Customer Services Manager

Mondi Group; Durban; On-site; ZAR 600 000 - 800 000; Full time

Job summary

A leading paper and pulp company based in KwaZulu-Natal is seeking a Customer Services Manager to lead teams at Durban mills. The role involves optimizing order management, maintaining high customer satisfaction through reviews, and developing team capabilities. The ideal candidate will possess a degree in Supply Chain or Business, along with significant experience in customer service, international trade, and supply chain processes. A commitment to safety and compliance is essential.

Qualifications

• 5 – 10 years of experience in a senior role in customer service.
• Experience in international trade and management of goods flow.
• Understanding of global networks in a multi-national organization.

Responsibilities

• Lead customer service teams at mills for efficient order management.
• Ensure on-time delivery and customer satisfaction through reviews.
• Manage expectations and develop people within the department.

Skills

Supply Chain process understanding

Project management know-how

Customer Service experience

Education

Supply Chain / Commercial Degree or equivalent

Tools

SAP S4 Hana

Job description

Job title : Customer Services Manager

Job Location : KwaZulu-Natal, Durban

Deadline : December 25, 2025

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Your mission :

• Lead the Customer Service teams at Merebank and Richards Bay mills and have a strong team set-up in place allowing an efficient way of order management activities.
• Strong co‑operation with stakeholders along the value chain in order to optimize business deliverables (including but not limited to Sales, Production Planning, Logistics, S&OP etc.)
• Maintain the requisite On‑Time‑In‑Full (OTIF) score across domestic and international customers as a key indicator of Mondi's overall efficiency, reliability, and ability to satisfy customers, ensuring the Supply Chain successfully meets customer expectations for both timeliness and accuracy, ensuring orders delivered to customers are within the agreed lead time and with the complete, correct quantity of items.
• Always striving to an excellent level of customer satisfaction by implementing quarterly reviews to measure customer service.
• Assign customers to the Customer Service Co‑ordinators; co‑ordinate responsibilities amongst all team members (including managing leave for local Customer Service Co‑ordinators and co‑ordinate replacement matrix).
• Define the training needs of local Customer Service Co‑ordinators to handle order management processes.
• Looking for continuous improvement opportunities in order to create value for customers while increasing efficiency.
• Being a role model for innovative solutions (e.g. Mondi Fit For Future solutions, digitalisation etc.) in order to support our company’s aspiration in being the paper and pulp industry lead.
• Managing the orderbook for Uncoated Fine Paper, Pulp & CCM (container board) sales.
• Tracking sales progress measured against the budgeted requirements.
• Update pricing of materials ahead of pricing becoming effective.
• Customer Service Processes to be documented.
• Customer mapping of materials to be done for existing & new materials.
• Investigating errors relevant to the Customer Service team and implement improvement measures.
• Reviewing aged stock and applying FIFO on order management.
• Managing expectations of individual markets serviced by customers service team to achieve overall targets (setting performance and service indicators).
• Manage a global network of customers together with the Supply Chain team, Sales managers and Sales teams to achieve the required targets.
• Give high focus on people development while leading one of the biggest departments in the Supply Chain.
• Act in compliance with the Quality, Environment, Safety and Occupational Hygiene Management System and Forest Stewardship Council (FSC) / Programme for the Endorsement of Forest Certification (PEFC) chain of custody.
• Full compliance to the Revenue Recognition policy for month‑end processing.
• Support the requirements for audits with the internal and external auditors.

Your profile :

• Supply Chain / Commercial Degree or working towards a tertiary qualification, with business background
• 5 – 10 years of experience in a senior / lead customer service role
• 5 – 10 years of experience in international trade and the management of goods flow.
• 5 – 10 years of experience in working in Customer to Cash environment (SAP S4 Hana – Sales Order Management Insights)
• Understanding of global networks within a multi‑national organization.
• Supply Chain process understanding especially in a manufacturing environment.
• Project management know‑how.
• Customer Service jobs