Technical Customer Service Manager – Johannesburg South – Gauteng
Based in JHB, South; Salary: Market Related + Benefits

Experience
? Grade 12 Certificate; Completed Commercial Degree
? Business process & IT system oriented
? The ideal candidate must have a minimum of 5 years management experience in a manufacturing / sales environment.
? Excellent inter-personal skills and strong customer focus is essential.
? A high level of computer literacy is required with an exceptional working knowledge of SAP (Operational and Reporting).
? Lead the Customer Service Team and manage the customer service operation to enhance the company’s reputation in the domestic market place by maintaining close cooperation with Sales, Finance, Planning Operations and Distribution to continuously improve customer service.
? Ensure optimal customer service at lowest cost and maximum efficiency by constant liaison with external and internal customers and suppliers
? Propose & implement changes in existing methods and methodologies to proactively achieve and promote the company’s interests in the domestic market.

Responsibilities include (but is not limited to):
• Drive the implementation of the Company’s operational plan;
• Ensure the financial controls are being adhered to and managed in line with the Company policy and procedures
• Support the company’s Supply Chain, to ensure our delivery commitments are met at the most competitive costs; Control resources and utilize assets to achieve targets
• Manage internal departments to ensure customer expectations are fully met. Through effective planning, assigning, and directing work that will positively impact on customer service levels.
• Offer support to the Domestic Sales Department in terms of meeting customer requirements
• Interface with strategic customers to solidify mutual expectations of performance and growth;
• Support Implementation of strategies for meeting sales performance targets.
• Management of Microsoft CRM (Sales Management System) and support management in the control, usage and implementation of application. Train new staff on Microsoft CRM.
• Monitor progress, coach & train where necessary including appraising performance; rewarding and disciplining employees.
• Support Domestic Sales to achieve budgeted volumes.
• Authorise and assist to manage prices and SAP master data.
• Manage supplier chain internal and externally to maintain delivery lead times
• Implement, communicate, manage and control monthly agree on annually.
• Ensure optimal utilization of transport capacity by transportation type.
• Turnaround Times Management
• Handling complaints and queries (from customers and staff)
• Statistical Analysis of data to determine level of customer service in organization
• Conducting, interpreting, analysing customer satisfaction surveys and implementing strategies for improved service levels based on survey feedback.
• Develop and Improving customer service procedures, policies and standards for the organization and the Customer Service Department. Focus on studying, evaluating and re-designing processes.
• Drive and implement changes to processes as required.
• Establishing and communicating service metrics to Customer service personnel and then monitoring and analysing results. Follow up with change implementation where required
• Electronic POD management and control - ensure E-POD objectives are managed and controlled with emphasis on improved customer service and cost containment.

Advantageous Attributes:
• Strong Management skills required to lead Customer Service Team.
• Customer service orientated - able to handle a demanding customer environment;
• Good problem solving and decision making skills;
• Dynamic self-starter that is able to work independently;
• Handle pressure and give attention to detail;
• Can communicate within a team and contribute to the overall success of the team;
• Adaptability, as this is a constantly changing environment;

Skills & Attributes:
• Natural ability to engage professionally and socially on all levels with our customers
• Excellent interpersonal skills
• Good conflict management and negotiation skills.
• Advanced trouble shooting
• Excellent communicator and influencer
• Good writing skills essential
• Good motivator
• Excellent time management skills
• Financial acumen
• Highly organised and structured - good at planning and organising
• Team player
• Commitment to excellence and the organization
• Computer literacy is essential – Advanced Excel essential
• Good writing skills
• Positive attitude
• The job requires an incumbent with commitment and awareness for detail
• High levels of integrity
• BW and SAP Super User
• Excellent conflict resolution

We adhere to our client’s request of EE candidates as first option for this position.

Please Note: Should you not hear from us within 2 weeks, to consider your application unsuccessful