Customer Service Manager

Edge Executives; Durban; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A well-established company in Durban is seeking a Customer Service Manager to build and lead a national Customer Service function. This role involves transforming service practices, ensuring service quality and responsiveness, and driving continuous improvement. Candidates should have proven leadership experience in a logistics or operational environment and possess strong change management skills. This is a unique opportunity for a hands-on leader to enhance service excellence across a complex operation.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Leadership experience in customer service or operations

Change management capability

Stakeholder engagement

Operational credibility

Customer focus

Job description

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