Customer Service Head: Operations

Access World is a global commodity warehousing and logistics business. We specialize in handling, Storage, and processing of commodities including non-ferrous and ferrous metals, ferroalloys, project cargo, oil & gas, and other agricultural products. We are an approved warehouse keeper of the London Metal Exchange, and we provide LME warehousing and associated services to traders, producers, financiers, and consumers of base metals. In addition, we provide physical warehouse and related logistics services for commodities such as cocoa beans, rubber, cotton, and other agricultural products. Access World also acts as collateral manager of ferroalloys, minor metals as well as oil and gas. Regions operate in semi-autonomous offices with their corporate functions including commercial, finance HR, legal, and operations. Department: Operations Reports to: General Manager Entity: Ushaka Crago Terminal Purposes of the position: Lead operations activities to deliver high quality service, operational coordination and client satisfaction across warehousing, stock, yard and intermodal services aligned to Access World standards. Drive integration between customer service and operational teams to achieve efficient service delivery, responsiveness and operational performance. Position the operations function as a critical enabler of operational excellence through accurate, planning, coordination, communication and client engagement. Ensure compliance in all aspects of operational execution as specified by customs, client expectation and organisational requirements. Key Responsibilities Operations Leadership Lead warehousing, stock, yard, and intermodal operations to ensure safe, efficient, and high-quality service delivery. Coordinate operational activities across multiple functions to achieve business objectives. Ensure optimal utilisation of resources and company assets. Drive operational efficiency and continuous improvement initiatives. Client Relationship Management Build and maintain strong relationships with clients to enhance satisfaction and long-term partnerships. Manage client queries, concerns, and escalations in a professional and timely manner. Identify opportunities to enhance the overall client experience. Operational Coordination Coordinate warehouse, stock, yard, and intermodal activities to ensure seamless operational execution. Collaborate with operational teams to improve responsiveness and service delivery. Ensure operational processes support client requirements and business objectives. Service Performance Management Monitor and analyse service performance metrics to identify trends and drive improvements. Ensure compliance with Service Level Agreements (SLAs) and contractual obligations. Monitor billing accuracy, cost recovery, and operational efficiencies. Drive maximum utilisation of operational assets. Process Improvement Identify opportunities to improve operational processes, workflows, and systems. Implement initiatives that enhance productivity, efficiency, and customer satisfaction. Promote a culture of operational excellence and innovation. Communication and Reporting Provide regular operational updates to clients and internal stakeholders. Prepare management reports on operational performance, client feedback, and service delivery. Ensure accurate and timely reporting to support business decision-making. People Leadership Lead, coach, and develop a team of managers to achieve operational excellence. Foster a high-performance, accountable, and client-centric culture. Build capability through coaching, mentoring, and performance management. Promote a positive, collaborative, and inclusive working environment. Minimum Requirements: Bachelor’s Degree (NQF Level 7) in: Logistics, Supply Chain Management, Business Administration. Preferred Qualification: Honours Degree (NQF Level 8) in Logistics, Supply Chain Management or Business Administration. Experience Required: Minimum 5 years’ experience in logistics, warehousing, or supply chain operations. Minimum 3 years’ experience leading and managing teams. Experience managing operational performance and service delivery. Experience building and maintaining client relationships. Advantageous Experience: Experience in warehousing, yard, or intermodal operations. Experience managing client accounts and Service Level Agreements (SLAs). Interested Applicants please email your resume by 09 July 2026 to [email protected]

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Job Category

Customer Service, Operations