Customer Care Team Leader

The Customer Care Team Leader will be responsible for leading and coordinating our clients customer care team to ensure high levels of customer satisfaction through efficient order fulfilment, on-time deliveries, timely processing of returns, and accurate management of all customer-related documentation. The role further focuses on developing, implementing, and continuously improving customer service processes to support operational excellence and business objectives. Customer Service & Delivery Management Ensure all customer deliveries are executed on time and in full (OTIF) in line with agreed service level agreements (SLAs). Monitor daily delivery schedules and proactively resolve delivery-related issues in collaboration with logistics, warehouse, and transport partners. Ensure customer returns are processed timeously, accurately, and in accordance with company policies and procedures. Act as the primary escalation point for delivery, returns, and service-related customer queries. Documentation & Compliance Ensure all documentation relating to customer deliveries, returns, credits, and claims is accurately completed, processed, and filed within required timelines. Maintain compliance with internal controls, audit requirements, and relevant regulatory or customer-specific documentation standards. Process Development & Continuous Improvement Develop, implement, and maintain customer servicerelated processes, standard operating procedures (SOPs), and work instructions. Continuously review and improve existing customer care processes to enhance efficiency, accuracy, and customer satisfaction. Identify root causes of service failures and lead corrective and preventive action initiatives. Process Development & Continuous Improvement Develop, implement, and maintain customer servicerelated processes, standard operating procedures (SOPs), and work instructions. Continuously review and improve existing customer care processes to enhance efficiency, accuracy, and customer satisfaction. Identify root causes of service failures and lead corrective and preventive action initiatives. Team Leadership & Performance Management Lead, coach, and motivate the customer care team to achieve service excellence and performance targets. Allocate work, monitor workloads, and ensure adequate coverage to meet operational demands. Conduct performance reviews, identify training needs, and support skills development within the team. Stakeholder Engagement & Reporting Build and maintain strong working relationships with internal stakeholders including Sales, Supply Chain, Finance, and Operations. Prepare and analyse customer service performance reports, including delivery performance, returns, and customer complaints. Use data and insights to recommend service improvements and support decision-making. Matric (Diploma or Degree in Supply Chain Management, Logistics, Business Management, or a related field will be advantageous). Minimum of 35 years experience in a customer service or supply chain environment Strong understanding of order fulfilment, deliveries, returns processes, and customer service operations. Experience in process development and continuous improvement initiatives. Proficient in ERP systems (e.g. Syspro) and MS Office, particularly Excel. Strong leadership, communication, and problem-solving skills.