Customer Service Manager at Reputable Company

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The main purpose of this role is to transform Customer Services (Order Creation to Delivery and Return processes) with the aim of placing the customer at the heart of our business, implementing a culture of world-class service excellence and high performance and managing the customer relationship brilliantly.

Main Accountabilities

  • Design a world-class Order Creation to Delivery and Return processes and transform the Customer Services team from a largely reactive customer center into a proactive extension of the sales force in order to deliver superior services to external and internal customers including exports.
  • Be the focal point for effectively and efficiently handling customers’ inquiries as we walk through the journey of total partnership.
  • Ensure that all cleared orders are delivered within the same day liaising with the logistics department and haulers where possible.
  • Provide and interpret for management accurate and timely operational reports and information.
  • To reduce operating costs by minimizing stock returns from trade due to order errors.

Financial Accountabilities

  • Eliminating returns due to errors in orders.
  • Ensuring no spillover of orders that were cleared before 1500 hrs daily.

Market Complexity

The business has many opportunities, which it needs to exploit in order to give optimal service to its customers. Such opportunities are in the following areas:

  • Product and Demand Planning. Production does not always meet Demand and this leads to under-delivery of the Purchase plan. Needs to have close liaison with the Demand Planning team and Production.
  • The capacity to serve is at its minimal level, limiting business growth. Proper S&OP should inform the right capacity to serve.
  • Turn-Around Time. Sometimes can be very poor (5 hours-4 days) due to lack of coordination between OTC, Delivery, Production, Credit Control and customers.
  • Communication with our customers. No single contact point (our current structure doesn’t support frequent contact). This has adversely affected our relationships with customers. Needs to reorganize the team to have a customer relations/care.

Experience, General Skills, and Qualifications:

  1. First Degree.
  2. Minimum 3 years’ experience in management, with a strong track record of managing teams. 2 years should have been spent in Customer Service management or Call Centre
  3. Highly proficient in Microsoft Office, especially Microsoft Excel.
  4. Excellent written and verbal communication skills in English.
  5. Ability to provide clear and concise, relevant, timely reports.
  6. Strong attention to detail with the ability to plan, organize, prioritize and multi-task

How to Apply

To apply please send an application letter and C.V to

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The deadline for applications is 15th October 2019.

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