The Customer Service Manager will manage the existing and potential Export customers requirements and expectations are fulfilled in terms of purchase orders, delivery, timeliness, efficiency and quality through the supervision of the customer services team while constantly striving to maximise the business return.
Job Accountabilities
* Customer Focus: Understands who the customer is and is willing and able to deliver high quality services; which meets the needs and exceeds the expectations of all customers. Constantly strives to find new ways to increase customer satisfaction.
* Planning and Organising: Organises own and teams time effectively, creates work schedules, prioritises workload, prepares in advance and sets realistic timescales. Monitors progress towards operational or strategic objectives. Makes sure all activity and resources are used efficiently and effectively.
* Teamwork and Collaborative Working: Works with colleagues in own and other departments to achieve the overall company goals. Facilitates effective team interaction. Acknowledges and appreciates each team member's contributions. Effectively utilises each team member to his/her fullest potential. Understands and is tolerant of differing needs and viewpoints.
* Solution Development and Delivery: Applies knowledge of industry trends and developments to improve service delivery. Demonstrates focus, initiative and tenacity to achieve goals and objectives, using experience and judgement to make decisions and overcome barriers.
* Communication: Facilitates team meetings effectively. Communicates proactively with other functions. Delivers engaging, informative, well-organised presentations. Resolves and/or escalates issues in a timely fashion. Understands how to communicate difficult/sensitive information tactfully.
* Continuous Improvement: Strives to continuously improve systems/processes and practices in response to internal and external customer needs.
* Functional Expertise: Highly proficient in a customer services capacity. Ability to supervise, direct and motivate the team. Remains abreast of best in class industry practice and ensure the function aspires to operational excellence at all times.
JOB CONTENT
* Supervise, lead and manage the Customer Service team in an empowered team-based environment.
* Supervise and manage the team by providing coaching and feedback as well as personal development, training and performance reviews to enable them to reach their full potential.
* Put in place communication and meeting structures which enable the team to fulfil their roles effectively.
* Maintain and develop positive customer relationships.
* Manage and review all customer service SOP's for the International division, work closely with quality and management team to ensure SOP's are relevant and up to date.
* Ensure all team members are fully trained and aware of all current SOP's for International division.
* Ensure that new products/new customers are enrolled on timely manner by coordinating with other departments accomplish their respective tasks.
* Ensure that customer master/accounts are monitored against bona fida documentation on annual basis.
* Monitor the sales budget against forecast managing the revenue streams for each customer.
* Control credits extended to customers and ensure payments are expedited in a timely fashion.
* Negotiate and manage freight cost and ensure all SLA (Service Level Agreements) with transport companies are up to date.
* Proactively review GDP requirements for delivery of all goods to customers in a controlled manner.
* Proactive in managing the forecasted customer demand. Work closely with the planning department to review and manage customer forecast against demand.
* Collate and share reports and key performance indicators to educate other departments and assist in managing and improving the customer services function.
* Continuously seek to improve and evaluate systems and processes to ensure work is conducted in the most efficient and effective manner for internal and external customers.
* Foster excellent communication between all business functions, both internally and externally.
* Work together with other functions to share best practice across the site and ensure that customer expectations are met.
* Key responsibilities listed above are not exhaustive and may vary depending on the demands of the role
Job Knowledge, Skills, Qualifications And Experience
* High self-motivation, results driven, with analytical problem-solving ability.
* Ability to work under time constraints, proactivity & anticipation skills.
* Ability to supervise, coach and lead the team.
* Strong customer service skills & ability to develop customers satisfaction.
* Solid written and verbal communication skills.
* Strong business acumen and commercial awareness skills.
* Continuous Improvement focused. Can do positive attitude, mindset & extra miles effort approach.
* Working knowledge of MS Office / SAP, IT tools environment.
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