Head of Customer Services
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