Customer Care and Operations Manager

Job Position: Customer Care and Operations Manager

Ref: 5310

Location: Cape Town (Blackheath)

Salary: R25 000 to R30 000 per month CTC commensurate with qualification and experience

Email your CV to recruit@onlinepersonnel.co.za

Responsible for overseeing all warehouse operations, ensuring that the right products are delivered to the correct locations efficiently and on time. This role includes managing team performance, streamlining the receiving and dispatching processes, and maintaining an organized and effective storage system

The Customer Care function is dedicated to delivering service with professionalism and a helpful attitude, ensuring all customer needs are met. It plays a key role in implementing structured procedures that enhance responsiveness and support the broader objectives of the company.

Qualifications / Requirements:

• Matriculated
• Related Degree or Diploma in Logistics/Warehouse/Supply Chain Management
• Minimum 10 years experience in warehousing and distribution
• Minimum 5 years middle or senior management experience
• Experience in FMCG/distribution industry is preferred
• Previous experience in Syspro or related ERP system is essential
• Valid drivers licence
• Knowledge of EH&S
• Previous experience and knowledge of customer care or customer service environment
• Good knowledge of management methods and techniques
• Awareness of industry’s latest technology trends and applications
• Strong client-facing and communication skills
• Deadline-oriented
• Critical thinking and problem-solving skills
• Planning and organisational skills

Key Performance Areas:

Warehouse/Distribution:

• Manage and maintain receiving, warehousing, and distribution operations by initiating, coordinating, and enforcing operational policies and procedures
• Ensure the implementation and adherence to company policies and procedures
• Set distribution goals and plan and manage distribution operations to achieve set goals
• Control resources and utilise assets to achieve targets
• Maintain strict inventory control and ensure that inventory integrity is correct (cycle counts/stock takes/reconciling of data)
• Oversee daily routes and improve route plans to ensure timely deliveries
• Adhere to and manage the approved budget
• Develop cost reduction initiatives while maintaining productivity and quality
• Maintain an orderly workflow according to priorities

Customer Care:

• Improve customer service experience, create engaged customers
• Take ownership of customers’ issues and follow problems through to resolution
• Set a clear mission and deploy strategies focused towards that mission
• Develop service procedures, policies and standards
• Keep accurate records and document customer service actions and discussions
• Analyse statistics and compile accurate reports

General:

• Train staff and monitor their performance and progress
• Develop and monitor procedures for the health and safety and security of the work environment and all goods
• Manage the planned maintenance of vehicles, machinery and equipment
• Maintain physical condition of warehouse by planning and implementing new design layouts; inspecting equipment; issuing work orders for repair and requisitions for replacement
• Motivate, organize and encourage teamwork within the workforce to ensure set productivity targets are met
• Maintain inter-departmental collaboration and communication
• Stay updated on legislation and requirements for warehousing, shipping, and material handling, and ensure that warehouse complies