Supply Chain & Customer Operations Lead

3L Consulting (Pty) Ltd; Kempton Park; On-site; ZAR 900,000 - 1,300,000; Full time

Job summary

3L Consulting (Pty) Ltd is seeking a Supply Chain & Customer Operations Lead in Kempton Park to own the end-to-end order and fulfilment journey—from order receipt through to delivery. You will manage ecommerce orders, production planning, inventory, and logistics, while driving continuous improvement and customer service excellence.

The role requires 5–10 years in supply chain, logistics or related operations, with experience in FMCG/ manufacturing or direct-to-consumer contexts.

Qualifications

• Diploma or Degree in Supply Chain Management, Logistics, Operations Management, Commerce or a related field.
• 5–10 years’ experience in supply chain, logistics, fulfilment, customer operations or a related operational role.
• Proven experience managing end-to-end order fulfilment.
• Experience working with courier networks, third-party logistics providers and distribution partners.
• Experience within FMCG, manufacturing, retail or distribution environments is preferred.
• E-commerce, online fulfilment or direct-to-consumer experience will be highly advantageous.

Responsibilities

• Own the complete order fulfilment process, from order placement through to delivery.
• Manage orders received through e-commerce platforms, customer portals and direct sales channels.
• Ensure orders are processed accurately, efficiently and within agreed service levels.
• Act as the primary operational contact for order, delivery and fulfilment queries.
• Communicate proactively with customers, manage expectations and resolve escalations professionally.
• Identify and address fulfilment or service issues before they negatively affect customers.
• Monitor customer feedback and continuously improve the customer experience.
• Coordinate procurement, inventory replenishment and stock availability in line with demand.
• Monitor inventory levels and take corrective action to prevent stock shortages or excess stock.
• Maintain accurate inventory records and support stock counts, cycle counts and audits.
• Assist with demand planning and forecasting.
• Coordinate production schedules to meet customer demand, considering capacity, stock availability and service requirements.
• Adjust production plans in response to demand changes, supply constraints and operational challenges.
• Monitor production performance and communicate potential risks proactively.
• Coordinate relationships with couriers, third-party logistics providers and distribution partners.
• Track deliveries and drive on-time, in-full execution.
• Monitor delivery performance against agreed service level agreements.
• Investigate and resolve delivery failures, claims and service incidents.
• Identify opportunities to improve transport costs, delivery performance and service levels.
• Develop and implement scalable operational processes that support business growth.
• Identify inefficiencies and introduce practical process improvements.
• Develop and maintain operational dashboards and KPI reports.
• Support the implementation of new systems, tools and processes.
• Contribute to building a high-performance, customer-focused culture within the business unit.

Skills

Supply chain planning

Analytical skills

Communication

Independent work

Education

Diploma/Degree in SCM or related field

Tools

Syspro ERP

ERP systems

Job description

Reports To: Leadership Team

About the Opportunity

The company is launching a new growth-focused business unit driven by e-commerce, direct-to-consumer fulfilment and customer-centric operations.

This is an exciting opportunity to help build and shape scalable supply chain and customer operations within an established manufacturing business.

Purpose of the Role

The Supply Chain & Customer Operations Lead will take ownership of the end-to-end customer order and fulfilment journey—from order receipt and production planning through to inventory management, logistics coordination, customer communication and final delivery.

Reporting to the Leadership Team, the successful candidate will ensure accurate, efficient fulfilment and exceptional customer service while developing practical, scalable processes that support future growth.

This is a hands-on role for an experienced, entrepreneurial supply chain professional who can work independently, solve operational challenges and bring structure, accountability and continuous improvement to a fast-paced environment.

Key Responsibilities

• Order Fulfilment and Customer Operations

  • Own the complete order fulfilment process, from order placement through to delivery.

  • Manage orders received through e-commerce platforms, customer portals and direct sales channels.

  • Ensure orders are processed accurately, efficiently and within agreed service levels.

  • Act as the primary operational contact for order, delivery and fulfilment queries.

  • Communicate proactively with customers, manage expectations and resolve escalations professionally.

  • Identify and address fulfilment or service issues before they negatively affect customers.

  • Monitor customer feedback and continuously improve the customer experience.

• Supply Chain, Inventory and Production Planning

  • Coordinate procurement, inventory replenishment and stock availability in line with demand.

  • Monitor inventory levels and take corrective action to prevent stock shortages or excess stock.

  • Maintain accurate inventory records and support stock counts, cycle counts and audits.

  • Assist with demand planning and forecasting.

  • Coordinate production schedules to meet customer demand, considering capacity, stock availability and service requirements.

  • Adjust production plans in response to demand changes, supply constraints and operational challenges.

  • Monitor production performance and communicate potential risks proactively.

• Logistics and 3PL Management

  • Coordinate relationships with couriers, third-party logistics providers and distribution partners.

  • Track deliveries and drive on‑time, in‑full execution.

  • Monitor delivery performance against agreed service level agreements.

  • Investigate and resolve delivery failures, claims and service incidents.

  • Identify opportunities to improve transport costs, delivery performance and service levels.

• Operational Growth and Continuous Improvement

  • Develop and implement scalable operational processes that support business growth.

  • Identify inefficiencies and introduce practical process improvements.

  • Develop and maintain operational dashboards and KPI reports.

  • Support the implementation of new systems, tools and processes.

  • Contribute to building a high-performance, customer-focused culture within the business unit.

Key Performance Indicators

Performance will be measured against:

• Order fulfilment accuracy.

• On‑time, in‑full delivery performance.

• Customer satisfaction and response times.

• Inventory accuracy and stock availability.

• Order processing turnaround times.

• Courier and 3PL performance.

• Working capital and inventory optimisation.

• Supply chain cost management.

• Successful delivery of continuous improvement initiatives.

Experience and Qualifications

• A Diploma or Degree in Supply Chain Management, Logistics, Operations Management, Commerce or a related field.

• 5–10 years’ experience in supply chain, logistics, fulfilment, customer operations or a related operational role.

• Proven experience managing end-to-end order fulfilment.

• Experience working with courier networks, third-party logistics providers and distribution partners.

• Experience within FMCG, manufacturing, retail or distribution environments is preferred.

• E-commerce, online fulfilment or direct-to-consumer experience will be highly advantageous.

Knowledge and Skills

• Strong supply chain planning and operational coordination capabilities.

• Advanced Microsoft Excel skills and strong analytical and reporting ability.

• Experience working with ERP and order management systems; Syspro experience is advantageous.

• Strong problem-solving, decision-making and communication skills.

• A strong customer service orientation and sound commercial awareness.

• Ability to manage multiple priorities and work independently in a changing environment.

• A process-driven approach, balanced with flexibility and practical thinking.

Personal Attributes

The ideal candidate will:

• Take full ownership and accountability for outcomes.

• Be entrepreneurial, hands‑on and willing to get involved wherever needed.

• Remain resilient, adaptable and calm under pressure.

• Be highly organised and detail‑oriented.

• Act with urgency without compromising quality.

• Learn quickly, self-correct and continuously improve processes.

• Build trust and credibility across teams.

• Think like a business owner and be motivated by building sustainable operations for the long term.

Work Environment and Other Requirements

• Must be based in, or willing to work in, the Kempton Park area.

• Must be comfortable working in a fast-paced manufacturing and/or warehouse environment.

• The role may require periods of standing, walking and moving between departments.

• Occasional handling or lifting of documents, files or light materials may be required.

• The role involves frequent use of computers, electronic equipment and operational technology.

Package and Opportunity

• A competitive, market-related Total Cost to Company package will be offered, aligned with the seniority and scope of the role.

• The successful candidate will have the opportunity to help build and shape a new growth business within an established South African FMCG organisation.

• The role offers significant ownership and exposure across the complete supply chain and customer journey, with the opportunity to create scalable processes that support future growth.