Customer Service Manager

Customer Service Manager | Durban | Permanent

This is a rare opportunity to build and lead a national Customer Service function from the ground up. You’ll take ownership of service performance end-to-end, embedding consistency, accountability, and excellence across a complex, multi-branch operation.

Reporting to senior leadership, this role is responsible for establishing a centralized Customer Service model based in Durban, transitioning from fragmented branch-based practices to a standardized national operation. It is a hands-on leadership role that requires strong change management capabilities, operational credibility, and a deep commitment to customer outcomes.

You will lead a national team with full accountability for service quality, responsiveness, and data integrity. Beyond day-to-day performance, the role focuses on uplift: improving capability, embedding best practice processes, strengthening governance, and driving continuous improvement across all customer-facing service activities.

The client is a well-established player in a complex, operationally intensive environment, serving a diverse customer base across multiple commodities. The business is investing in structure, discipline, and service excellence as a key differentiator in a competitive market.

What You’ll Do

• Establish and embed a centralised national Customer Service model based in Durban

• Lead customer service transformation, standardisation, and change management

• Own national service performance, KPIs, and continuous improvement initiatives

• Lead, coach, and develop a high-performing customer service team

• Act as the senior escalation point for key customers and complex service issues

• Ensure accurate and timely processing of bookings, documentation, and service data

• Drive proactive customer communication standards and escalation protocols

• Lead specialised customer service streams, including temperature-controlled cargo

• Partner closely with Operations, Sales, Logistics, and Documentation teams

What You Bring

• Proven leadership experience in customer service or operations within logistics, shipping, or a complex service environment

• Demonstrated success in building or transforming teams and operating models

• Strong change management and stakeholder engagement capability

• Operationally credible, commercially aware, and customer-focused

• Confident decision-maker with the ability to set standards and hold teams accountable

What Success Looks Like

• A fully embedded, high-performing national Customer Service function

• Consistent service delivery and improved customer satisfaction across the network

• Clear processes, strong governance, and reliable service data

• A capable, engaged team operating to common standards