Supply Chain & Customer Operations Coordinator

Our client manufactures, markets, and distributes tissue and hygiene products across South Africa and neighbouring countries through retail, B2B, and emerging digital commerce channels. With head office and manufacturing facilities based in Kempton Park, the business is launching a new growth-focused, e-commerce-driven business unit.

They are seeking a highly capable, entrepreneurial Supply Chain & Customer Operations Coordinator to take ownership of the end-to-end order fulfilment and customer experience journey, while helping build and scale the operation for future growth. This role is ideal for a fast-thinking, adaptable operator who thrives in dynamic environments and brings structure, calm, and commercial awareness to complex operational challenges.

Key Responsibilities

End-to-End Order Management

• Order Fulfilment Ownership - Manage the complete order lifecycle from placement to delivery

• E-Commerce Order Handling - Monitor and manage orders from e-commerce platforms, portals, and direct sales

• Accuracy & SLA Compliance - Ensure orders are processed accurately and within agreed service levels

• Issue Resolution - Proactively resolve fulfilment issues before they impact customers

Customer Operations & Service Excellence

• Customer Communication - Act as the primary operational contact for customers

• Expectation Management - Manage delivery status updates and order-related queries

• Escalation Handling - Resolve escalations professionally and promptly

• Service Improvement - Identify service gaps and implement practical solutions

Supply Chain & Inventory Management

• Procurement Coordination - Coordinate procurement, replenishment, and stock availability

• Inventory Control - Monitor inventory levels and prevent stockouts or excess

• Demand Planning - Assist with forecasting and demand planning

• Stock Integrity - Support stock counts, cycle counts, and audits

Production Planning & Scheduling

• Production Coordination - Schedule production to meet customer demand

• Capacity Balancing - Balance production capacity, inventory, and service requirements

• Risk Communication - Adjust plans based on demand changes or supply constraints

Logistics & 3PL Management

• Courier & 3PL Coordination - Manage courier and logistics partners

• Delivery Tracking - Track deliveries and ensure on-time, in-full execution

• Incident Investigation - Investigate delivery failures, claims, and service incidents

• Transport Cost Optimisation - Drive improvements in cost, service levels, and delivery performance

Business Growth & Continuous Improvement

• Process Development - Build scalable operational processes for future growth

• Operational Dashboards - Develop dashboards and KPI reporting

• Systems Implementation - Support implementation of new tools and systems

• High-Performance Culture - Contribute to a customer-focused, high-performance culture

Key Performance Indicators (KPIs)

• Order fulfilment accuracy

• On-time, in-full (OTIF) delivery

• Customer satisfaction and response times

• Inventory accuracy

• Stock availability

• Courier and 3PL performance

• Order processing turnaround

• Working capital optimisation

• Supply chain cost management

• Continuous improvement delivery

Requirements

Qualifications

• Diploma or Degree in Supply Chain, Logistics, Operations Management, Commerce, or related field

Experience

• 5-10 years in supply chain, logistics, customer operations, fulfilment, or similar

• Experience managing end-to-end order fulfilment

• Experience with courier networks, 3PLs, and distribution partners

• E-commerce or direct-to-consumer fulfilment experience (highly advantageous)

• FMCG, manufacturing, retail, or distribution experience preferred

Skills & Competencies

• Strong supply chain planning and coordination

• Excellent problem-solving and decision-making

• Customer-centric mindset

• High accountability and ownership

• Entrepreneurial, hands-on operator

• Ability to manage multiple priorities independently

• Resilient, adaptable, calm under pressure

• Strong analytical and reporting skills

• Advanced Excel

• ERP/order management systems (Syspro advantageous)

• Strong verbal and written communication

• Process-driven yet commercially minded

Personal Attributes

• Ownership and accountability

• Highly organised and detail-oriented

• Acts with urgency without sacrificing quality

• Learns quickly and self-corrects

• Builds trust and credibility

• Brings stability and professionalism

• Thinks like a business owner

Why Join Us?

A unique opportunity to help build and shape a new growth business within an established FMCG company. You will gain exposure across the full supply chain and customer journey, with the chance to design scalable processes that support long-term growth.

Physical Requirements

• Standing, walking, and moving between departments

• Ability to work in fast-paced manufacturing/warehouse environments

• Occasional lifting of light materials

• Frequent use of computers and electronic equipment