Reference: 4893 MLR
Area: Pinelands

Job Description:

Direct the strategic operations of the customer service team.
Plan and communicate the departmental priorities and focus areas.
Delegate work tasks to ensure proper functioning of the department.
Ensure the necessary resources and tools are available for quality customer service delivery.
Lead regular reviews/visits with Key Customers (Top 5) to understand current and future needs and build strong, lasting relationships with Customer.
Develop and maintain scorecards to monitor and identify customer trends
Drive insight into our business through strategic analysis of data to highlight opportunities for innovation and areas for development
Develop and implement customer service policies and procedures
Oversee the achievement and maintenance of agreed customer service levels and standards
Collaborate closely with the Customer Development team to drive excellent service levels, successful NPI launches and build Customer trust.
Own the Business rules for Customer Services and ensure compliance with the HCCP and Business Quality guidelines.
Ensure accurate reports are generated and circulated (orders, claims and service levels)
Ensure that customers’ needs are met at the highest quality and at the lowest cost through Customer collaboration and integration of Joint Systems/KPIs
Have a power-user understanding of the SAP, CIC and BI/BW systems
Track customer complaint resolution through the CIC
Handle complex and escalated customer service issues.
Empower and create a highly motivated and responsive customer service team by actively participating in cross functional teams and projects.
Identify the team’s talent and develop robust career paths and succession plans and coach them to take their development to next level

Qualifications:

Relevant University Degree or equivalent or studying towards
Minimum 5 – 8 years strong FMCG experience within the Supply Chain areas of Customer Services and Customer Development
Excellent people management skills, cope well under pressure
Excellent interpersonal and decision-making skills. Strong understanding of Business Processes within Customer Services.
Attention to detail and accuracy.
Candidate must be fluent in English and an effective communicator
Experience on SAP (R3) system advantageous