Customer Service Manager (industrial gases, LPG or gas distribution)

Location: Alrode, Alberton – Gauteng
Employment Type: Permanent
Industry: Industrial Gases / LPG / Gas Distribution

Job Overview

We are seeking an experienced and results-driven Customer Service Manager with a background in industrial gases, LPG or gas distribution to lead and manage the customer service function of a well-established organisation based in Alrode, Alberton.

The successful candidate will be responsible for driving customer service excellence, improving operational efficiency, managing customer relationships and leading a high-performing customer service team.

Key Responsibilities

• Develop and implement customer service strategies aligned with business objectives.

• Lead, manage and develop the Customer Service team to ensure operational excellence.

• Oversee daily customer service operations, including enquiries, order-related issues, complaints and escalations.

• Monitor service delivery standards, SLAs and departmental KPIs.

• Drive customer satisfaction, retention and continuous improvement initiatives.

• Identify opportunities for process optimisation and service delivery improvements.

• Prepare and analyse customer service performance reports and management dashboards.

• Collaborate with Sales, Finance, Supply Chain and Logistics to ensure seamless service delivery.

• Manage customer pricing queries, account-related concerns and service disputes.

Minimum Requirements

• Must have previous experience working within the industrial gases, LPG or gas distribution industry.

• Matric and a Bachelor's Degree or National Diploma in Business Management or Customer Service Management.

• Minimum 5–8 years' experience in a Customer Service environment.

• Minimum 3 years' management experience, including direct management of customer service teams.

• Proven experience managing escalated customer complaints and service delivery challenges.

• Strong experience in SLA management, KPI development, performance reporting and process improvement.

• Excellent leadership, communication, problem-solving and stakeholder management skills.

Important

Relevant experience within the industrial gases, LPG or gas distribution industry is a non-negotiable requirement. Candidates without this industry experience will not be considered.