Customer Service Manager

This role is an Onsite Role: This role requires full-time presence at our Elandsfontein office.

Overview:

The Customer Service Manager has end‑to‑end accountability for customer order management, query resolution, and service performance. The role ensures accurate order entry, timely resolution of customer issues, and effective representation of the customer service function within logistics and supply chain operations. The role owns service outcomes, uses analytics to drive decisions, and communicates performance and risks to internal and external stakeholders.

Responsibilities:

Customer Order Management (Revlon and Elizabeth Arden)

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.

Customer Query and Issue Resolution

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.

Logistics Interface and Representation

Act as the primary customer service interface into the logistics and supply chain functions.
Represent customer impacts, priorities, and risks in logistics forums and operational discussions.
Ensure alignment between customer commitments and logistics execution.
Challenge plans or execution that may negatively impact customer service outcomes.

Analytics, Insights, and Decision Support

Own analysis of customer service and order fulfilment data.
Track service performance metrics such as delivery performance, order accuracy, fill rate, query resolution and service quality)
Translate data into clear insights, service trends risks and opportunities, and recommendations for internal stakeholders.
Prepare and deliver structured performance presentations to internal management and external customers where required.
Use data to anticipate risks and support proactive decision making.

Performance Management and Continuous Improvement

Own customer service performance outcomes and corrective actions.
Identify systemic service gaps, process inefficiencies, and communication breakdowns.
Lead continuous improvement initiatives focused on service reliability, responsiveness, and customer experience.
Ensure improvements are embedded and sustained across processes.

Stakeholder Management and Communication

Work closely with logistics, sales, commercial, supply chain, and finance teams.
Provide clear, factual updates on service performance, risks, and recovery plans.
Support customer engagements by providing service data and insights.
Act as escalation owner for customer service related issues.

Governance and Process Discipline

Ensure customer service processes, SOPs, and controls are followed.
Maintain accurate documentation, records, and audit readiness.
Ensure compliance with agreed service standards and policies.

Role Design

This is a management and accountability role focused on service outcomes, coordination, and decision support. Direct people management may be limited depending on team structure.

Technical and Functional Skills

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.

 Leadership and Management Skills

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.
Ability to challenge plans or execution when customer outcomes are at risk.

 Personal Attributes

Customer focused with strong business judgement.
Highly organised and detail oriented.
Calm, professional, and resilient under pressure.
Proactive and improvement minded.
High integrity and accountability.

Qualifications:

Matric or NQF 4 equivalent.
Diploma or degree in Business, Supply Chain, Customer Service, or a related field is preferred.
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.

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Applicant Data Protection Disclosure (POPIA)

By submitting your application to Revlon Consumer Products LLC and its operating affiliates, you acknowledge that we will collect and process your personal information, including but not limited to your name, contact details, CV, employment history, qualifications, and any other information you provide, for the purpose of assessing your suitability for current employment opportunities.

Your personal information may be shared with internal hiring managers, HR personnel, and trusted third-party service providers (such as recruitment platforms and background screening providers), and may be transferred outside of South Africa where necessary, subject to appropriate safeguards in accordance with applicable data protection laws.

We will retain your personal information for the duration of the recruitment process and for up to 3 years thereafter for consideration for future opportunities, unless you request deletion sooner.

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