Customer Service Controller

SUMMARY:
accountable for managing customer service operations, supervising Customer Service Administrators.

POSITION INFO:
The Customer Service Controller is responsible for leading the regional Customer Service function to ensure the accurate, timely and efficient execution of customer orders, customer communication and service delivery throughout the order fulfilment process. The role is accountable for managing customer service operations, supervising Customer Service Administrators, ensuring the effective processing of customer orders and resolving service-related issues that impact customer satisfaction. Working closely with Sales, Planning, Warehouse Operations, Distribution, Finance and Logistics, the Customer Service Controller ensures customer requirements are met while supporting operational efficiency and service excellence. The incumbent drives continuous improvement by strengthening customer service processes, monitoring service performance, building collaborative relationships with key stakeholders and ensuring compliance with company policies, service standards and operational procedures. Key Accountabilities & Outputs Customer Service Operations • Lead and coordinate the daily activities of the Customer Service team to ensure excellent customer service delivery. • Ensure customer orders are processed accurately and within agreed service levels. • Monitor order fulfilment activities and proactively resolve service issues. • Ensure customer requirements are communicated effectively across operational teams. • Coordinate customer service priorities to support operational efficiency. • Promote a customer-centric culture across the Customer Service function. • Drive consistent service excellence across all customer interactions. Customer Order Management • Oversee the end-to-end customer order management process from order receipt through to successful delivery. • Ensure customer orders are validated, processed and released accurately. • Monitor order status and proactively manage potential delivery risks. • Coordinate order amendments and customer requests with relevant stakeholders. • Ensure customer master data and order information remain accurate. • Support efficient order fulfilment through effective coordination with Planning and Distribution. • Maintain high standards of order accuracy and service delivery. Customer Relationship Management • Build and maintain strong relationships with customers through proactive communication and responsive service. • Act as the primary escalation point for customer service issues and complaints. • Ensure customer queries are resolved professionally and within agreed turnaround times. • Conduct root cause analysis on recurring customer service issues and implement corrective actions. • Support customer onboarding and changes to customer service requirements. • Monitor customer satisfaction and identify opportunities to enhance the customer experience. • Promote long-term customer relationships built on service excellence. Service Performance & Reporting • Monitor customer service KPIs including OTIF, order accuracy, query resolution and service levels. • Prepare daily, weekly and monthly customer service reports. • Analyse service performance trends and recommend improvement initiatives. • Monitor customer complaints, returns and service failures. • Provide accurate reporting to regional management. • Support operational reviews through meaningful service analytics. • Drive continuous improvement in customer service performance. Cross-Functional Coordination • Collaborate with Sales, Planning, Warehouse Operations, Distribution and Finance to ensure seamless order execution. • Coordinate communication relating to stock availability, delivery schedules and customer requirements. • Support resolution of operational issues impacting customer service. • Ensure customer expectations are aligned with operational capabilities. • Facilitate effective communication across the Supply Chain. • Promote collaborative problem-solving across departments. • Support integrated supply chain execution. Customer Administration & Compliance • Ensure customer records and documentation are maintained accurately. • Monitor compliance with customer-specific requirements, service agreements and operational procedures. • Oversee returns, credits and customer claims administration. • Ensure customer documentation complies with company policies and audit requirements. • Maintain accurate customer records within SAP and other business systems. • Support internal and external audit activities where required. • Promote disciplined customer administration practices. Continuous Improvement • Identify opportunities to improve customer service processes and operational efficiency. • Implement initiatives that enhance service quality and customer satisfaction. • Promote standardisation of customer service processes across the region. • Support implementation of new systems and technologies. • Drive continuous improvement through process optimisation and best practice sharing. • Monitor improvement initiatives and measure outcomes. • Foster a culture of innovation and service excellence. People Leadership & Stakeholder Management • Lead, coach and develop the Customer Service Administration team. • Allocate workloads and monitor team performanc