Customer Service Manager

2 weeks ago

KwaZuluNatal, South Africa Boxer Superstores Full time

**Job Advert Summary**:
**Join Boxer Superstores at our Distribution Centre in Lynnfield**
We are on the hunt for an experienced and solutions-driven **Customer Service Manager** to lead store service operations at our Lynnfield Distribution Centre. If you're passionate about operational excellence, thrive in a high-volume environment, and want to be part of a proudly South African retail champion - this role is for you.

**About the Role**:
As the Customer Service Manager, you will be responsible for ensuring accurate, timely communication and execution of store orders, ETA updates, delivery issue resolutions, and end-to-end customer service support across all delivery-related matters. You will serve as the critical link between the DC and stores.

**Minimum Requirements**:
**Minimum Requirements**:

- Grade 12 / Matric
- 3-5 years’ experience in a **customer service** or **operations role** within a **warehouse or retail** environment
- Prior **management/supervisory** experience
- Proficient in **Microsoft Excel**
- Strong communication and coordination skills

**Duties and Responsibilities**:
**Duties and Responsibilities**
- Store Orders Including Jabs
- Monitor and combine electronic store orders with Jabs, ensuring alignment to the transport plan.
- Daily Communication to Store Managers and Regionals
- Engage stores daily for delivery feedback and resolve queries promptly.
- Share promotion updates, manage overstocks between stores, and analyse store service trends.
- Approving Transport Plan
- Align the pick plan with the transport plan through coordination with Transport and Floor teams.
- Ensure routing is cost-effective and orders are adjusted to suit delivery logistics.
- Third-Party Logistics (3PLs)
- Activate 3PLs when fleet capacity is exceeded, considering cost-effectiveness.
- Communicate 3PL usage with Transport Planning and Outbound departments.
- Managing Help Desk Queries
- Resolve queries within SLA and provide weekly updates on outstanding issues.
- Document queries for analysis and identify service trends.
- Processing Transporter Invoices
- Verify monthly invoices against store orders and highlight any discrepancies.
- Sign off and submit invoices to DC Finance.
- Arranging Night Deliveries
- Coordinate with stores, transport, and security to execute night deliveries with 24-hour notice.
- Adjust pick and transport plans to support night dispatches.
- Staff Management
- Oversee attendance, training, discipline, and ensure staff meet KPIs.
- Conduct store visits to build awareness and assess team effectiveness.
- Pallet Control
- Reconcile pallets weekly and manage returns from stores and to suppliers.
- Report non-compliance and communicate reconciliation in KPI meetings.

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