Customer Service Controller

About the role

The Customer Service Controller is responsible for managing the end‑to‑end customer order process, ensuring timely delivery, and maintaining strong client relationships. Acting as the bridge between customers, sales, warehouse, and distribution teams, this role guarantees that service level agreements are met and stakeholder satisfaction is achieved.

Key responsibilities

• Maintain accurate customer orders and ensure on‑time, in‑full (OTIF) delivery according to agreed service levels.
• Serve as the primary point of contact for customer queries, complaints, and order changes.
• Coordinate with sales, warehouse, and logistics to align demand and supply planning.
• Monitor and drive adherence to Service Level Agreements across the sales order management process.
• Provide feedback on customer comments and suggestions within SLA parameters.
• Lead continuous improvement initiatives to streamline operational practices, processes, and systems.
• Manage team capacity, performance, and goal‑directed leadership.

Required profile

• Bachelor’s degree (NQF level 4) in Administration, Logistics, Operations or Supply Chain Management (advantageous).
• 3‑5 years of supervisory experience in a customer service or order management environment.
• Strong communication, problem‑solving, and relationship‑building abilities.

Required skills

• Proficiency with SAP.
• Intermediate Excel skills.