Branch Customer Service Manager (Durban, CapeTown, Gosforth Park)

Listing reference: clog_000160

Listing status: Online

Apply by: 28 April 2026

Job category: Customer Service

Location: Durban

Contract: Permanent

Remuneration: Market Related

EE position: No

City Logistics understands supply chains and the importance of adding maximum value, as well as providing cost effective solutions and the highest service levels. Our extensive network throughout Southern Africa has been developed over 30 years, offering an exclusive supply chain solution, specialising in client and fleet requirements. This typically consists of a dedicated pool of vehicles and staff customised to the client's operational needs, enabling the client to share the benefits of our procurement, maintenance and risk management capacity. We are passionate about what we do, passionate about Retail and service excellence. Let us be part of your solution.

City Logistics is seeking Branch Customer Service Managers for our Durban Depot, Gosforth Park and Cape Town. The successful incumbents will be responsible for branch level service performance, ensuring all customer impacting activities, exceptions, and escalations are proactively managed and resolved through strong coordination with Operations, Transport, Admin and Head Office Customer teams. The role does not manage external client communication directly, but ensures that internal teams deliver the correct information, recovery actions, reporting and preventative measures required for excellent customer experience at branch level. The Customer Service Manager provides internal leadership, service governance, exception control, and SLA adherence across all delivery and collection processes. Does not communicate with customers directly and provides service information internally to Head Office CS and branch leadership.

• Monitor delivery performance and identify early service risks.
• Track exceptions (shorts, overs, damages, returns, delays) and allocate ownership.
• Validate operational information submitted to Head Office Customer Services (not customers directly).
• Ensure POD, return and exception documentation accuracy.
• Handle branch level escalations received internally from HO CS or Key Accounts.
• Coordinate recovery actions with Operations, Transport and Admin.
• Prioritise escalations based on customer/branch impact.
• Ensure corrective and preventative actions are documented and closed out.
• Produce daily/weekly/monthly service reports.
• Analyse complaint and exception trends to identify systemic issues.
• Perform root cause analysis and support implementation of preventative actions.
• Provide service risk insights to the Branch Manager.
• Lead, manage and coach Branch CS team members, including Team Leaders, Customer Service Clerks, POD/Returns Clerks and Exception Clerks.
• Allocate and balance workloads across Team Leaders and Clerks to ensure exceptions, POD follow ups, returns processing, query resolution and reporting are completed accurately and on time.
• Conduct daily check ins with Team Leaders to review queue status, outstanding escalations, high risk items and internal SLA risks.
• Review and validate work produced by Clerks to ensure data accuracy, proper documentation control and adherence to SOPs and communication standards.
• Monitor performance, address skill gaps and behavioural issues promptly; provide coaching, on the job training and development plans.
• Reinforce a culture of accountability, professionalism, compliance and internal customer centricity.
• Manage attendance, punctuality and conduct; uphold company values and work standards.
• Ensure Team Leaders elevate high risk/unresolved issues timeously with accurate data for decision making.
• Maintain confidentiality for customer information, employee matters, POD data and exception details.
• Drive continuous improvement by identifying workflow inefficiencies and recommending solutions.
• Coordinate with Operations for staging, dispatch accuracy and service recovery actions.
• Coordinate with Transport for routing/debrief inputs relevant to service failures (no direct transport duties).
• Work with Admin Manager on POD/documentation issues.
• Serve as primary internal liaison to Head Office CS (not customers).

• Diploma in Customer Service (preferred)
• 2-3 years Customer Service / Operations experience, with 1 year in a management role
• Proficiency with scanning/WMS and delivery tech platforms (e.g., OnRoute)
• Working knowledge of OHS requirements and SOP discipline

• Respect and Care: Always show respect, care for and treat everyone fairly, and put people first.
• Integrity and Loyalty: Display loyalty, display integrity, and do the right thing always.
• Can Do: Must have a can do attitude, believe in yourself, and live out our values always.
• Continuous Improvement: Must be dedicated to continuous improvement, be innovative and constantly learning to keep ahead.