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Johannesburg: National Customer Service and Documentation Manager

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Job Description

About the Role

We are seeking a seasoned leader to establish and lead our national Customer Service and Documentation function, driving transformation and operational excellence across our complex logistics environment. As a key member of our senior leadership team, you will shape how we deliver customer service and documentation, setting the tone for a unified, standardised model that aligns with our commercial priorities and regulatory requirements.

Key Responsibilities

  • Establish and implement a centralised national customer service operating model
  • Design SOPs, governance frameworks, and escalation protocols
  • Lead customer service transformation and change management initiatives
  • Build and structure a high-performing national team, including capacity planning and performance management
  • Act as the senior escalation point for key customers and complex service issues
  • Drive service consistency, system discipline, and data accuracy
  • Introduce and optimise digital tools and CRM systems
  • Monitor KPIs, analyse trends, and implement continuous improvement initiatives
  • Lead the national documentation function, ensuring compliance and operational efficiency
  • Oversee outsourced documentation providers and manage complex documentation cases
  • Ensure compliance with customs, port regulations, and global trade standards
  • Implement documentation controls to minimise risk, errors, and cost exposure
  • Coordinate cross-functionally to meet operational deadlines and vessel schedules

Requirements

  • Strong leadership experience in customer service and documentation within shipping, logistics, or freight forwarding
  • Proven track record in building or transforming operating models and service functions
  • Deep understanding of shipping documentation, customs processes, and port operations
  • Experience designing SOPs, governance structures, and service frameworks
  • Exposure to reefer or perishable cargo environments is advantageous

Qualifications

  • Formal education/certifications (Bachelor’s, LLB, Matric, etc.) not specified in the original job description, so skipped.
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Salary & Benefits

No information provided about salary or benefits.

How to Apply

Click the green “Go Apply” button below to apply directly online with the employer.

About IT / Computing / Software Jobs in Gauteng

In Gauteng, the IT and computing industry is a significant contributor to the province’s economy, with a steady demand for skilled professionals. Typically, this field is characterized by rapid technological advancements, innovative projects, and a high level of job satisfaction among employees. Generally, career prospects in this sector are strong, with a range of opportunities available across various industries.

Salaries for IT and computing professionals in Gauteng can vary widely depending on factors such as experience, company size, and industry sector. While it is common to see salaries ranging from R400 000 to R1,200 000 per annum, these figures are only a general guideline and actual salaries may differ significantly. For instance, senior executives or technical leads with extensive experience may command higher salaries, while entry-level positions may start at lower levels.

Common skills required for IT and computing roles in Gauteng include proficiency in programming languages such as Java, Python, or C++, knowledge of cloud platforms like AWS or Azure, and experience with agile development methodologies. Additionally, understanding of data analysis and interpretation, cybersecurity principles, and IT project management are often essential. Familiarity with popular software applications, such as Microsoft Office 365 or Google Workspace, is also beneficial.

The financial services sector, technology industry, manufacturing sector, and government departments are among the common industries that employ IT and computing professionals in Gauteng. These sectors require a range of skills and expertise, from data analysis to network administration, making them attractive options for career development.

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For those seeking a career in IT and computing, there are numerous opportunities for professional growth and development. Typically, career progression involves moving into senior roles or specialized positions, such as technical lead, solutions architect, or data scientist. Opportunities for further education and training, such as certifications or postgraduate studies, can also enhance job prospects. Generally, a strong understanding of industry trends, networking, and continuous learning are essential for success in this field.


This information provides general career guidance. Actual salaries and requirements vary by employer.



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