the logistics and cargo sector is seeking an experienced Customer Service Manager to champion customer experience, service delivery, and operational support across a national footprint.
Key Responsibilities
- Lead the national customer service function, ensuring exceptional service delivery and customer satisfaction.
- Develop and implement customer experience strategies that enhance client engagement, loyalty, and retention.
- Manage and resolve escalated customer complaints and service-related issues, ensuring timely and effective resolution.
- Build and maintain strong relationships with clients, internal stakeholders, and service providers to ensure seamless service delivery.
- Monitor and report on customer service KPIs, customer feedback, service trends, and operational performance metrics.
- Drive continuous improvement initiatives aimed at enhancing service quality, customer satisfaction, and operational efficiency.
- Lead, coach, and develop customer service teams to foster a high-performance, customer-focused culture.
- Ensure adherence to service level agreements (SLAs) and identify opportunities to improve customer outcomes.
- Collaborate with operational teams to align service delivery objectives with customer expectations.
- Manage departmental budgets, resource planning, and workforce optimisation initiatives.
Requirements
Education: Diploma or Degree in Business Management, Customer Service, Operations Management, or a related field (NQF Level 7).
Experience: 5+ years’ experience in Customer Service Management, Client Services, or Service Delivery Management.
- Proven experience leading customer-facing teams in a high-volume, fast-paced environment.
- Experience within logistics, transportation, cargo, aviation, supply chain, or related service industries will be advantageous.
- Demonstrated success in improving customer satisfaction, retention, and service performance.
- Experience managing stakeholder relationships, escalations, and service delivery frameworks.
- Exposure to HR, performance management, and employee relations matters.
Qualifications
None mentioned.
Salary & Benefits
No information available.
How to Apply
Click the green “Go Apply” button below to apply directly online with the employer.
About Other Clearing and Forwarding Jobs in Gauteng
The clearing and forwarding industry in Gauteng, South Africa is a significant sector that involves the transportation and logistics of goods, often involving complex supply chain management. Generally, this field operates within a diverse range of industries, including but not limited to the manufacturing sector, where products are transported from suppliers to customers, and the technology industry, where equipment is shipped internationally.
Typically, salaries for clearing and forwarding professionals in Gauteng fall within broad ranges, often between R400 000 to R800 000 per annum. However, it’s essential to note that actual salaries can vary greatly depending on factors such as experience, company size, and industry sector. For instance, a seasoned professional with extensive experience may earn significantly more than someone just starting their career in this field.
Common skills required for clearing and forwarding roles include strong communication and problem-solving abilities, a good understanding of logistics and transportation regulations, and proficiency in shipping software and technology platforms. Typically, candidates with degrees or diplomas in business management, supply chain management, or logistics are well-suited for these types of positions. Often, experience working within the industry is also highly valued by employers.
The clearing and forwarding industry commonly employs professionals from a variety of sectors, including manufacturing, technology, and e-commerce. These roles often involve coordinating international shipments, managing warehouse operations, and ensuring compliance with regulatory requirements. In terms of career development, there are opportunities for advancement to management or senior leadership positions within the industry, as well as the chance to specialize in specific areas such as customs brokerage or freight forwarding.
This information provides general career guidance. Actual salaries and requirements vary by employer.
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