Customer Service Manager (Industrial Gases, LPG or 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.