Customer Service Excellence Manager

About the role

RCL Foods is looking for a dynamic Customer Service Excellence Manager to lead the Customer Service function for its Milling Business Unit in Pretoria West. The role focuses on enhancing customer satisfaction, driving service excellence, and optimizing costs across the supply chain.

Key responsibilities

• Lead and embed a customer‑centric culture throughout the business.
• Manage day‑to‑day customer service operations, ensuring service level targets and KPIs are met.
• Build and maintain strong relationships with customers, internal stakeholders and external service providers.
• Collaborate with Demand and Supply Planning teams to support the S&OP process.
• Oversee outsourced warehousing and distribution partners to achieve service excellence and cost efficiency.
• Manage inventory and pallet management to ensure optimal stock availability and storage utilization.
• Drive continuous‑improvement initiatives to raise service levels and reduce supply‑chain costs.
• Ensure compliance with SHERQ, food safety, quality and risk‑management standards.
• Lead, coach and develop the Customer Service team to meet operational and strategic goals.
• Monitor performance metrics, identify improvement opportunities and implement corrective actions.

Required profile

• Degree or Diploma in Commerce, Supply Chain or Logistics Management.
• Minimum 5 years experience in an FMCG environment, including at least 2 years in a management role.
• Strong knowledge of customer service, logistics, distribution and supply‑chain operations.
• Proven leadership ability to build and manage high‑performing teams.
• Analytical, problem‑solving and relationship‑management capabilities.

Required skills

• Inventory management
• Pallet management
• Logistics coordination
• Supply‑chain operations
• Customer service processes