Head of Customer Services

at Ntice Sourcing Solutions
Location Khambi, South Africa
Date Posted October 15, 2020
Category Customer Service
Job Type Full-time
Currency ZAR

Description

Reporting to the Chief Commercial Officer, the incumbent of this role will identify customers’ needs to achieve customer centricity; and will ensure management of order to cash process, production planning, customer service inquiries and generate cross-selling.

Education: Essential

  • Minimum Bachelor’s Degree with a Commercial specialisation
  • Valid driving license

Job Experience:

  • Minimum of 7 years’ experience in a Senior Customer service / Commercial role
  • Minimum years relevant experience: 7-10 years management experience.
  • SAP and Microsoft Office knowledge and experience

Key Performance Areas:

  • Develops and manages a high performing team of 20pax
  • Customer order handling and reduction of order entry error rate
  • Transactional contact management
  • Up & cross-selling (within defined framework)
  • Invoicing and Claims management
  • Continuous improvement of production planning systems, processes, and operations
  • Manages stock according to defined service levels
  • Dedicated point of contact for day to day customer interaction across all customer requirements
  • Continuous review of credit limits
  • Overall management of pricing master
  • Manages outcome and actions of employee satisfaction survey
  • Aligns with key stakeholders
  • Sales and Operations facilitation through the order board

Job Competencies/ Attributes/Skills– Essential:

  • Ability to work-independently and under pressure and ensure all reporting deadlines are met
  • Continuous improvement mind-set and ability to identify opportunities for continuous improvement of systems and processes
  • Self-motivated and self-starter
  • Strong work ethic
  • Structured, articulate
  • Must be a customer services specialist
  • High attention to detail
  • Good communication, leadership and interpersonal skills
  • Team player
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