Customer Service Manager

The role

The Customer Service Manager has end-to-end accountability for customer order management, query resolution, and service performance. This role ensures accurate order entry and represents the customer service function within logistics and supply chain operations.

What you will do

• Own the order entry process and ensure customer orders are captured accurately and timeously.
• Ensure adherence to order cut-off times, allocation rules, and order fulfilment requirements.
• Maintain order integrity throughout the order to delivery lifecycle.
• Identify and resolve order related issues that may impact service or delivery.
• Own resolution of customer queries, complaints, and service failures.
• Coordinate internally with logistics, warehouse, transport, and planning teams to resolve issues.
• Provide clear, accurate communication to customers regarding order status, delays, and resolutions.
• Prevent repeat issues through structured root cause analysis and corrective actions.
• Act as the primary customer service interface into the logistics and supply chain functions.
• Own analysis of customer service and order fulfilment data.

Required qualifications

• Matric or NQF 4 equivalent.
• Minimum 10 years experience in customer service or order management roles.
• At least 5 years experience in a customer service leadership or senior coordination role.
• Experience working in logistics, FMCG, or supply chain environments is essential.
• Strong understanding of order management, order fulfilment, and service KPIs.
• Ability to analyse service performance data and customer trends.
• Advanced Excel skills and experience preparing structured reports and presentations.
• Comfortable presenting performance insights to internal and external stakeholders.
• Strong system discipline and data accuracy focus.
• Ability to represent customer service confidently within logistics and supply chain forums.
• Strong problem solving and decision making capability.
• Influential communicator across functions and with customers.

Nice to have

• Diploma or degree in Business, Supply Chain, Customer Service, or a related field

About the company

Revlon is a leading global beauty company with a portfolio including Revlon, Elizabeth Arden, Almay, American Crew, CND, Cutex, Mitchum, Sinful Colors, Creme of Nature, Christina Aguilera, John Varvatos, Juicy Couture and Ed Hardy.