CUSTOMER SERVICE LEVEL MANAGER

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CUSTOMER SERVICE LEVEL MANAGER

PURPOSE OF THE POSITION

The Service Level Manager is responsible for ensuring that Logico customers receive the highest level of service possible. This includes managing service level agreements (SLAs), monitoring performance, and resolving any issues that may arise in a timeous manner. The Service Level Manager is responsible for improving the SL percentage to the Customer on a weekly basis and maintaining any gains by permanently fixing SL Failure Reasons. This requires a mixture of both proactive, real-time path clearing, and retrospective analysis.

SUMMARY OF RESPONSIBILITIES

• Preempt potential SL failures through hourly monitoring of Open Sales Orders, removing any obstacles.

• Actively interrogate all areas of SL failure daily by engaging directly with colleagues at all levels, from OC team to Pricing, Pickers to Dispatch, Sales Managers and Master Data.

• Develop and implement monthly meeting and period call schedule for all key account customers.

• Develop effective relationships with new and current key account customers.

• Provide input into the development of service level agreements with customers, and drive the maintenance of these, ensuring updates and renewals as required.

• Monitor and report on the performance of the sales team against SLAs, identify areas for improvement, and develop and implement solutions.

• Work closely with the sales team to ensure that they have the resources they need to meet their SLAs and that customer expectations are met.

• Work closely with sales, pricing and procurement teams to ensure that all relevant stakeholders are aware of any changes in pricing due to promotions/deals.

• Ensure all customer requirements are communicated appropriately to the relevant departments and resolved timeously.

• Conduct root cause analysis of service failures, and resolve any issues that may arise with customers.

• Liaise with other departments as necessary to resolve customer issues and prevent recurrence.

• Represent the company at customer reviews.

• Develop and implement new processes and procedures to improve service levels, ensuring communication to all relevant stakeholders.

• Prepare periodic reports as required.

• Perform any other duties as may be reasonably assigned.

Interested applicants should submit applications with a detailed CV and certified copies of academic certificates to:

jobs@logico.co.sz

before Friday, 13th March 2026.