The Customer Care Team Leader will be responsible for leading and coordinating our clients customer care team to ensure high levels of customer satisfaction through efficient order fulfilment, on-time deliveries, timely processing of returns, and accurate management of all customer-related documentation. The role further focuses on developing, implementing, and continuously improving customer service processes to support operational excellence and business objectives.

Customer Service & Delivery Management

• Ensure all customer deliveries are executed on time and in full (OTIF) in line with agreed service level agreements (SLAs).

• Monitor daily delivery schedules and proactively resolve delivery-related issues in collaboration with logistics, warehouse, and transport partners.

• Ensure customer returns are processed timeously, accurately, and in accordance with company policies and procedures.

• Act as the primary escalation point for delivery, returns, and service-related customer queries.

Documentation & Compliance

• Ensure all documentation relating to customer deliveries, returns, credits, and claims is accurately completed, processed, and filed within required timelines.

• Maintain compliance with internal controls, audit requirements, and relevant regulatory or customer-specific documentation standards.

• Process Development & Continuous Improvement

• Develop, implement, and maintain customer service–related processes, standard operating procedures (SOPs), and work instructions.

• Continuously review and improve existing customer care processes to enhance efficiency, accuracy, and customer satisfaction.

• Identify root causes of service failures and lead corrective and preventive action initiatives.

Process Development & Continuous Improvement

• Develop, implement, and maintain customer service–related processes, standard operating procedures (SOPs), and work instructions.

• Continuously review and improve existing customer care processes to enhance efficiency, accuracy, and customer satisfaction.

• Identify root causes of service failures and lead corrective and preventive action initiatives.

Team Leadership & Performance Management

• Lead, coach, and motivate the customer care team to achieve service excellence and performance targets.

• Allocate work, monitor workloads, and ensure adequate coverage to meet operational demands.

• Conduct performance reviews, identify training needs, and support skills development within the team.

Stakeholder Engagement & Reporting

• Build and maintain strong working relationships with internal stakeholders including Sales, Supply Chain, Finance, and Operations.

• Prepare and analyse customer service performance reports, including delivery performance, returns, and customer complaints.

• Use data and insights to recommend service improvements and support decision-making.