Customer Service Manager

The Customer Service Manager has end‑to‑end accountability for customer order management, query resolution, and service performance. The role ensures accurate order entry, timely resolution of customer issues, and effective representation of the customer service function within logistics and supply chain operations. The role owns service outcomes, uses analytics to drive decisions, and communicates performance and risks to internal and external stakeholders.

Own the order entry process and ensure customer orders are captured accurately and timeously.
Ensure adherence to order cut‑off times, allocation rules, and order fulfilment requirements.
Maintain order integrity throughout the order to delivery lifecycle.
Identify and resolve order related issues that may impact service or delivery.

Act as the primary customer service interface into the logistics and supply chain functions.
Represent customer impacts, priorities, and risks in logistics forums and operational discussions.
Ensure alignment between customer commitments and logistics execution.
Challenge plans or execution that may negatively impact customer service outcomes.

Own customer service performance outcomes and corrective actions.
Identify systemic service gaps, process inefficiencies, and communication breakdowns.
Lead continuous improvement initiatives focused on service reliability, responsiveness, and customer experience.
Ensure improvements are embedded and sustained across processes.

Work closely with logistics, sales, commercial, supply chain, and finance teams.
Provide clear, factual updates on service performance, risks, and recovery plans.
Support customer engagements by providing service data and insights.
Act as escalation owner for customer service related issues.

Ensure customer service processes, SOPs, and controls are followed.
Maintain accurate documentation, records, and audit readiness.
Ensure compliance with agreed service standards and policies.

This is a management and accountability role focused on service outcomes, coordination, and decision support. Direct people management may be limited depending on team structure.

Ability to represent customer service confidently within logistics and supply chain forums.
Strong problem solving and decision making capability.
Influential communicator across functions and with customers.
Ability to challenge plans or execution when customer outcomes are at risk.

Matric or NQF 4 equivalent.
Diploma or degree in Business, Supply Chain, Customer Service, or a related field is preferred.
Minimum 10 years experience in customer service or order management roles.
At least 5 years experience in a customer service leadership or senior coordination role.
Experience working in logistics, FMCG, or supply chain environments is essential.

Customer focused with strong business judgement.
Highly organised and detail oriented.
Calm, professional, and resilient under pressure.
Proactive and improvement minded.
High integrity and accountability.

Applicant Data Protection Disclosure (POPIA)

By submitting your application to Revlon Consumer Products LLC and its operating affiliates, you acknowledge that we will collect and process your personal information, including but not limited to your name, contact details, CV, employment history, qualifications, and any other information you provide, for the purpose of assessing your suitability for current employment opportunities.

Your personal information may be shared with internal hiring managers, HR personnel, and trusted third-party service providers (such as recruitment platforms and background screening providers), and may be transferred outside of South Africa where necessary, subject to appropriate safeguards in accordance with applicable data protection laws.

We will retain your personal information for the duration of the recruitment process and for up to 3 years thereafter for consideration for future opportunities, unless you request deletion sooner.

You have the right to access, correct, or request deletion of your personal information, as well as to object to or withdraw consent for its processing at any time, subject to applicable legal limitations. To exercise these rights, please contact our Information Officer at privacypolicy@revlon.com.