Logistics & Customer Service Manager

OVERVIEW
The primary focus of this role is to oversee the entire Operations Team, including Customer Service and Warehouse, ensuring that team KPIs are consistently met. The role is responsible for managing day-to-day operations, ensuring that all tasks are completed to the expected level of quality. Additionally, it involves handling escalations from the teams, providing guidance, and resolving issues in a timely and effective manner.

KEY ROLES
• Develops and implements process to ensure smooth daily operation:
• Quotation: Oversee CSD compliance in handling quotes efficiently and within established timelines.
• Purchasing: Coordinate order fulfilment, address queries, and resolve requests or complaints.
• Warehouse: Oversee warehouse operations, ensuring compliance with inventory control, receiving, and shipping procedures.
• Align departmental goals and objectives with the company’s overall strategy.
• Engage with customers to identify process improvements and collaborate on solutions to address procedural gaps.
• Foster communication with the local team, sharing ideas and providing leadership, guidance, and mentorship to staff.
• Report regularly to management on progress against key business metrics.
• Lead process improvement initiatives to enhance operational efficiency, cost control, and customer satisfaction.
• Ensure compliance with ISO standards, company policies, Customs, and PEZA regulations, while maintaining audit readiness.

RESPONSIBILITIES
• Ensure adherence to processes, timely completion of tasks, and maintenance of service quality standards.
• Resolve escalations and address special customer requests by implementing effective solutions.
• Initiate and lead projects aimed at enhancing operational efficiency and effectiveness.
• Coach, mentor, and develop associates, empowering them to exceed expectations while creating opportunities for career growth and succession planning.
• Other duties as assigned to support business needs.

EDUCATION, PROFESSIONAL QUALIFICATION, EXPERIENCE & SKILLS
• Bachelor’s degree in business administration or equivalent combination of education with at least 5 years of relevant working experience.
• Strong people management skills with the ability to lead, motivate, and develop teams.
• In-depth knowledge of business processes and organizational functions.
• Excellent communication and decision-making skills with the ability to engage effectively at all levels.
• Proficient in Microsoft 365 (Word, Excel, PowerPoint, Outlook) and adept at learning new business systems and software platforms as needed.