The Customer Service Controller is responsible for leading the regional Customer Service function to ensure the accurate, timely and efficient execution of customer orders, customer communication and service delivery throughout the order fulfilment process.

The role is accountable for managing customer service operations, supervising Customer Service Administrators, ensuring the effective processing of customer orders and resolving service-related issues that impact customer satisfaction. Working closely with Sales, Planning, Warehouse Operations, Distribution, Finance and Logistics, the Customer Service Controller ensures customer requirements are met while supporting operational efficiency and service excellence.

The incumbent drives continuous improvement by strengthening customer service processes, monitoring service performance, building collaborative relationships with key stakeholders and ensuring compliance with company policies, service standards and operational procedures.

Key Accountabilities & Outputs

Customer Service Operations
• Lead and coordinate the daily activities of the Customer Service team to ensure excellent customer service delivery.
• Ensure customer orders are processed accurately and within agreed service levels.
• Monitor order fulfilment activities and proactively resolve service issues.
• Ensure customer requirements are communicated effectively across operational teams.
• Coordinate customer service priorities to support operational efficiency.
• Promote a customer-centric culture across the Customer Service function.
• Drive consistent service excellence across all customer interactions.

Customer Order Management
• Oversee the end-to-end customer order management process from order receipt through to successful delivery.
• Ensure customer orders are validated, processed and released accurately.
• Monitor order status and proactively manage potential delivery risks.
• Coordinate order amendments and customer requests with relevant stakeholders.
• Ensure customer master data and order information remain accurate.
• Support efficient order fulfilment through effective coordination with Planning and Distribution.
• Maintain high standards of order accuracy and service delivery.

Customer Relationship Management
• Build and maintain strong relationships with customers through proactive communication and responsive service.
• Act as the primary escalation point for customer service issues and complaints.
• Ensure customer queries are resolved professionally and within agreed turnaround times.
• Conduct root cause analysis on recurring customer service issues and implement corrective actions.
• Support customer onboarding and changes to customer service requirements.
• Monitor customer satisfaction and identify opportunities to enhance the customer experience.
• Promote long-term customer relationships built on service excellence.

Service Performance & Reporting
• Monitor customer service KPIs including OTIF, order accuracy, query resolution and service levels.
• Prepare daily, weekly and monthly customer service reports.
• Analyse service performance trends and recommend improvement initiatives.
• Monitor customer complaints, returns and service failures.
• Provide accurate reporting to regional management.
• Support operational reviews through meaningful service analytics.
• Drive continuous improvement in customer service performance.

Cross-Functional Coordination
• Collaborate with Sales, Planning, Warehouse Operations, Distribution and Finance to ensure seamless order execution.
• Coordinate communication relating to stock availability, delivery schedules and customer requirements.
• Support resolution of operational issues impacting customer service.
• Ensure customer expectations are aligned with operational capabilities.
• Facilitate effective communication across the Supply Chain.
• Promote collaborative problem-solving across departments.
• Support integrated supply chain execution.

Customer Administration & Compliance
• Ensure customer records and documentation are maintained accurately.
• Monitor compliance with customer-specific requirements, service agreements and operational procedures.
• Oversee returns, credits and customer claims administration.
• Ensure customer documentation complies with company policies and audit requirements.
• Maintain accurate customer records within SAP and other business systems.
• Support internal and external audit activities where required.
• Promote disciplined customer administration practices.

Continuous Improvement
• Identify opportunities to improve customer service processes and operational efficiency.
• Implement initiatives that enhance service quality and customer satisfaction.
• Promote standardisation of customer service processes across the region.
• Support implementation of new systems and technologies.
• Drive continuous improvement through process optimisation and best practice sharing.
• Monitor improvement initiatives and measure outcomes.
• Foster a culture of innovation and service excellence.

People Leadership & Stakeholder Management
• Lead, coach and develop the Customer Service Administration team.
• Allocate workloads and monitor team performance against agreed objectives.
• Conduct performance reviews, coaching and development discussions.
• Promote employee engagement, teamwork and accountability.
• Build effective relationships with customers and internal stakeholders.
• Support succession planning and capability development within the team.
• Foster a collaborative, customer-focused and high-performing work environment.

Qualifications and Experience

Minimum Qualifications
• Bachelor's Degree or Diploma in Supply Chain Management, Logistics, Business Administration, Customer Service Management or a related discipline.
• Intermediate to Advanced Microsoft Office skills, particularly Excel.
• Working knowledge of SAP or equivalent ERP systems.
• Sound understanding of customer service and order management processes.

Ideal Qualifications
• Degree in Supply Chain Management, Business Management or Logistics.
• SAP Sales & Distribution (SD) certification.
• Customer Service or Customer Experience Management certification.
• Leadership or Supervisory Development programme.
• Lean Six Sigma or Continuous Improvement certification.

Minimum Experience
• Minimum 5–7 years' experience in customer service, customer order management or supply chain operations.
• Minimum 2–3 years' experience leading or supervising a customer service team.
• Experience managing customer order fulfilment within an FMCG, manufacturing or distribution environment.
• Experience using SAP or ERP systems.
• Experience managing customer escalations and service performance.
• Experience preparing operational reports and monitoring KPIs.

Ideal Experience
• Beverage or FMCG industry experience.
• Experience supporting national retail and wholesale customers.
• Experience with OTIF reporting and service level management.
• Experience managing customer claims, returns and credit processes.
• Experience working within a multi-site distribution environment.
• Exposure to continuous improvement and customer service transformation initiatives.

Core Competencies
• Customer Service Management
• Customer Order Management
• Customer Relationship Management
• Service Level Management
• Order Fulfilment
• SAP / ERP Systems
• Customer Administration
• Performance Reporting & Analytics
• Problem Solving
• Process Improvement
• Stakeholder Management
• Microsoft Excel
• Communication
• People Leadership
• Customer Focus

Behavioural Competencies
Customer Focus: Builds trusted relationships with customers by understanding their requirements, responding proactively to enquiries and consistently delivering a high standard of service.
Leadership: Leads and develops the Customer Service team by providing clear direction, coaching and support, while fostering accountability, collaboration and a customer-centric culture.
Planning and Organising: Effectively coordinates customer service activities, resources and priorities to ensure customer orders and service commitments are delivered accurately and on time.
Accountability: Takes ownership for customer service performance, team delivery and operational outcomes, ensuring commitments are met and service standards maintained.
Analytical Thinking: Analyses customer service trends, operational data and performance metrics to identify root causes, improve service levels and support informed decision-making.
Problem Solving: Resolves customer service challenges through proactive investigation, cross-functional collaboration and practical solutions that minimise operational disruption.
Communication: Communicates confidently and professionally with customers and internal stakeholders, ensuring clear, accurate and timely information is shared.
Collaboration: Works closely with Sales, Planning, Warehouse Operations, Distribution and Finance to deliver an integrated customer experience and achieve shared business objectives.
Adaptability: Responds positively to changing customer requirements, operational priorities and business demands while maintaining service quality and team performance.
Continuous Improvement: Continuously identifies opportunities to improve customer service processes, enhance operational efficiency and strengthen the overall customer experience.