Job Description

###

Job Advert Summary

###

Customer Service Manager - Tongaat Distribution Centre (KZN)

Location:

Tongaat, KwaZulu-Natal

Start Date:

Mid-Year 2025

Join Boxer Superstores at our brand-new Distribution Centre in Tongaat!

We are on the hunt for an experienced and solutions-driven

Customer Service Manager

to lead store service operations at our new facility. If you're passionate about operational excellence, thrive in a high-volume environment, and want to be part of a proudly South African retail champion - this role is for you.


###

About the Role:

As the Customer Service Manager, you will be responsible for ensuring accurate, timely communication and execution of store orders, ETA updates, delivery issue resolutions, and end-to-end customer service support across all delivery-related matters. You will serve as the critical link between the DC and stores.

###

Minimum Requirements

###

Minimum Requirements:

Grade 12 / Matric 3-5 years' experience in a

customer service

or

operations role

within a

warehouse or retail

environment Prior

management/supervisory

experience Proficient in

Microsoft Excel

Strong communication and coordination skills
###

Duties and Responsibilities

Duties and Responsibilities

Store Orders Including Jabs + Monitor and combine electronic store orders with Jabs, ensuring alignment to the transport plan.
+ Email tonnage, transactions, and strike rate reports to relevant departments.
Daily Communication to Store Managers and Regionals + Engage stores daily for delivery feedback and resolve queries promptly.
+ Share promotion updates, manage overstocks between stores, and analyse store service trends.
Approving Transport Plan + Align the pick plan with the transport plan through coordination with Transport and Floor teams.
+ Ensure routing is cost-effective and orders are adjusted to suit delivery logistics.
Third-Party Logistics (3PLs) + Activate 3PLs when fleet capacity is exceeded, considering cost-effectiveness.
+ Communicate 3PL usage with Transport Planning and Outbound departments.
Managing Help Desk Queries + Resolve queries within SLA and provide weekly updates on outstanding issues.
+ Document queries for analysis and identify service trends.
Processing Transporter Invoices + Verify monthly invoices against store orders and highlight any discrepancies.
+ Sign off and submit invoices to DC Finance.
Arranging Night Deliveries + Coordinate with stores, transport, and security to execute night deliveries with 24-hour notice.
+ Adjust pick and transport plans to support night dispatches.
Staff Management + Oversee attendance, training, discipline, and ensure staff meet KPIs.
+ Conduct store visits to build awareness and assess team effectiveness.
Pallet Control + Reconcile pallets weekly and manage returns from stores and to suppliers.
+ Report non-compliance and communicate reconciliation in KPI meetings.