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CUSTOMER SERVICE TEAM SUPERVISOR - 367683
Reference:
367683
Date Posted:
2021-01-12
Job Title:
CUSTOMER SERVICE TEAM SUPERVISOR
Industry:
FMCG / Retail / Wholesale
Type:
Permanent
Wage / Salary:
R - Market Related - P/M (Per Month)
Location:
East Rand, Gauteng
Country:
South Africa
Closing Date:
2021-03-13
Job Description:
Facst Paced Environment
Long Hours
Attention to Detail Orientated
To lead the Customer Service team to ensure a mutually beneficial relationship between “Company” and its customers such that the entire supply chain works in a cooperative way.
Duties & Responsibilities
To lead and motivate a highly skilled team within Customer Service.
Display the highest level of verbal and written communication to our customers.
Providing the necessary feedback, training, and development to staff to improve their accuracy, productivity, and quality and overall work standards.
Responsible for the development of the customer service team, manage responsibilities, job structures, and balance current volume of work.
Strategically analyse the position of the team, matching current skills with job requirements and plan for positioning team for future business requirements.
Develop and coach each member of the team individually with their own training program and training pace to maximise potential and encourage accountability
Observes and evaluates employees' performance.
Create environment for team work and lead by example, delegates duties as appropriate.
Design business processes to support efficient working processes, flexible to changing demand and in line with business needs
Take charge and make calculated decisions when managing changes and communicate effectively to the business what is required.
Manages conflicting priorities and focuses on the high level activates that drives process improvements and providers sustainable and stable working environment.
Facilitate customer audits in professional manner
Providing the management team and other supervisory colleagues with effective management information that will identify areas for improvement, and show progress of individuals, in relation to service performance, quality and training needs.
Provide support to the Regional Customer service manager.
Demonstrate high working ethic and professional maturity and pass the same expectations to the team
Ensuring all team members are achieving their KPI’s daily as well as achieving longer term goals.
Oversee the on-time production and supply of finished product in line with customer requirements in order to achieve 100% OTIF (on time in full) delivery rating.
Manage the on-time receipt and accurate capturing of weekly release schedules on SAP system.
Ensure all freight invoicing is in line with agreed rates, terms and conditions.
Manage efficient run in/run out of all new/old programs ensuring on time supply of finished product-run out plans, liaising with Regional Account Managers.
Support Materials and Planning Supervisor on all matters relating to customer supply
Quarterly analysis and action taken of working capital to ensure in line with set targets
Attend quarterly customer visits with the Commercial team.
Compilation and submission of monthly reports, KPI’s etc.
To serve as the second escalation point internally and externally.
Liaising with ‘Learning & Development’ to assist and support specific activities relating to the training and development of staff within the team
Ensuring full understanding of the Company’s quality standards and expected standards of service in support of this role.
Ensuring the team provides the highest levels of accuracy and attention to detail to deliver excellent customer service.
Proactively assisting and implementing order process improvements.
To enforce Supply Chain procedures.
Responsible for ensuring that Environment, Health and Safety policies and procedures are adhered to in the Customer Services function.
Enforce and promote workplace safety.
Desired Experience & Qualification
Degree/Diploma in Supply Chain or equivalent tertiary qualification.
A minimum of 2 years’ customer service experience with a minimum of 2 years’ experience in a logistics role within a manufacturing environment.
Proficiency in use of Microsoft office and SAP
Package & Remuneration
Market Related with Benefits
