National Customer Service and Documentation Manager

SUMMARY:
-

POSITION INFO:

National Customer Service & Documentation Manager | South Africa | Permanent

A rare opportunity to build and lead a national function from the ground up. Shape how customer service and documentation are delivered across a complex, high-performance logistics environment.

This role is responsible for establishing and embedding a centralised national Customer Service and Documentation function, moving from decentralised branch-based operations to a unified, standardised model. You will lead transformation, implement best practices, and ensure consistent, high-quality service delivery across all locations while driving operational excellence and continuous improvement.

You will take full ownership of both customer service operations and documentation governance, ensuring alignment with commercial priorities, operational constraints, and regulatory requirements. This is a hands-on leadership role requiring strong execution capability, the ability to design and implement structures, and the credibility to lead teams through change.

Our client is a well-established player in the shipping and logistics sector, operating across multiple regions and handling complex cargo flows. The business is focused on modernising its service model, strengthening governance, and enhancing customer experience through standardisation and centralisation.

What You’ll Do

• Establish and implement a centralised national customer service operating model

• Design SOPs, governance frameworks, and escalation protocols

• Lead customer service transformation and change management initiatives

• Build and structure a high-performing national team, including capacity planning and performance management

• Act as the senior escalation point for key customers and complex service issues

• Drive service consistency, system discipline, and data accuracy

• Introduce and optimise digital tools and CRM systems

• Monitor KPIs, analyse trends, and implement continuous improvement initiatives

• Lead the national documentation function, ensuring compliance and operational efficiency

• Oversee outsourced documentation providers and manage complex documentation cases

• Ensure compliance with customs, port regulations, and global trade standards

• Implement documentation controls to minimise risk, errors, and cost exposure

• Coordinate cross-functionally to meet operational deadlines and vessel schedules

What You Bring

• Strong leadership experience in customer service and documentation within shipping, logistics, or freight forwarding

• Proven track record in building or transforming operating models and service functions

• Deep understanding of shipping documentation, customs processes, and port operations

• Experience designing SOPs, governance structures, and service frameworks

• Exposure to reefer or perishable cargo environments is advantageous

• Strong stakeholder management and escalation handling capability

• Demonstrated ability to lead teams, drive accountability, and build capability

• Analytical mindset with a focus on process improvement and operational excellence

• Excellent communication and coordination skills

What Success Looks Like

• A fully embedded, centralised customer service function delivering consistent service nationally

• Improved customer experience through standardised processes and communication

• Strong governance and compliance across all documentation activities

• Reduced operational risk, errors, and cost leakages

• High-performing, accountable teams aligned to clear performance metrics

• Continuous improvement embedded across both customer service and documentation functions