Customer Service Excellence Manager

Job Description

RCL FOODS is a deeply rooted South African food manufacturer that produces some of the country’s most-loved brands: Yum Yum peanut butter, Nola mayonnaise, Ouma rusks, and Sellati sugar, just to name a few. At the heart of our culture and strategy is our Purpose – WE GROW WHAT MATTERS – which encapsulates our belief in collectively doing that little more to create a positive impact that matters.

Visit our website at: www.rclfoods.com

We are seeking a dynamic Customer Service Excellence Manager to lead the Customer Service function for our Milling Business Unit based in Pretoria West. This role is responsible for enhancing customer satisfaction, driving service excellence, optimizing customer service costs, and collaborating with key internal and external stakeholders to deliver outstanding service performance across the supply chain.

Duties & Responsibilities

• Lead and drive a customer-centric culture across the business.
• Manage customer service operations and ensure service level targets and KPIs are achieved.
• Build and maintain strong relationships with customers, internal stakeholders, and service providers.
• Collaborate with Demand and Supply Planning teams to support the Sales & Operations Planning (S&OP) process.
• Manage outsourced warehousing and distribution partners to ensure service excellence and cost efficiency.
• Oversee inventory and pallet management to ensure optimal stock availability and storage utilization.
• Drive continuous improvement initiatives to enhance service levels and reduce supply chain costs.
• Ensure compliance with SHERQ, food safety, quality, and risk management standards.
• Lead, coach, and develop the Customer Service team to achieve operational and strategic objectives.
• Monitor performance metrics, identify improvement opportunities, and implement corrective actions where required.

Minimum Requirements

• Degree or Diploma in Commerce, Supply Chain, or Logistics Management.
• Minimum 5 years' experience in an FMCG environment, including at least 2 years in a management role.
• Strong knowledge of customer service, logistics and distribution, supply chain operations, stakeholder management, and continuous improvement.
• Proven leadership experience with the ability to build and manage high-performing teams.
• Strong analytical, problem-solving, and relationship management skills.