Customer Service Manager (industrial gases, LPG or gas distribution)

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POSITION INFO:
Customer Service Manager (industrial gases, LPG or gas distribution) Location: Alrode, Alberton – Gauteng Employment Type: Permanent Industry: Industrial Gases \/ LPG \/ Gas Distribution Job Overview We are seeking an experienced and results-driven Customer Service Manager with a background in industrial gases, LPG or gas distribution to lead and manage the customer service function of a well-established organisation based in Alrode, Alberton. The successful candidate will be responsible for driving customer service excellence, improving operational efficiency, managing customer relationships and leading a high-performing customer service team. Key Responsibilities Develop and implement customer service strategies aligned with business objectives. Lead, manage and develop the Customer Service team to ensure operational excellence. Oversee daily customer service operations, including enquiries, order-related issues, complaints and escalations. Monitor service delivery standards, SLAs and departmental KPIs. Drive customer satisfaction, retention and continuous improvement initiatives. Identify opportunities for process optimisation and service delivery improvements. Prepare and analyse customer service performance reports and management dashboards. Collaborate with Sales, Finance, Supply Chain and Logistics to ensure seamless service delivery. Manage customer pricing queries, account-related concerns and service disputes. Minimum Requirements Must have previous experience working within the industrial gases, LPG or gas distribution industry. Matric and a Bachelor's Degree or National Diploma in Business Management or Customer Service Management. Minimum 5–8 years' experience in a Customer Service environment. Minimum 3 years' management experience , including direct management of customer service teams. Proven experience managing escalated customer complaints and service delivery challenges. Strong experience in SLA management, KPI development, performance reporting and process improvement. Excellent leadership, communication, problem-solving and stakeholder management skills. Important Relevant experience within the industrial gases, LPG or gas distribution industry is a non-negotiable requirement. Candidates without this industry experience will not be considered.