Customer Service Operations Lead | Meridian Wine Distribution | Gauteng

Meridian Wine Distribution (MWD) is looking for an experienced and customer-focused Customer Service Operations Lead to lead our Customer Service function, drive service excellence, and develop a high-performing team that delivers outstanding customer experiences in Gauteng.

About Meridian Wine Distribution (MWD)

Meridian Wine Distribution (MWD) is one of South Africa's leading wine and beverage distribution businesses, delivering exceptional service, operational excellence, and customer-focused supply chain solutions to customers across the country.

Our success is built on passionate people, trusted partnerships, and an unwavering commitment to delivering the right products to the right customers at the right time.

Job Responsibilities

Customer Service Leadership

• Lead the day-to-day operations of the Customer Service function.
• Allocate workloads and monitor team performance and service delivery.
• Coach, mentor, and support Customer Service Agents to achieve operational excellence.
• Foster a customer-first culture focused on service quality and responsiveness.

Customer Experience

• Ensure customer enquiries are resolved professionally and within agreed service levels.
• Build and maintain strong customer relationships through effective communication.
• Manage customer escalations and implement effective resolutions.
• Monitor customer feedback and identify opportunities to improve service delivery.

Order Management

• Oversee the end-to-end customer order process.
• Ensure customer orders are processed accurately and efficiently.
• Coordinate with Operations and Supply Chain teams to resolve fulfilment challenges.
• Maintain high levels of order accuracy and service reliability.

Operational Excellence

• Monitor customer service KPIs and identify continuous improvement opportunities.
• Improve customer service processes and standard operating procedures.
• Ensure compliance with company policies, procedures, and operational controls.
• Maintain accurate customer records and service documentation.

Collaboration

• Partner closely with Supply Chain, Warehouse, Transport, and Commercial teams.
• Coordinate customer communications relating to stock availability and deliveries.
• Support new customer onboarding and service implementation activities.
• Contribute to business-wide continuous improvement initiatives.

Leadership & People Development

• Conduct regular coaching sessions and performance discussions.
• Develop team capability and support employee growth.
• Assist with succession planning and talent development initiatives.
• Promote accountability, collaboration, and continuous learning.

What Success Looks Like

Success in this role is demonstrated when:

• Customers consistently receive exceptional service.
• Customer enquiries are resolved within agreed service level agreements.
• Customer satisfaction levels continue to improve.
• Order accuracy remains consistently high.
• Customer complaints decrease through proactive issue resolution.
• Customer Service KPIs are achieved or exceeded.
• Customer Service processes become increasingly efficient and effective.
• Team capability, engagement, and performance continue to grow.

Qualifications

Essential

• Diploma or Degree in Business Management, Customer Service, Supply Chain, or a related discipline.

Preferred

• Customer Experience qualification.
• Leadership or Management qualification.

Experience and Technical Knowledge

Experience

• 5–8 years' Customer Service experience.
• Experience within FMCG, beverage, or distribution environments.
• Proven team leadership and people management experience.
• Customer relationship management experience.
• Order management experience.
• Service delivery and operational performance management experience.

Technical Knowledge

• ERP Systems
• Microsoft 365
• CRM Systems
• Power BI
• Advanced Excel
• Customer Service reporting and KPI management

Why Join Meridian?

• Join a business committed to operational excellence and customer success.
• Make a direct impact on customer experience and service performance.
• Work within a collaborative and high-performing national team.
• Develop and strengthen your leadership capability.
• Grow your career within a leading wine and beverage distribution business.
• Access ongoing learning, development, and career progression opportunities.

If you are passionate about customer service, operational excellence, and developing high-performing teams, we invite you to apply and become part of the Meridian Wine Distribution success story.