Johannesburg: Manager Operations: Customer Service Department posted by Hire Resolve

A leading air cargo and logistics company is looking for an experienced Manager Operations: Customer Service Department (CSD) with strong experience in customer service management, stakeholder engagement, logistics operations, and customer experience to join their team in Johannesburg. The successful candidate will be responsible for overseeing national customer experience, domestic operations, and service delivery while ensuring operational efficiency, regulatory compliance, and high levels of customer satisfaction within a fast-paced cargo and logistics environment.

Responsibilities:

• Manage and oversee customer service operations to ensure high levels of professionalism and customer satisfaction

• Develop and implement customer relationship and customer experience improvement strategies

• Investigate and resolve customer service and operational complaints within agreed timelines

• Build and maintain strong relationships with internal and external stakeholders

• Conduct customer and stakeholder meetings to review operational performance and service levels

• Monitor Service Level Agreements (SLAs) and ensure compliance by service providers

• Compile operational and audit reports and present monthly operational performance updates

• Manage incidents, discrepancies, hazards, and claims to ensure timely resolution

• Oversee staff training, compliance, performance management, and disciplinary processes

• Manage manpower planning and operational resource allocation

• Facilitate collaboration between operational departments and stations nationally

• Ensure cargo operations comply with operational, safety, and security standards

• Conduct audits and ensure compliance with aviation and regulatory requirements

• Manage operational budgets, expenditure, and financial reporting processes

• Support customer retention initiatives and identify opportunities to improve revenue

• Oversee procurement, asset management, and maintenance of operational equipment and vehicles

Requirements:

• Diploma in Business Management, Administration, or related field (NQF Level 7)

• Minimum 35 years operational experience within cargo, logistics, or related operations

• Minimum 3 years management experience within logistics or operational environments

• Strong customer service and customer-facing experience

• Experience engaging with internal and external stakeholders

• Previous experience within logistics, cargo, freight, or supply chain environments advantageous

• Experience dealing with HR and IR-related matters

• Strong leadership and people management skills

• Excellent communication, problem-solving, and organisational skills

• Computer literacy and strong reporting capabilities

• Knowledge of operational compliance, safety, and quality assurance processes

• Valid drivers licence and own transport

• Ability to work extended hours and travel nationally when required

Benefits:

• Salary: negotiable.

Contact Hire Resolve for your next career-changing move.

Apply for this role today, contact Abigail King at Hire Resolve or on LinkedIn.

You can also visit the Hire Resolve website: hireresolve.us or email us your CV:  .za

We will contact you telephonically in 3 days should you be suitable for this vacancy. If you are not suitable, we will put your CV on file and contact you regarding any future vacancies that arise.