Vacancy: National Customer Services Manager

Location: Woodstock, Cape Town

We are looking for a strong National Customer Services Manager to manage a busy customer service, returns and after-sales service department across Cape Town and

Johannesburg.This is a high-pressure, high-output role that requires someone who can manage people, systems, stock, customer queries, returns and technical service follow-ups with urgency and accuracy.

Key Responsibilities

• Manage the national customer service function across Cape Town and Johannesburg.
• Lead the Cape Town customer service and technical service team.
• Work closely with the Johannesburg customer service/returns team.
• Manage customer queries, returns, warranty matters, repairs and escalations.
• Liaise closely with the technical team on assessments, repairs and product feedback.
• Ensure all returned stock, credits, repairs and replacements are correctly processed on SAP or the relevant system.
• Monitor stock movements, pending transactions and system accuracy.
• Drive daily output, service levels and team accountability.
• Prepare reports on open queries, returns, repairs, stock and service performance.
• Work closely with sales, warehouse, logistics, finance, quality and production teams.

Minimum Requirements

• Matric essential.
• Relevant qualification in Customer Service, Operations or Business Management will be advantageous.
• Minimum 5 years’ experience in customer service, after-sales, returns, warranty or service operations.
• Minimum 3 years’ team management experience.
• Strong SAP or ERP system experience is essential.
• Experience managing stock, returns, credits, repairs or warehouse/system transactions.
• Strong Excel and reporting skills.
• Experience in manufacturing, distribution, FMCG, wholesale, retail supply or technical products will be advantageous.
• Must be able to work in a fast-paced, high-volume environment.

Ideal Candidate

The successful candidate must be hands-on, organised, firm, customer-focused and able to manage pressure. We need someone who can take control of a department, follow up properly, hold a team accountable and keep service delivery moving.