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CUSTOMER SERVICE MANAGER - 364128
CUSTOMER SERVICE MANAGER
FMCG / Retail / Wholesale
Wage / Salary:
R - Market Related - P/M (Per Month)
Somerset West, Western Cape
My client, a well established retailer and importer of an exclusive product, has a vacancy at their Head Office for a Customer Service Manager. The successful candidate will be responsible for managing the day to day operation of Customer Services ensuring that the needs of their Customers are being met.
Duties & Responsibilities
Duties will include:
Working with key stakeholder’s drive efficiency improvements through identifying and stopping non-value adding activities – Simplifying/Working Smarter.
To ensure the Customer Service Team effectively responds to all points of contact in a professional, courteous and timely manner.
To ensure the Customer Service team maintains the highest level of accuracy and professionalism when dealing with Customer Orders and Returns.
On a monthly basis provide the Managing Director with an analysis of defined KPI’s to measure the quality and quantity of service provided by the Customer Services Team.
On a monthly basis provide the Ecommerce Manager, Marketing Manager and MD with an analysis of trends observed by the Customer Services Team, and feedback received with regards to orders, issues and return trends.
Manage all Return order queries and communication, ensuring that the customer is always receiving the highest level of service.
Maintain a strong collaborative working relationship with the Consumer Services Supervisor, providing support, assistance and guidance as and when required to ensure the department meets fluctuating customer and consumer demands.
To develop working relationships with the Sales Field Team. Ensuring that SA give the highest level of service to each Independent order.
To liaise with the Finance department regarding Customer orders, Returns and finance related issues.
To liaise with the Warehouse on all Customer orders and delivery instructions etc.
To provide effective line management of Customer Services Advisors.
Developing a highly-motivated team through ongoing coaching, mentoring and leading by example.
Identifying training needs and ensuring his/her line reports receive appropriate development and training on the Company’s various products, procedures, policies, and rules
Encouraging personal development through effective 1:1’s, performance reviews and appraisals
Carrying out recruitment and selection procedures if/when required.
Liaising with MD and the HR department with regards to any employee issues and inform them of any employee changes.
Manage and monitor all payment gate ways as well as dealing with any technical issues.
Carry out from time to time and as directed, any other duties as required in addition to the above that will be both reasonable and within your capabilitie
Mn Grade 12
3 – 5 years’ experience in a similar role working in a Customer Services role.
Experience supervising a team
Microsoft Word, Excel, and Outlook to intermediate level
CRM/CEM - proficient user
Package & Remuneration
R Negotiable -