Customer Service Controller

SUMMARY:
The Customer Service Controller is ultimately accountable for ensuring stakeholder and customers

POSITION INFO:

CUSTOMER SERVICE CONTROLLER

Supply Chain

Accountable for maintaining quality, standards, service and desired outputs within inter-related functional areas of responsibility. May be responsible for ensuring the adherence of others to a set framework of policies and procedures. This role will work with various concrete variables, requiring an understanding of the theory or practices underpinning inter-related functional processes within a multi-procedural environment.

Job Purpose

This role is primarily responsible for managing customer orders, ensuring timely delivery, resolving queries, and maintaining a strong relationship with clients. This role acts as the link between customers, sales teams, warehouse, and distribution. The Customer Service Controller is ultimately accountable for ensuring stakeholder and customer engagement and satisfaction.

Key Accountabilities and Outputs

Customer Delivery and Lifecycle Management

• Maintain good customer relations by delivering on promises consistently
• Drive adherence to Service Level Agreements across the Sales Order Management process
• Provide feedback on all customer comments, queries and suggestions within the service level agreement
• Engage in continuous communication with Sales Department to ensure calibration of master data to meet customers changing needs
• Drive continuous improvement through streamlining and optimising relevant operational practices, processes and systems
• Ensure that the right people capacity is in place and manage employee performance through effective and goal directed people leadership

Qualifications and Experience

• NQF level 4 (Bachelors Degree in Admin, Logistics, Operation or Supply Chain Management advantageous)
• 3 - 5 years’ experience (Supervisory) 
• SAP
• Excel Intermediate

Key Qualities

Communication

• Communication around escalated or difficult queries with customers or clients

Problem Solving

• Proactive identification of functional problems that do not have predetermined guidelines, routines or procedures for solution, determine cause and impact, and choose the best alternative to solve the problem based on previous experience and an understanding of the theory or practices underpinning the problem.

Relationships Maintained

• Others outside the organisation

Behavioural Competencies

Order Management

• Monitor and maintain customer orders accuracy
• Ensure OTIF in line with agreed service levels
• Manage order changes, cancellations, and backorders
• Track order status and proactively communicate updates with internal stakeholders consistently

Customer Relationship Management

• Serve as the primary point of contact for all customer queries
• Handle complaints and resolve issues efficiently
• Maintain strong relationships with sales department stakeholders
• Ensure high levels of customer satisfaction by delivering on promises consistently

Coordination & Communication

• Liaise with sales, warehouse, and logistics teams
• Coordinate delivery schedules and activly resolve supply issues
• Ensure alignment between demand and supply planning relating to customer direct shipments

Logistics & Delivery Monitoring

• Track shipments/load both internal and external incl. delivery performance
• Investigate delays or delivery failures and improve
• Work closely with transport service providers to resolve issues

Data & Reporting

• Maintain accurate customer master data in accordance with Sales Department
• Key Perfromance Indicators (KPI’s)
• On-Time In-Full (OTIF) delivery rate
• Order accuracy rate
• Customer satisfaction score
• Order processing turnaround time
• Complaint resolution time
• Order fulfillment rates
• Delivery performance (OTIF – On Time In Full)
• Late and or missed deliveries with recommendations of improvements
• Identify trends for improvement purposes